Overview

Ever thought about transforming tech support from a simple chore into a genuine connection, all while building smart, reusable knowledge for everyone? Updater is on the lookout for an IT Engineer who sees every helpdesk ticket as an opportunity to strengthen relationships and every troubleshooting challenge as a chance to create brilliant documentation. If you are someone who thrives on helping people, is genuinely excited by how AI can enhance daily IT operations, and wants to shape the future of internal support, then this fully remote, worldwide role might just be your next big adventure. You will serve as the first point of contact for our internal helpdesk, lead our IT knowledge management program, and own Tier 2 systems administration across our entire SaaS stack. This position reports directly to the Director, IT & Business Process Transformation.

Key Responsibilities

Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication.
Provide white-glove end-user support across macOS and Windows endpoints, Iru MDM, Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite.
Lead and grow our IT knowledge management program, creating comprehensive documentation for human readers and the AI assistants our employees rely on daily.
Own the daily administration and maintenance of key IT systems, ensuring reliability and security across our entire SaaS stack.
Proactively identify areas for improvement in IT processes and tools, proposing and implementing solutions that enhance efficiency and user experience.
Collaborate with cross-functional teams to support IT aspects of new projects and initiatives.

Requirements

Proven experience in an IT support or systems administration role, with a strong understanding of Tier 1 and Tier 2 support principles.
Expertise in administering and troubleshooting environments spanning macOS and Windows operating systems.
Hands-on experience with core business applications and platforms, including Okta SSO, Google Workspace, Slack, Zoom, and the Atlassian suite.
Familiarity with MDM solutions (like Iru) and endpoint management tools such as Microsoft Intune.
Exceptional communication skills, both written and verbal, with a knack for translating technical information into clear, actionable guidance.
A genuine passion for customer service, approaching every interaction with empathy and a solutions-oriented mindset.
Demonstrated ability to create high-quality, reusable documentation and a curiosity about how AI can transform knowledge management and support.
Strong problem-solving abilities and a proactive approach to identifying and resolving technical challenges.

What You'll Gain

The opportunity to play a pivotal role in shaping Updater's IT support and knowledge strategy on a global scale.
Work with cutting-edge tools and technologies, including AI-driven support solutions.
A supportive, collaborative, and fully remote work environment that values innovation and continuous learning.
Professional growth and development opportunities within a dynamic company.
The chance to make a tangible impact on employee productivity and satisfaction.