Fireworks The IT Support Engineer at Fireworks manages employee technology experience including device management, identity, and endpoint security. This role handles Tier 3 escalations and partners with security to maintain compliance.
Responsibilities
We are hiring an IT Support Engineer to own the employee technology experience end to end — from day-one device readiness through the full asset lifecycle. This is a hands-on, high-ownership role for someone who is equally comfortable resolving a Tier 3 macOS escalation, standing up device management infrastructure from scratch, and turning repetitive support work into documented, self-service processes.
Endpoint & Device Management
Be the front line supporting MDM platforms across the fleet in collaboration with our Technical Engineer — Supporting Windows & macOS — including enrollment, configuration profiles, group policies, and software distribution.
Serve as the Tier 1/2 escalation point for macOS and Windows device management issues, including configuration drift, update failures, and security policy conflicts.
Work with Technical Engineers to standardized OS images and deployment workflows on a quarterly cadence.
Monitor endpoint performance and digital employee experience to identify emerging issues before they scale, 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 during peak hiring.
Identity & Access Management
Tier 1 /2 — provisioning, deprovisioning, group management, and application access requests.
Tier 1 /2 supporting authentication methods including FIDO2 security keys, passkeys, and biometric authentication.
Troubleshoot via remote sessions with Slack Huddle, Zoom, or Google Meet.
Security & Compliance
Qualification
Experience supporting file shareScripting for automation (PowerShellSuccess in the First 6 Months
Required
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 (JAMF Pro, Microsoft Intune, Addigy, or equivalent), including building configuration profiles and policies from scratch.
Working knowledge of identity platforms — Okta, Active Directory, or Entra ID — including SSO and MFA administration.
Experience with endpoint security and patch management tooling (BigFix, SentinelOne, Automox, Zscaler, or similar).
Proficiency with an ITSM platform (ServiceNow, Jira Service Management) and a track record of meeting SLA commitments at volume.
Strong administration skills in Microsoft 365 and/or Google Workspace.
Demonstrated ability to operate with minimal process and high ambiguity, and to build structure where none exists.
Excellent written and verbal communication, with a white-glove approach to customer service across all levels of the organization.
Preferred
JAMF Certified Tech (JAMF 200) or higher; Microsoft, Okta, or CompTIA certifications.
Linux fundamentals and experience administering virtual machines (VMware vSphere, Hyper-V).
Experience supporting file share, print, or application servers on Windows Server.
Scripting for automation (PowerShell, Bash, or Python).
Reporting and dashboarding experience with Power BI or equivalent.
Experience supporting users across multiple international regions.
Success in the First 6 Months
Fully ramped on the fleet and operating independently as the Tier 3 escalation point for Windows and macOS.
