IT Support Engineer

About the Company

At Future Secure AI, we're building something genuinely new - and we're looking for people bold enough to build it with us. We work at the frontier of AI, tackling big, real-world problems for global enterprises across multiple industries, armed with state-of-the-art technology and a culture that prizes courage, rigor, and relentless curiosity. Our BRAVER values aren't just words on a wall - they describe the kind of people we are and the standard we hold ourselves to every day. Our leadership team is entrepreneurial, experienced, and accessible, with an open-door policy that means you'll never be just a number here. We invest seriously in your growth because we know our success depends on yours. If you're ready to work alongside some of the brightest minds in the industry, push into uncharted territory, and do work that genuinely matters, Future Secure AI is the place for you.

About the Role

We're hiring an IT Engineer, Support to own endpoint management, device lifecycle, network support, and the onboarding/offboarding process as FSAI takes IT fully in-house. This is the most hands-on build-and-operate seat on the team: you're standing up device management and remote support tooling that will run the company day to day, and you're the one executing onboarding and offboarding for every new hire and departure. You report directly to the Head of IT and work closely with a Lead IT Engineer, Support who owns identity and security operations, so between the two of you, the full stack is covered.

Responsibilities

Endpoint Management

• Own MDM baseline configuration, deployment, and policy for macOS and Windows devices (FleetDM is the leading candidate, final platform selection in progress)
• Own endpoint detection & response (CrowdStrike Falcon is confirmed, deployment and logging rollout in progress) and endpoint privilege management rollout on managed devices
• Baseline and report on MDM enrollment, disk encryption, patch compliance, EDR coverage, and local admin exceptions across the full device fleet
• Define the minimum device compliance standard for company-managed endpoints, in partnership with Security

Device Security & Compliance Remediation

• Stand up an interim remote-wipe and remote-lock procedure for offboarded, lost, or stolen devices, closing a confirmed gap where devices are not currently secured on departure
• Build and own the longer-term remediation plan for unmanaged, unenrolled, or non-compliant devices across the fleet

Device Provisioning & Lifecycle

• Own device procurement, imaging, shipping, repair/replacement, and disposal
• Build and maintain FSAI's global hardware asset inventory (serial numbers, owners, location, warranty, lifecycle state)
• Define the procurement, shipping, repair, replacement, and return process for globally distributed staff, evaluating logistics vendors and options as we scale
• Serve as the day-to-day owner of our device logistics vendor relationship, including resolving regional coverage gaps as we scale globally

Network Support

• Own our Zero Trust network access rollout (Cloudflare WARP/Access) and firewall, a full handover from our outsourced provider
• Partner with our outsourced provider on day-to-day switches, wireless, DNS, and SSL certificate management during the short-term transition period, with an eye toward bringing this fully in-house

Onboarding & Offboarding

• Own end-to-end execution of the onboarding and offboarding process: intake, provisioning across parallel tracks, and a day-before-start readiness check for every new hire
• Own account and device deprovisioning for departures
• Build the day-one onboarding checklist (accounts, laptop, apps, security, orientation) and the same-day offboarding checklist (access removal, device return, license recovery)

RMM & Password Manager

• Own our remote monitoring and management (RMM) tool rollout and day-to-day operation, the decision between TeamViewer One and NinjaOne is still being finalized
• Own the migration to 1Password, our new company-wide password manager

Helpdesk Operations

• Help define ticket intake channels, categories, priorities, SLAs, and escalation rules
• Support the selection and rollout of an on-call/paging tool for incident escalation
• Use historical ticket data to identify recurring issues and inform staffing and process design

Minimum Qualifications

• 5+ years in IT or systems administration with hands-on MDM experience (Intune, Jamf, FleetDM, or equivalent)
• Experience managing device procurement and lifecycle at scale, including IT asset management and global shipping/logistics
• Experience with RMM tools and password manager migrations
• Experience building or operating a remote wipe/lock process for lost, stolen, or offboarded devices
• Solid networking fundamentals: Wi-Fi, VPN, firewalls, DNS

Preferred Qualifications

• FleetDM or other open-source MDM experience specifically
• Experience with Cloudflare Zero Trust or similar ZTNA tooling
• Experience running onboarding/offboarding processes at a fast-growing company
• Device logistics vendor management experience
• Experience defining helpdesk SLAs, ticket taxonomies, and on-call/escalation processes (Freshdesk, Incident.io, PagerDuty, or similar)
• Experience reducing recurring tickets, provisioning time, or endpoint drift through automation

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