Luminance

IT Support Engineer

Luminance

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Tech Stack

DNSFirewallsJamfMacOSTCP/IP

About the role

  • 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)

Requirements

  • 2–3+ years of experience in IT support, desktop support, or a similar user-facing IT role
  • Strong hands-on experience supporting macOS environments and end users
  • Experience administering Microsoft Office 365 in a support context
  • Experience managing endpoints with Jamf and/or Microsoft Intune
  • Solid understanding of networking fundamentals relevant to troubleshooting (TCP/IP, DNS, DHCP, Wi-Fi, firewalls)
  • Comfortable handling a wide variety of support requests across hardware, software, and SaaS tools
  • Proven ability to manage multiple tickets and priorities while maintaining a high level of service
  • Excellent communication skills and a friendly, approachable support style
  • Personal Attributes
  • Self-starter who takes ownership of support issues end-to-end
  • Strong customer-service mindset with patience and empathy for users
  • Organized, detail-oriented, and reliable
  • Calm under pressure and comfortable supporting non-technical users
  • Nice to Have
  • Experience supporting distributed or multi-office teams
  • Exposure to security best practices and endpoint protection too
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT supportdesktop supportmacOS supportMicrosoft Office 365 administrationMDM solutionsJamfMicrosoft Intunenetworking fundamentalsTCP/IPWi-Fi
Soft Skills
communication skillscustomer service mindsetself-starterownershiporganizeddetail-orientedreliablecalm under pressureempathyapproachable