Senior Support Engineer

JobCubby; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

86Borders seeks a Senior Support Engineer to manage remote MacOS end-user support and IT workflows. You will work under the Director of IT and alongside another Senior Engineer to establish efficient support processes across the organization.

The role requires strong communication, 5+ years in IT, plus hands-on experience with MacOS, Linux, and cloud services. You will monitor devices, coordinate hardware/software deployments, and ensure compliant, reliable IT operations.

Qualifications

• 5+ years of experience in Information Technology; support, administration, and development.

Responsibilities

• Manage administration of user licenses and accounts in Google Workspaces (Gmail and Drive), Office 365, Slack, Jira, Confluence, VPN, OneLogin, and 1Password.
• Monitor MacOS laptops for proper operation and working conditions.
• Evaluate MacOS laptops software and hardware upgrades and coordinate rollouts for remote end users.
• Set up and distribute MacOS laptops to new and existing employees.
• Manage laptop, cell phone, and application inventories.
• Maintain Apple-centric Mobile Device Management solution. Mosyle experience is a plus.
• Provide IT support and application training to end users.
• Triage and troubleshoot end user application issues.
• Assist with new software and hardware vendor and product evaluation.

Skills

IT experience

Command-line (Linux/macOS)

Networking protocols

Communication

Self-motivated

Education

Bachelor's degree in IT/CIS/CS

Tools

OneLogin

Mosyle

Google Workspace

Office 365

Jira

Confluence

VPN

1Password

Job description

86Borders is seeking a highly skilled and communicative Senior Support Engineer with experience supporting remote MacOS systems and end users with varying level of technical expertise. The role will report directly to the Director of IT and one other Senior Support Engineer to establish and maintain IT support processes and workflows for this growing organization.

Minimum Qualifications

• Undergraduate degree in IT, CIS, computer science or similar field required.
• 5+ years of experience in Information Technology; support, administration, and development.
• 3+ years of experience with command-line tools in a Linux or MacOS environment.
• Thorough understanding of various common protocols such as HTTPS, SMS, SMTP, SIP, TCP/IP, SCP.
• Possesses strong oral communication skills, customer service, organizational skills, and attention to detail.
• Self-motivated and able to work with minimal oversight.

Preferred Additional Qualifications

• Experience working in regulated environments (HITRUST and HIPAA preferred).
• Experience with AWS products is a plus.
• Experience managing and configuring OneLogin is a plus.

Responsibilities

End User and Workstation Support

• Manage administration of user licenses and accounts in various SaaS/PaaS/IaaS systems such as Google Workspaces (Gmail and Drive), Office 365, Slack, Jira, Confluence, VPN, OneLogin, and 1Password.
• Monitor MacOS laptops for proper operation and working conditions.
• Evaluate MacOS laptops software and hardware upgrades and coordinate rollouts for remote end users.
• Set up and distribute MacOS laptops to new and existing employees.
• Manage laptop, cell phone, and application inventories.
• Maintain Apple-centric Mobile Device Management solution. Experience with Mosyle a plus.
• Provide IT support and application training to end users.
• Triage and troubleshoot end user application issues.
• Assist with new software and hardware vendor and product evaluation.

Compliance and Regulation

• Track and document changes to systems and users utilizing web-based helpdesk software.
• Produce monthly and quarterly system and software access and usage reports utilizing both web-based and script-based (Bash and or Python) tools.
• Provide recommendations based on the results or periodic reports.

System Administration Activities

• Maintain upgrade and configuration of public WordPress-based website.
• Triage alerts from various systems such as the 86borders.com platform, Sophos, and Twilio.
• Able to be on call at least one week a month to respond to critical system notifications.