IT Site Engineer

Responsibilities

• Serve as a first point of contact for IT incidents and service requests, categorizing, prioritizing, tracking, and resolving tickets against established SLAs in Jira Service Management (JSM).
• Troubleshoot Windows and macOS endpoints, WiFi and network connectivity, and computer performance issues, including slow boot, CPU/RAM utilization, and disk health.
• Create and manage user accounts through Adaxes and Active Directory / Entra ID, including account unlocks, password resets, group membership, and MFA enrollment or reset.
• Administer Microsoft 365 support requests, including mailbox connectivity, missing mail, send-as permissions, quota issues, calendar permissions, distribution lists, and licenses.
• Support the full associate technology lifecycle, including onboarding, offboarding, and access changes, while maintaining accurate records and following established IT processes.
• Support endpoint provisioning and management using Microsoft Intune, Windows Autopilot, and Jamf across Windows, macOS, and iOS environments.
• Diagnose technology issues efficiently and escalate to Tier 2 or Tier 3 teams when resolution falls outside Tier 1 scope, keeping associates informed throughout the support experience.
• Create and maintain accurate resolution notes, SOPs, runbooks, and self-service documentation in Confluence, recognizing that DETAILS MAKE THE DIFFERENCE.
• Participate as a member of the Major Incident Management team, supporting critical incident triage, technical investigation, service restoration, stakeholder communications, escalation, and post-incident review activities.
• Partner with End User Services and other IT teams to resolve issues, share knowledge, and continuously improve the associate technology experience—because WINNING IS A TEAM SPORT.
• Practice COMMUNICATING FOR IMPACT by providing clear and timely updates, actively listening to associate needs, documenting actions accurately, and translating technical issues into understandable next steps.
• Identify recurring issues and opportunities to improve support processes, documentation, automation, and service quality.
• Demonstrate Deep-Seated Confidence when troubleshooting unfamiliar or ambiguous issues, using sound judgment to determine when additional expertise or escalation is required.
• Bring Genuine Belief in the Journey by embracing evolving technologies, processes, and priorities as SharkNinja’s global technology environment continues to grow.
• Travel up to 10% domestically and internationally as needed to support SharkNinja office locations, technology deployments, training, and business initiatives.
• Provide occasional support outside standard business hours for global technology initiatives, planned changes, critical incidents, and major incident response.
• Skills Required
• 3–5 years of IT helpdesk, desktop support, or comparable end-user technology support experience.
• Mac Administration: Experience administering and supporting MacBook/macOS environments using Jamf, including device enrollment, configuration, application deployment, security policies, patching, and troubleshooting.
• Experience supporting a Microsoft-focused technology environment, including Windows, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune.
• Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center.
• Familiarity with Microsoft Intune, Windows Autopilot for endpoint provisioning and management.
• Experience with Jira Service Management (JSM) or a comparable ITSM platform, including ticket categorization, SLA tracking, escalation, and resolution documentation.
• Strong troubleshooting skills across endpoint performance, network connectivity, identity and access, email, software, and other common end-user technology issues.
• Experience supporting a geographically distributed or remote workforce is preferred.
• CompTIA A+ or an equivalent technical certification is preferred.
• ITIL 4 Foundation certification is preferred.
• Strong customer-service orientation with the ability to build trust through responsive, professional, and solutions-focused technology support.
• Strong written and verbal communication skills, with the ability to COMMUNICATE FOR IMPACT with both technical and non-technical audiences.
• Strong organizational skills and attention to detail, with the ability to manage multiple requests and shifting priorities while maintaining service quality.
• A RARELY SATISFIED mindset, with the curiosity to understand root causes and continually identify better ways of working.
• A PROGRESS OVER PERFECTION approach that balances thoughtful troubleshooting with the urgency to take action and move issues toward resolution.
• A collaborative mindset grounded in WINNING IS A TEAM SPORT, with the ability to work effectively across IT teams, share knowledge, and escalate when appropriate.
• Ability to work with general guidance, connect information across systems, and apply established IT practices to resolve a variety of support situations.
• Must be eligible to work in the United States without sponsorship.
• Salary and Other Compensation: The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
• The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, flexible spending accounts, health savings accounts (HSA) with company contribution, 401(k) retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, parental leave, identity theft protection, pet insurance, pre-paid legal insurance, back-up child and eldercare days, product discounts, referral bonus program, and more.
• Our Culture
• At SharkNinja, we don’t just raise the bar—we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you’ll be right at home.
• What We Offer
• We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what’s possible. When you join, you’re not just part of a company—you’re part of an outrageously extraordinary community. Together, we won’t just launch products— we’ll disrupt entire markets.
• At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja’s innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.
• Learn more about us: Life At SharkNinja Outrageously Extraordinary
• SharkNinja Candidate Privacy Notice
• For candidates based in all regions, please refer to this Candidate Privacy Notice.
• For candidates based in China, please refer to this Candidate Privacy Notice.
• For candidates based in Vietnam, please refer to this Candidate Privacy Notice.
• We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at accommodations@sharkninja.com