IT Support Engineer

The IT Support Engineer serves as a core pillar of employee technology enablement and operational security at Brivo. This role is responsible for delivering high-touch technical support, managing hardware lifecycle and MDM policies, administering core SaaS platforms (including Okta, Jira, Slack, and Zulip), and maintaining workplace network infrastructure (Cisco Meraki and Juniper).

The ideal candidate is a proactive systems champion, a strong communicator, and a skilled troubleshooter who takes pride in building frictionless technical onboarding, maintaining tight access security, and keeping global end-users productive.

• Okta Lifecycle Management: Lead access management, user provisioning, deprovisioning, multi-factor authentication (MFA), and single sign-on (SSO) integrations across enterprise systems.
• Productivity & Collaboration Systems: Serve as primary administrator for key productivity tools including Slack, Zulip, Jira, and Google Workspace.
• SaaS Operations: Manage permissions, integrations, and user access across cloud applications (e.g., Salesforce, Jira, collaboration tools).
• Device Lifecycle & MDM: Configure, deploy, monitor, and manage company-owned devices (macOS, Windows, and Linux) utilizing MDM solutions (e.g., IRU/Kandji, Jamf, Intune).
• Policy & Patch Management: Build and push software policies, OS updates, and security configurations to keep endpoints patched, compliant, and secure.
• Hardware Operations: Maintain inventory, handle asset tracking, configure computer hardware, and manage peripherals across their full lifecycle.
• Workplace Networking: Maintain, diagnose, and configure office network infrastructure, including Cisco Meraki and Juniper switches, firewalls, and wireless access points.
• Connectivity Troubleshooting: Resolve complex network issues involving VPNs, Wi-Fi, DNS, DHCP, VLANs, and TCP/IP routing.
• User Onboarding & Offboarding: Drive smooth technical onboarding and offboarding processes, ensuring zero-day readiness for new hires and secure access revocation for departing staff.
• Employee Training: Design and lead IT orientation/training sessions for new team members on company systems, security policies, and software tools.
• Tier 2/3 Troubleshooting: Diagnose and resolve complex hardware, operating system (macOS, Windows, Linux), and enterprise software issues for global staff.
• Service Management: Monitor, prioritize, and resolve IT helpdesk tickets within agreed SLA guidelines while maintaining clear internal technical documentation and KB articles.

• Experience: 5+ years of hands-on experience in IT Support, Desktop Engineering, or Systems Administration in a fast-paced technology or SaaS environment.
• Identity Management: Strong experience administering Okta (user lifecycle management, RBAC, provisioning/deprovisioning, SSO/SAML integrations).
• MDM & Endpoint Expertise: Deep hands-on experience configuring and managing MDM platforms (Kandji, Jamf, Intune, IRU) to deploy images, push policies, and enforce security controls.
• Platform Administration: Demonstrated experience administering enterprise tools, specifically Slack, Zulip, Jira, and Google Workspace.
• Networking Infrastructure: Practical, hands-on experience configuring and troubleshooting switches, firewalls, APs, and standard protocols (TCP/IP, DNS, DHCP, VPNs).
• Multi-OS Knowledge: Advanced proficiency troubleshooting macOS, Windows, and Linux environments.
• Enablement & Communication: Excellent interpersonal and customer-service skills with proven success conducting technical onboarding and end-user training.
• Education: Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent practical experience.

• The Brivo Experience: We thrive on in-person collaboration and a "one-team" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked workspaces—ensuring you have everything you need to stay focused while building the future of security.
• Total Rewards: We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401k with company match, and an unlimited Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.