Senior IT Support Engineer - Enterprise Endpoint & IAM

Fireworks AI

New York (NY)

On-site

USD 90,000 - 130,000

Full time

2 days ago

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Job summary

Fireworks AI is hiring an IT Support Engineer to own the employee technology experience end-to-end, from day-one device readiness to the full asset lifecycle. You will be the technical escalation point for Windows and macOS, administer identity and endpoint platforms, and mentor junior staff to deliver white-glove service across a global workforce.

The role requires hands-on troubleshooting across Windows and macOS, expertise with major MDMs, and strong collaboration with security to keep

Qualifications

> 5+ years of progressive experience in IT support, end user services, or systems administration.
> Strong hands-on expertise troubleshooting both Windows and macOS in an enterprise environment.
> Production experience administering at least one major MDM platform and building configuration profiles.
> Working knowledge of identity platforms including SSO and MFA administration.
> Experience with endpoint security and patch management tooling.
> Proficiency with an ITSM platform and meeting SLA commitments at volume.
> Strong admin skills in Microsoft 365 and/or Google Workspace.

Responsibilities

Be the front line supporting MDM platforms across the fleet, including enrollment, configuration profiles, group policies, and software distribution.
Serve as Tier 1/2 escalation point for macOS and Windows device management issues, including configuration drift and update failures.
Work with engineers to standardize OS images and deployment workflows on a quarterly cadence.
Monitor endpoint performance and drive proactive remediation across the fleet.
Execute workstation imaging, setup, and deployment for new hires and internal transfers, scaling to 100+ builds per month at peak.
Tier 1/2 provisioning, deprovisioning, and access requests; manage authentication methods including security keys and biometrics.
Troubleshoot via remote sessions and support conferencing/telephony systems.
Partner with IT Engineering on patch management, vulnerability remediation, and endpoint compliance.