Remote IT Support Engineer — Automate & Secure Global IT

Totara; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Unlimited PTO

Enhanced Parental Leave

Professional Development Opportunities

New Joiner home working set-up allowan

Additional Paid Leave: Birthday off

Job summary

Totara is seeking an IT Support Engineer to join its internal IT team. You will handle escalated issues, manage Windows/macOS devices, and automate repetitive tasks to improve efficiency.

The role operates in a follow-the-sun model across the US, UK, and NZ, covering US hours with cross-time-zone handovers. You will work with Entra ID, Intune, Apple Business Manager, Jamf, 365, and automation tools to support security, compliance, and user experience.

Qualifications

• IT support or engineering experience, including time working at second-line level.
• Experience supporting staff across multiple regions, ideally in a SaaS or technology company.
• Hands-on administration of a mixed macOS and Windows estate.
• Microsoft Entra ID administration, including SSO (SAML/OIDC), Conditional Access and MFA.
• Apple MDM (Jamf Pro, Kandji or IRU) and Intune in a production environment.
• Microsoft 365 administration: Exchange Online, Teams, OneDrive and SharePoint.
• Scripting in PowerShell or Bash/zsh, with an example of a manual process you have automated.
• Experience with Jira Service Management or a similar ITSM tool.
• Good working knowledge of endpoint security, patching and least-privilege access.
• Networking fundamentals, including office Wi-Fi, DNS and VPN troubleshooting.
• Experience of SaaS app migrations.
• Apple Business Manager across multiple entities, and macOS scripting for MDM.
• Microsoft Purview, Defender for Endpoint or Intune compliance reporting.
• Python, Power Automate or REST API integrations.
• Experience with conversational AI ticketing tools.
• Audit and controls work for ISO 27001, SOC 2 or FedRAMP.
• HiBob or other HR-system-driven provisioning.
• Certifications such as MD-102, SC-300, MS-102, Apple Certified Support Professional, Jamf 100/200, ITIL 4 Foundation or CompTIA Security+.

Responsibilities

• Handle escalations from Tier 1 to resolution within agreed SLAs.
• Lead the response to IT incidents in your region, including root-cause analysis and post-incident write-ups.
• Cover US hours in our follow-the-sun support model, with clear handovers to the UK and New Zealand.
• Administer Microsoft Entra ID, including users, groups, SSO integrations, Conditional Access and MFA.
• Run joiner, mover and leaver processes, including lifecycle automation driven from HiBob.
• Carry out regular access reviews.
• Manage our macOS and Windows devices through IRU, Apple Business Manager and Intune, including configuration profiles, compliance policies, patching and app deployment.
• Look after device provisioning, zero-touch enrolment, asset records and secure disposal.
• Administer Microsoft 365 (Exchange Online, Teams, OneDrive and SharePoint) and other SaaS tools, including licences and vendor support cases.
• Automate manual work using PowerShell, shell scripting, Power Automate and APIs.
• Help build and improve our conversational AI ticketing tooling.
• Write and maintain knowledge base articles and runbooks.
• Apply security baselines and fix issues raised by our endpoint, identity and vulnerability tools.
• Provide evidence for audits and certifications such as ISO 27001, SOC 2 and Cyber Essentials, and support IT's work on FedRAMP.
• Support IT project work, such as system migrations, new tool rollouts and process improvements.
• Work with Engineering, People, Finance and Security to roll out new tools, including AI tools.

Skills

Second-line IT support

Multi-region support

Strong communication

Automation mindset

Documentation

Proactive learning

Team collaboration

Education

ITIL 4 Foundation

MD-102

SC-300

Apple Certified Support Professional

Jamf 100/200

CompTIA Security+

Tools

Microsoft Entra ID

Intune

Apple Business Manager

Jamf Pro

Kandji

IRU

Microsoft 365

PowerShell

Bash/zsh

Power Automate

REST API

Jira Service Management

Job description

Totara is seeking an IT Support Engineer to join its internal IT team. You will handle escalated issues, manage Windows/macOS devices, and automate repetitive tasks to improve efficiency.

The role operates in a follow-the-sun model across the US, UK, and NZ, covering US hours with cross-time-zone handovers. You will work with Entra ID, Intune, Apple Business Manager, Jamf, 365, and automation tools to support security, compliance, and user experience.