IT Support Engineer

Job description

Totara is a global learning platform trusted by more than 1,500 organizations and 21 million users worldwide. We help organizations build workforce readiness through flexible learning, compliance, and talent development solutions designed to support complex and highly regulated environments across the public and private sectors. We are looking for an IT Support Engineer to join Totara's internal IT team. You will pick up escalated issues from Tier 1, look after the systems our people use every day, and find ways to make IT simpler and faster for everyone. IT support at Totara runs on a follow-the-sun model shared between the UK, New Zealand and the US. You will cover US hours, picking up work from the UK and handing over to New Zealand at the end of your day. We aim to help people get their work done rather than stand in their way, to automate repetitive tasks, and to keep security built in without making it a burden. Main responsibilities Handle escalations from Tier 1 and the service desk and see them through to resolution within agreed SLAs. Lead the response to IT incidents in your region, including root-cause analysis and post-incident write-ups. Cover US hours in our follow-the-sun support model, with clear handovers to the UK and New Zealand. Administer Microsoft Entra ID, including users, groups, SSO integrations, Conditional Access and MFA. Run joiner, mover and leaver processes, including lifecycle automation driven from HiBob. Carry out regular access reviews. Manage our macOS and Windows devices through IRU, Apple Business Manager and Intune, including configuration profiles, compliance policies, patching and app deployment. Look after device provisioning, zero-touch enrolment, asset records and secure disposal. Administer Microsoft 365 (Exchange Online, Teams, OneDrive and SharePoint) and other SaaS tools, including licences and vendor support cases. Automate manual work using PowerShell, shell scripting, Power Automate and APIs. Help build and improve our conversational AI ticketing tooling. Write and maintain knowledge base articles and runbooks. Apply security baselines and fix issues raised by our endpoint, identity and vulnerability tools. Provide evidence for audits and certifications such as ISO 27001, SOC 2 and Cyber Essentials, and support IT's work on FedRAMP. Support IT project work, such as system migrations, new tool rollouts and process improvements. Work with Engineering, People, Finance and Security to roll out new tools, including AI tools. Skills and experience IT support or engineering experience, including time working at second-line level. Experience supporting staff across multiple regions, ideally in a SaaS or technology company. Hands-on administration of a mixed macOS and Windows estate. Microsoft Entra ID administration, including SSO (SAML/OIDC), Conditional Access and MFA. Apple MDM (such as Jamf Pro, Kandji or IRU) and Intune in a production environment. Microsoft 365 administration: Exchange Online, Teams, OneDrive and SharePoint. Scripting in PowerShell or Bash/zsh, with an example of a manual process you have automated. Experience with Jira Service Management or a similar ITSM tool. Good working knowledge of endpoint security, patching and least-privilege access. Networking fundamentals, including office Wi-Fi, DNS and VPN troubleshooting. Desirable Experience of SaaS app migrations. Apple Business Manager across multiple entities, and macOS scripting for MDM. Microsoft Purview, Defender for Endpoint or Intune compliance reporting. Python, Power Automate or REST API integrations. Experience with conversational AI ticketing tools. Audit and controls work for ISO 27001, SOC 2 or FedRAMP. HiBob or other HR-system-driven provisioning. Certifications such as MD-102, SC-300, MS-102, Apple Certified Support Professional, Jamf 100/200, ITIL 4 Foundation or CompTIA Security+. Don't meet every essential criterion? Please apply anyway. If you have some of the experience above and a real interest in learning the rest, we would still like to hear from you. About you You enjoy helping people and can explain technical problems in plain language. You look for a safe way to say yes to new tools and requests. You are proactive with documentation, so anyone on the team can pick up where you left off. You are comfortable working on your own and handing over clearly across time zones. You are interested in automation and AI and keen to use them sensibly. You want to keep learning, pick up new skills and grow with the team. Benefits and Perks Unlimited PTO Enhanced Parental Leave Professional Development Opportunities Annual Wellbeing Allowance New Joiner home working set-up allowance Additional Paid Leave: Birthday off, Working days between Christmas and New Years Eve This is a full time, fully remote career opportunity that requires applicants to be in the United States, a U.S. citizen and pass a background check. Some travel may be required. We’re committed to building a diverse, equitable and inclusive workplace where everyone feels they belong. We welcome applications from people of all backgrounds, identities and experiences, and we’re happy to make adjustments to support you through the recruitment process - please just let us know.