IT Support Engineer

Job Title: IT Support Engineer

Department: IT Operations - Employee Helpdesk

Level: L1 / L2

Experience: 2 to 4 years

Working Hours: MonFri | US Eastern Hours

Job Description

Tru Performance is a B2B digital marketing and IT operations agency serving enterprise clients across the US and EMEA. We are looking for a capable and responsive IT Support Engineer to join our shared services pool, supporting the internal employee helpdesk needs of one of our US-based SaaS clients in the video communications space.

This is a Level 1 and Level 2 helpdesk support role focused entirely on internal employee support not customer-facing. You will be the primary point of contact for day-to-day IT issues, handling requests via Asana and Slack, keeping systems running, and ensuring employees can get in and get working without disruption. The role is part of a shared resource model, meaning you will support this client as part of a pool, with a backup resource available for continuity.

The ideal candidate is responsive, detail-oriented, and comfortable working independently within US Eastern time zone hours. You do not need to be a security expert that is handled by a separate team. What you do need is solid hands-on experience with Google Workspace, Microsoft 365, Hexnode MDM, and Microsoft Defender, and a service mindset that puts employees first.

Responsibilities

Google Workspace Administration

• Handle password resets, account unlocks, and access recovery for employees across Google Workspace
• Set up and manage user accounts, email aliases, groups, and distribution lists
• Configure and maintain Google SSO for connected applications
• Support Google Workspace security settings, audit log review, and admin console management
• Manage user onboarding and offboarding within Google Workspace including mail setup, access provisioning, and account deactivation

Microsoft 365 Administration

• Administer Microsoft 365 user accounts, licences, groups, and permissions
• Support employees with Microsoft 365 applications Outlook, Teams, SharePoint, and OneDrive resolving access and configuration issues
• Assist with SharePoint document site management, particularly the internal IT and Security documentation site
• Coordinate with the client team on M365 best practices and configuration improvements

Device Management (Hexnode MDM)

• Manage device enrolment, configuration, and policy deployment across the client's endpoint fleet using Hexnode MDM
• Provide device support for employees including setup, troubleshooting, and remote management via Hexnode
• Assist with equipment provisioning and setup for new hires, coordinating with the People and Operations team
• Maintain accurate records of device assignments and configurations within Hexnode

Endpoint Security Support (Microsoft Defender)

• Support the rollout and ongoing management of Microsoft Defender across employee endpoints
• Monitor Defender alerts and escalate or resolve endpoint security issues as appropriate
• Assist with antivirus and spam control configuration and maintenance across the fleet
• Flag any endpoint security concerns to the appropriate team promptly

Helpdesk & Ticketing (Asana and Slack)

• Manage and respond to IT support requests raised through Asana and Slack the client's primary ticketing channels
• Prioritise and resolve tickets within agreed response windows, keeping employees updated throughout
• Maintain clear documentation of recurring issues, resolutions, and standard procedures on the client's SharePoint knowledge base
• Proactively identify patterns in support requests and suggest process improvements to reduce repeat tickets

Employee Onboarding & Offboarding

• Coordinate end-to-end IT setup for new hires account creation, device provisioning, software access, and system orientation
• Work closely with the People and Operations team (Paige) to ensure IT readiness on each new hire's first day
• Execute clean offboarding for departing employees account deactivation, device retrieval coordination, and access removal across all systems
• Maintain and update the IT onboarding and offboarding runbook on SharePoint

Skills & Qualifications

• 24 years of hands-on IT support experience in a helpdesk, L1/L2, or IT operations role ideally supporting a US-based organisation or working in US Eastern time zone hours
• Strong working proficiency with Google Workspace administration user management, groups, SSO, admin console, and audit logs
• Solid experience with Microsoft 365 administration user accounts, licensing, Outlook, Teams, SharePoint, and OneDrive
• Hands-on experience with an MDM platform Hexnode strongly preferred; alternatives such as Jamf or Intune will also be considered
• Familiarity with Microsoft Defender or equivalent endpoint security tools configuration, monitoring, and alert response
• Comfortable using Asana and Slack as the primary ticketing and communication tools or ability to ramp up quickly
• Strong documentation habit able to produce clear, organised runbooks and knowledge base articles that other team members can follow
• Excellent written and verbal communication in English this role involves direct interaction with US-based employees and stakeholders
• Self-directed and responsive able to manage a ticket queue independently, prioritise effectively, and escalate appropriately without constant supervision
• Service-first mindset you understand that every ticket is someone's workday being interrupted, and you treat it accordingly

Preferred Qualifications

• Experience supporting a SaaS or technology company with a distributed or remote-first workforce
• Familiarity with IT asset management maintaining inventory records and tracking device lifecycle from provisioning through to retirement
• Prior experience working in a shared services or managed services model supporting multiple clients or business units simultaneously
• Google Workspace Administrator certification or Microsoft 365 Fundamentals (MS-900) is an advantage
• Exposure to IT onboarding/offboarding automation or workflow tools that reduce manual steps in provisioning and deprovisioning

How Success is Measured

• Ticket response and resolution time all requests acknowledged promptly and resolved within agreed SLAs, consistently
• Employee satisfaction positive feedback from the client's internal team on support quality and responsiveness
• Onboarding readiness every new hire has full IT access and a working device on their first day, with no delays
• Offboarding completeness all accounts deactivated and access removed within agreed timelines for every departing employee
• Documentation quality SharePoint IT knowledge base is accurate, current, and accessible to the client team at all times
• Ticket recurrence rate proactive identification and resolution of root causes reduces repeat issues over time

Apply through LinkedIn or send your CV and a short note on your IT support experience to careers@truperformance.us