Coveo

Support Engineer

• Serve as first point of contact for colleagues across the US, UK and Belgium
• Triage and resolve support requests end-to-end, from password resets to complex access problems
• Drive larger incidents to resolution, communicate proactively and document root causes
• Own vendor escalations and involve the IT Manager when appropriate
• Administer Okta, Google Workspace, Slack, Notion and 1Password
• Manage access requests and maintain an accurate SaaS inventory
• Run onboarding and offboarding end-to-end across regions
• Manage the macOS fleet through Iru, including blueprints, configuration profiles and security baselines
• Handle BYOD enrollment and hardware lifecycle
• Support engineers with development environment, tooling, permissions and machine setup issues
• Own office AV, meeting booths and hardware
• Design repeatable IT processes for onboarding, access requests and provisioning
• Determine what to automate and where human approval is needed
• Build an IT work-tracking system focused on visibility without bureaucracy
• Create self-service documentation, internal guides and a knowledge base
• Operate IT controls supporting ISO 27001, ISO 27701, SOC 2 and ISO 42001
• Conduct access reviews, evidence collection and joiner-mover-leaver recordkeeping
• Respond to customer security questionnaires and vendor assessments
• Report to the IT Manager in London and work as the second member of the IT team

IT Support Engineer