Remote IT Support Engineer - US Hours, Unlimited PTO

Totara Learning Inc.; United States; Remote; USD 65,000 - 100,000; Full time

Benefits offered by this job

Unlimited PTO

Enhanced Parental Leave

Professional Development Opportunities

Annual Wellbeing Allowance

New Joiner home working set-up

Job summary

Totara Learning Inc. is seeking an IT Support Engineer to join our internal IT team. You will handle escalations from Tier 1, support key systems used by our people, and find ways to simplify and accelerate IT tasks.

We operate a follow-the-sun support model across the UK, New Zealand and the US. You will cover US hours, hand over to UK/NZ, automate repetitive steps, and keep security built in without slowing work.

Qualifications

• IT support or engineering experience, including time at second-line level.
• Experience supporting staff across multiple regions, ideally in a SaaS or tech company.
• Hands-on administration of a mixed macOS and Windows estate.
• Microsoft Entra ID administration, including SSO, Conditional Access and MFA.
• Apple MDM (Journeys not required) and Intune in a production environment.
• Microsoft 365 administration: Exchange Online, Teams, OneDrive and SharePoint.
• Scripting in PowerShell or Bash/zsh; include an automation example.
• Experience with Jira Service Management or similar ITSM tool.
• Good working knowledge of endpoint security, patching and least-privilege access.
• Networking fundamentals: Wi‑Fi, DNS, 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 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/leaver processes and lifecycle automation driven from HR systems.
• Carry out regular access reviews.
• Manage macOS and Windows devices through IRU, Apple Business Manager and Intune, including config profiles, policies, deployment.
• Device provisioning, zero-touch enrolment, asset records and secure disposal.
• Administer Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint) and other SaaS tools.
• Automate manual work using PowerShell, shell scripting, 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 endpoint, identity and vulnerability tools.

Skills

IT support

Second-line support

SaaS experience

macOS admin

Windows admin

Scripting

ITSM tooling

Endpoint security

Networking basics

Automation

Tools

Jamf Pro

Kandji

IRU

Intune

Microsoft Entra ID

Job description

Totara Learning Inc. is seeking an IT Support Engineer to join our internal IT team. You will handle escalations from Tier 1, support key systems used by our people, and find ways to simplify and accelerate IT tasks.

We operate a follow-the-sun support model across the UK, New Zealand and the US. You will cover US hours, hand over to UK/NZ, automate repetitive steps, and keep security built in without slowing work.