Support Engineer

• Respond to and resolve technical inquiries and issues reported by internal staff through phone, email, and ticketing system
• Manage staff onboarding processes, including setting up user accounts, granting access rights, and providing initial training
• Document processes to ensure consistency and support SOC 2 compliance
• Design and implement fine-grained access groups to minimise access risks
• Automate staff onboarding and access change processes where possible
• Manage device management for laptop and phone fleets (JAMF Pro and Intune)
• Monitor and patch staff devices
• Manage SSO setup and maintenance for SAAS vendors
• Manage and maintain user access controls, including user access reviews
• Troubleshoot and diagnose software, hardware, network, and system-related problems and provide solutions
• Maintain accurate documentation of issues, resolutions, and support interactions
• Escalate complex or unresolved issues to appropriate technical teams
• Provide guidance and training to users on effective use of applications, systems, and tools
• Stay up-to-date with software updates, patches, and best practices
• Contribute to continuous improvement of support processes, knowledge base, and self-help resources
• Support implementation and maintenance of SOC 2 controls related to logical access, incident management, and user provisioning

Level 1 Technical Support

Counsel Support Analyst III

Technical Support Specialist – L2

Ops Support Analyst I, IRT

Support Engineer III

App Dev & Support Engineer II