Dotmatics seeks an IT Helpdesk Support Engineer to provide first-line technical support for employees across a global organization. The role supports hybrid identity environments, Windows and macOS endpoints, and cloud services including Azure AD, Google Workspace, and AWS Workspaces, working in shifts to cover worldwide operations.
Responsibilities
Troubleshoot and resolve endpoint issues for Windows and macOS users
Manage user identity and access requests across on-premises and cloud environments
Support email systems and handle mailbox provisioning requests
Provision new devices and access for incoming employees; process offboarding for departing staff
Own IT support tickets in Jira Service Management from intake to resolution within defined SLAs
Requirements
Troubleshooting experience with Windows and macOS operating systems and hardware
Experience with Active Directory, Entra ID/Azure AD, or similar identity management systems
Knowledge of email platforms such as Exchange Online and Google Workspace
Familiarity with mobile device management tools like Intune or Jamf Pro
Experience with ticketing systems and IT service management workflows
Basic networking knowledge including Wi-Fi, VPN, and connectivity troubleshooting
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