IT Support Engineer

We're looking for an IT Helpdesk Support Engineer/Technician to be the first line of technical support for employees across our multi-entity organization. You'll work in a hybrid identity environment (on-prem AD synced to Entra ID/Azure AD) alongside Google Workspace, supporting Windows and macOS users, and troubleshooting Exchange Online and Google Mail. We currently have 2 open positions - these positions will work in shifts to support a global business, shift patterns may include working hours such as a split shit or early morning starts, you recruiter will give you more details.

Endpoints: Troubleshoot PC/Mac hardware, OS, and app issues; coordinate device replacement and deployment; support Intune/Jamf Pro policy and compliance

Identity & Access: Resolve login/auth issues across AD and Entra ID; process system and software access requests; support Google Workspace accounts

Email: Troubleshoot Exchange Online and Google Mail issues; process DL and shared mailbox requests

Network & General Support: Basic Wi-Fi/VPN/connectivity troubleshooting; assist with change requests; handle general IT tickets

Onboarding/Offboarding: Provision new hire access and devices; process offboarding (access revocation, device retrieval)

Cloud Workspaces: Provision and troubleshoot AWS Workspaces for designated employees

Ticketing: Own tickets in Jira Service Management (JSM) from intake to resolution within SLA; escalate as needed

Working tickets in Jira Service Management (JSM)

Hands-on support experience with both Windows and macOS

Working knowledge of Active Directory and Azure AD/Entra ID (hybrid identity)

Cloud operations fundamentals — familiarity with AWS and/or Azure (core services, basic IAM concepts)

Familiarity with Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive)

Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi)

Onboarding new joiners, Provisioning new laptop set up and access, including hosting live first day Onboarding meetings/inductions + Offboarding, Decommissioning of users

Strong customer-service mindset and communication skills

Google Workspace administration experience

Working knowledge of Intune and/or Jamf Pro

Exposure to AWS Workspaces or other VDI

Working in a complex, multi-entity/post-acquisition IT environment

Familiarity with SSO/SAML and third-party IdPs (e.g., JumpCloud, Okta)

Basic scripting/automation exposure (PowerShell, Bash, or Google Apps Script)

IT certifications (CompTIA A+/Network+, Microsoft MD-102, AWS Cloud Practitioner, Jamf Certified Associate)

Research shows us the confidence gap and imposter syndrome can get in the way of meeting outstanding candidates, so please don’t hesitate to apply — we’d love to hear from you.

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Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.