Senior Support Engineer

86Borders, LLC.; Northern (KY); Hybrid; USD 85,000 - 110,000; Full time

Job summary

86Borders is seeking a Senior Support Engineer to provide expert MacOS and end-user support across remote environments. You will work with the IT Director and another senior engineer to establish and maintain IT support processes and workflows for a growing organization.

Ideal candidates have extensive IT experience, strong communication, and hands-on expertise with SaaS/PaaS/IaaS tools, MDM, and security hygiene. The role includes on-call responsibilities and collaboration with vendors.

Qualifications

• Undergraduate degree in IT, CIS, computer science or similar field.
• 5+ years in information technology; support, admin and development.
• 3+ years with command-line tools in Linux or macOS.
• Strong understanding of HTTPS, SMS, SMTP, SIP, TCP/IP, SCP.
• Excellent oral communication, customer service and attention to detail.
• Self-motivated with minimal supervision.
• Experience with HIPAA/HITRUST and AWS; OneLogin is a plus.

Responsibilities

• End User and Workstation Support: manage licenses and accounts in Google Workspace, Office 365, Slack, Jira/Confluence, VPN, OneLogin, and 1Password.
• Monitor MacOS laptops for proper operation and working conditions.
• Coordinate rollouts for remote end users' MacOS hardware and software upgrades.
• Set up and distribute MacOS laptops to new and existing employees.
• Manage inventories of laptops, cell phones, and applications.
• Maintain Apple-centric MDM solution; Mosyle experience is a plus.
• Provide IT support and application training to end users; troubleshoot issues.
• Assist vendor/product evaluation for new software and hardware.

Skills

IT experience

Command-line tools

Networking protocols

Communication

Self-motivation

AWS

OneLogin

HIPAA/HITRUST exposure

Education

Undergraduate IT/CIS/CS degree

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.