IT Support Engineer

• 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

• 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

• 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

• 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

• 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)

• 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

• 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

• 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

• 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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