Onsite AI-Driven IT Support Engineer

present of AI; San Francisco (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Cognition is seeking a hands-on frontline IT professional in San Francisco, onsite five days a week. The role covers walk-ups, chat, and tickets across Mac and Windows devices, identity tools, SaaS apps, video calls, and networks.

A strong candidate has worked in a busy support queue, can turn vague reports into clear diagnoses, and writes escalations with solid evidence while keeping tickets tidy and follow-ups on time.

Qualifications

• Must have hands-on frontline IT experience in a busy environment.
• Experience handling walk-ups, chat and ticketing across Mac and Windows devices.
• Familiar with identity tools and SaaS apps, video calls and basic networks.

Responsibilities

• Handle walk-up support, chat, and ticket flow for Mac and Windows devices.
• Support identity tools, SaaS apps, video conferencing, and network-related issues.
• Document issues with clear diagnoses and escalate with solid evidence; maintain tidy tickets and timely follow-ups.

Skills

High-volume support

Issue diagnosis

Escalation writing

Ticket management

Tools

Okta

Google Workspace

Job description

Cognition is seeking a hands-on frontline IT professional in San Francisco, onsite five days a week. The role covers walk-ups, chat, and tickets across Mac and Windows devices, identity tools, SaaS apps, video calls, and networks.

A strong candidate has worked in a busy support queue, can turn vague reports into clear diagnoses, and writes escalations with solid evidence while keeping tickets tidy and follow-ups on time.