IT Support Engineer

Job Title: IT Support EngineerDepartment: IT Operations - Employee Helpdesk Level: L1 / L2 Experience: 2 to 4 yearsWorking Hours: Mon–Fri | US Eastern HoursJob DescriptionTru Performance is a B2B digital marketing and IT operations agency serving enterprise clients across the US and EMEA. We are looking for a capable and responsive IT Support Engineer to join our shared services pool, supporting the internal employee helpdesk needs of one of our US-based SaaS clients in the video communications space.This is a Level 1 and Level 2 helpdesk support role focused entirely on internal employee support — not customer-facing. You will be the primary point of contact for day-to-day IT issues, handling requests via Asana and Slack, keeping systems running, and ensuring employees can get in and get working without disruption. The role is part of a shared resource model, meaning you will support this client as part of a pool, with a backup resource available for continuity.The ideal candidate is responsive, detail-oriented, and comfortable working independently within US Eastern time zone hours. You do not need to be a security expert — that is handled by a separate team. What you do need is solid hands-on experience with Google Workspace, Microsoft 365, Hexnode MDM, and Microsoft Defender, and a service mindset that puts employees first.ResponsibilitiesGoogle Workspace AdministrationHandle password resets, account unlocks, and access recovery for employees across Google WorkspaceSet up and manage user accounts, email aliases, groups, and distribution listsConfigure and maintain Google SSO for connected applicationsSupport Google Workspace security settings, audit log review, and admin console managementManage user onboarding and offboarding within Google Workspace — including mail setup, access provisioning, and account deactivationMicrosoft 365 AdministrationAdminister Microsoft 365 user accounts, licences, groups, and permissionsSupport employees with Microsoft 365 applications — Outlook, Teams, SharePoint, and OneDrive — resolving access and configuration issuesAssist with SharePoint document site management, particularly the internal IT and Security documentation siteCoordinate with the client team on M365 best practices and configuration improvementsDevice Management (Hexnode MDM)Manage device enrolment, configuration, and policy deployment across the client's endpoint fleet using Hexnode MDMProvide device support for employees — including setup, troubleshooting, and remote management via HexnodeAssist with equipment provisioning and setup for new hires, coordinating with the People and Operations teamMaintain accurate records of device assignments and configurations within HexnodeEndpoint Security Support (Microsoft Defender)Support the rollout and ongoing management of Microsoft Defender across employee endpointsMonitor Defender alerts and escalate or resolve endpoint security issues as appropriateAssist with antivirus and spam control configuration and maintenance across the fleetFlag any endpoint security concerns to the appropriate team promptlyHelpdesk & Ticketing (Asana and Slack)Manage and respond to IT support requests raised through Asana and Slack — the client's primary ticketing channelsPrioritise and resolve tickets within agreed response windows, keeping employees updated throughoutMaintain clear documentation of recurring issues, resolutions, and standard procedures on the client's SharePoint knowledge baseProactively identify patterns in support requests and suggest process improvements to reduce repeat ticketsEmployee Onboarding & OffboardingCoordinate end-to-end IT setup for new hires — account creation, device provisioning, software access, and system orientationWork closely with the People and Operations team (Paige) to ensure IT readiness on each new hire's first dayExecute clean offboarding for departing employees — account deactivation, device retrieval coordination, and access removal across all systemsMaintain and update the IT onboarding and offboarding runbook on SharePointSkills & Qualifications2–4 years of hands-on IT support experience in a helpdesk, L1/L2, or IT operations role — ideally supporting a US-based organisation or working in US Eastern time zone hoursStrong working proficiency with Google Workspace administration — user management, groups, SSO, admin console, and audit logsSolid experience with Microsoft 365 administration — user accounts, licensing, Outlook, Teams, SharePoint, and OneDriveHands-on experience with an MDM platform — Hexnode strongly preferred; alternatives such as Jamf or Intune will also be consideredFamiliarity with Microsoft Defender or equivalent endpoint security tools — configuration, monitoring, and alert responseComfortable using Asana and Slack as the primary ticketing and communication tools — or ability to ramp up quicklyStrong documentation habit — able to produce clear, organised runbooks and knowledge base articles that other team members can followExcellent written and verbal communication in English — this role involves direct interaction with US-based employees and stakeholdersSelf-directed and responsive — able to manage a ticket queue independently, prioritise effectively, and escalate appropriately without constant supervisionService-first mindset — you understand that every ticket is someone's workday being interrupted, and you treat it accordinglyPreferred QualificationsExperience supporting a SaaS or technology company with a distributed or remote-first workforceFamiliarity with IT asset management — maintaining inventory records and tracking device lifecycle from provisioning through to retirementPrior experience working in a shared services or managed services model — supporting multiple clients or business units simultaneouslyGoogle Workspace Administrator certification or Microsoft 365 Fundamentals (MS-900) is an advantageExposure to IT onboarding/offboarding automation or workflow tools that reduce manual steps in provisioning and deprovisioningHow Success is MeasuredTicket response and resolution time — all requests acknowledged promptly and resolved within agreed SLAs, consistentlyEmployee satisfaction — positive feedback from the client's internal team on support quality and responsivenessOnboarding readiness — every new hire has full IT access and a working device on their first day, with no delaysOffboarding completeness — all accounts deactivated and access removed within agreed timelines for every departing employeeDocumentation quality — SharePoint IT knowledge base is accurate, current, and accessible to the client team at all timesTicket recurrence rate — proactive identification and resolution of root causes reduces repeat issues over timeApply through LinkedIn or send your CV and a short note on your IT support experience to

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