Luminance

Support Engineer

• Act as the primary point of contact for end-user IT support across hardware, software, and connectivity issues
• Troubleshoot and resolve day-to-day IT issues, escalating when appropriate and owning issues through to resolution
• Support macOS environments, including MacBook setup, configuration, and troubleshooting
• Own onboarding and offboarding processes, including device preparation, access provisioning, and asset tracking
• Administer Microsoft Office 365 for end users (accounts, permissions, licensing, security settings)
• Manage devices using MDM solutions such as Jamf and/or Microsoft Intune
• Diagnose and resolve networking-related issues, including Wi-Fi, internet connectivity, and firewall access
• Maintain clear and up-to-date IT documentation, FAQs, and knowledge base articles
• Proactively identify recurring issues and suggest improvements to tools, processes, and the end-user experience
• Work with vendors and third-party providers to resolve support issues when required
• Provide on-site support at US and Canadian offices when needed (very rarely)

IT Support Engineer