Oura IT Support Specialist II at Oura providing Tier 1–2 IT support for employees, troubleshooting macOS, Windows, identity, endpoint management, SaaS, and AV issues. The role involves improving AI-first support models and growing Tier 3 skills.
Responsibilities
Deliver reliable Tier 1–2 support for San Francisco-based and remote employees, meeting service expectations while reducing routine escalations to senior IT staff.
Keep employees productive and new hires ready to work by ensuring devices, access, and core workplace tools are dependable through onboarding, offboarding, and day-to-day support.
Own the health and lifecycle of a defined device or software domain, maintaining consistent configuration standards across endpoint and identity platforms and improving reliability over time.
Reduce repeat incidents by recognizing patterns, driving root-cause follow-up, and turning recurring symptoms into durable fixes.
Improve AI-assisted support quality by strengthening knowledge content, reviewing resolution patterns, and validating AI-generated guidance so Atomicwork resolves more issues accurately and autonomously.
Expand Tier 3 capability over time, resolving increasingly complex issues independently while using sound judgment about when to escalate.
This role is fully on-site in the San Francisco office, five days per week.
What you'll bring
1–3 years of IT support experience, with demonstrated ownership of Tier 1–2 tickets.
Hands-on troubleshooting experience across macOS and Windows, basic networking, and common workplace SaaS tools.
Experience with endpoint management (such as Mosyle, Intune, Jamf, or Kandji) and identity/access tools (such as Okta or Google Workspace).
Experience supporting video conferencing or office AV systems, such as Google Meet or Zoom Rooms.
Qualification
Required
1–3 years of IT support experience with demonstrated ownership of Tier 1–2 tickets
Hands-on troubleshooting experience across macOS and Windows, basic networking, and common workplace SaaS tools
Experience with endpoint management such as Mosyle, Intune, Jamf, or Kandji
Experience with identity/access tools such as Okta or Google Workspace
Experience supporting video conferencing or office AV systems such as Google Meet or Zoom Rooms
Strong customer communication and sound judgment
Preferred
Experience with an AI-assisted ITSM platform, such as Atomicwork.
Basic scripting or automation experience for repetitive support tasks.
Experience supporting an office buildout, expansion, or a fast-growing company.
