IT Support Engineer

Job description

SHAPE THE FUTURE OF AI & DATA WITH US At Datatonic, we are Google Cloud's premier partner in AI, driving transformation for world-class businesses. We push the boundaries of technology with expertise in machine learning, data engineering, and analytics on Google Cloud Platform. By partnering with us, clients future-proof their operations, unlock actionable insights, and stay ahead of the curve in a rapidly evolving world. IT Support Engineer – Enterprise Technology Our technology runs on Apple, our culture runs on collaboration, and our team runs on people who take pride in keeping things working. We're looking for an experienced IT Support Engineer to join our Enterprise Technology team - someone who genuinely enjoys solving problems, knows macOS inside and out, and wants to be the person colleagues trust when things go wrong. You'll support our in-office team in Zagreb and remote colleagues across the UK and Europe, reporting directly to the Head of IT and Security, and supported by a team of two IT Systems Engineers. What you'll be doing You'll own the IT support queue - triaging and resolving hardware, software, and networking issues for both in-office and remote users, with a focus on keeping colleagues unblocked and SLAs met. Onboarding and offboarding are yours too, end-to-end: device provisioning, account setup, access management, and deprovisioning across our core platforms. Beyond day-to-day support, you'll manage hardware asset inventory, handle device lifecycle including warranty claims and vendor coordination, and keep our AV and meeting room setup running smoothly. You'll also build documentation and training materials that help colleagues help themselves - good IT support means fewer repeat tickets. We're a 100% macOS environment, deeply integrated with Google Workspace. The full stack: macOS, Jamf, Google Workspace, Okta, Slack, Jira, Confluence, 1Password, Salesforce, and Island Enterprise Platform. What we're looking for - 5+ years in an IT support role, ideally in a mid-sized company - Deep macOS expertise, including MDM administration (Jamf experience is a strong plus) - Strong troubleshooting instincts across hardware, software, and networking - Experience managing the full user lifecycle - onboarding, offboarding, and access management across SaaS platforms - Comfortable working within a ticketing system and to SLAs - Hands-on experience with asset management and hardware lifecycle, including vendor and warranty coordination - Comfortable with AV and meeting room equipment - Some scripting ability in Python and/or Bash - enough to automate the repetitive stuff - You actively use AI tools in your own work, not just talk about them - Native or near-native English fluency - we're a globally distributed team collaborating daily across Europe and North America - A degree in IT, Computer Science, or a related field (or equivalent experience) Nice to have - Apple certifications (ACSP or ACMT) - ITIL certifications - Prior experience working in an ISO 27001:2022 certified environment (or similar framework) WHY DATATONIC? Join a team of AI enthusiasts where innovation is embedded in everything we do. In our Zagreb hub, you’ll enjoy: - Learning & Growth: Access to the MLE Accelerator Program, generous conference budgets, and continuous learning platforms. - Flexibility: A hybrid working model (2-3 days in the office) to balance focus and collaboration. - Wellbeing: Supplementary health insurance and 50% covered MultiSport membership. - Holiday: 27 days of vacation.