Remote IT Support Engineer - US Hours

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

Benefits offered by this job

Unlimited PTO

Professional Development Opportunities

Annual Wellbeing Allowance

Job summary

Totara is hiring an IT Support Engineer to join its internal IT team. You will handle escalations from Tier 1, support US hours in a follow-the-sun model, and work across macOS/Windows estates with Entra ID, Intune, and M365 administration.

You will automate tasks using PowerShell and scripts, contribute to AI-driven ticketing tooling, and help maintain security baselines for audits and certifications such as ISO 27001 and SOC 2. This is a fully remote US-based role.

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 (such as 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.

Responsibilities

• Handle escalations from Tier 1 and the service desk and see them through 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

IT support

Multi-region support

macOS and Windows administration

Entra ID administration

Intune / MDM

Microsoft 365 administration

PowerShell / Bash scripting

ITSM tooling

Endpoint security & patching

Networking fundamentals

Effective communication

Documentation

Automation / AI interest

Tools

Jamf Pro

Kandji

IRU

Intune

Job description

Totara is hiring an IT Support Engineer to join its internal IT team. You will handle escalations from Tier 1, support US hours in a follow-the-sun model, and work across macOS/Windows estates with Entra ID, Intune, and M365 administration.

You will automate tasks using PowerShell and scripts, contribute to AI-driven ticketing tooling, and help maintain security baselines for audits and certifications such as ISO 27001 and SOC 2. This is a fully remote US-based role.