IT Support Engineer

IT Support Engineer 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. You will be the technical escalation point for our Windows and macOS fleet, administer our identity and endpoint management platforms, and partner with security to keep the fleet patched and compliant. You will also mentor junior support staff and set the standard for white-glove service across the company. Key Responsibilities Endpoint & Device Management Identity & Access Management Security & Compliance Service Delivery & Support Asset Lifecycle & Vendor Management Enablement Required Qualifications 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 Qualifications 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. Measurable reduction in average time-to-resolution and repeat ticket volume through documentation and automation. Onboarding and imaging workflows standardized, documented, and consistently delivering day-one readiness. Endpoint compliance sustained at or above target across the fleet. Physical & Work Requirements Ability to lift and move IT equipment up to 40 lbs. Onsite presence required for imaging, deployments, hardware repair, and in-person support. Occasional after-hours or weekend work for maintenance windows, migrations, and escalations. Why Fireworks? Solve Hard Problems: Tackle challenges at the forefront of AI infrastructure, from low-latency inference to scalable model serving. Build What's Next: Work with bleeding-edge technology that impacts how businesses and developers harness AI globally. Ownership & Impact: Join a fast-growing, passionate team where your work directly shapes the future of AI—no bureaucracy, just results. Learn from the Best: Collaborate with world-class engineers and AI researchers who thrive on curiosity and innovation. Fireworks AI is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all innovators. Fireworks AI