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Totara

IT Support Engineer

Totara

. Handle escalations from Tier 1 and the service desk through resolution within agreed SLAs .

Posted 10/28/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support and engineering, with a strong focus on Microsoft Entra ID administration, macOS and Windows device management, and automation using PowerShell. Proven ability to handle escalations, conduct root-cause analysis, and support SaaS migrations while ensuring compliance with security standards.

Highest-signal resume keywords
Microsoft Entra ID AdministrationMacOS and Windows Device ManagementPowerShell ScriptingISO 27001 ComplianceSaaS Application Migration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
IT SupportIncident ResponseRoot-Cause AnalysisLifecycle AutomationAccess ReviewsDevice ProvisioningEndpoint SecurityNetworking FundamentalsScripting in PowerShellConversational AI Tools
Soft Skills
CommunicationProblem-SolvingCollaborationAdaptabilityTechnical Explanation
Tools & Technologies
Microsoft 365Apple Business ManagerIntuneJira Service ManagementPower AutomateJamf ProHiBobMicrosoft PurviewDefender for EndpointAPIs
Certifications & Qualifications
MD-102SC-300MS-102Apple Certified Support ProfessionalJamf 100/200ITIL 4 FoundationCompTIA Security+
Industry Keywords
SaaSCyber EssentialsSOC 2FedRAMPISO 27001Endpoint ManagementConditional AccessMFAZero-Touch EnrollmentAudit and Controls

Tech Stack

Tools & technologies
DNSITSMJamfMacOSPythonShell Scripting

About the role

Key responsibilities & impact
  • Handle escalations from Tier 1 and the service desk through resolution within agreed SLAs
  • Lead regional IT incident response, including root-cause analysis and post-incident write-ups
  • Cover US hours in a follow-the-sun support model, with handovers to the UK and New Zealand
  • Administer Microsoft Entra ID, including users, groups, SSO integrations, Conditional Access and MFA
  • Run joiner, mover and leaver processes, including lifecycle automation driven from HiBob
  • Carry out regular access reviews
  • Manage macOS and Windows devices through IRU, Apple Business Manager and Intune, including configuration profiles, compliance policies, patching and app deployment
  • Manage device provisioning, zero-touch enrolment, asset records and secure disposal
  • Administer Microsoft 365 and other SaaS tools, including licences and vendor support cases
  • Automate manual work using PowerShell, shell scripting, Power Automate and APIs
  • Help build and improve conversational AI ticketing tooling
  • Write and maintain knowledge base articles and runbooks
  • Apply security baselines and remediate issues raised by endpoint, identity and vulnerability tools
  • Provide evidence for audits and certifications including ISO 27001, SOC 2, Cyber Essentials and FedRAMP
  • Support IT projects such as system migrations, new tool rollouts and process improvements
  • Work with Engineering, People, Finance and Security to roll out new tools, including AI tools

Requirements

What you’ll need
  • IT support or engineering experience, including time working at second-line level
  • Experience supporting staff across multiple regions, ideally in a SaaS or technology company
  • Hands-on administration of a mixed macOS and Windows estate
  • Microsoft Entra ID administration, including SSO (SAML/OIDC), Conditional Access and MFA
  • Apple MDM (such as Jamf Pro, Kandji or IRU) and Intune in a production environment
  • Microsoft 365 administration: Exchange Online, Teams, OneDrive and SharePoint
  • Scripting in PowerShell or Bash/zsh, with an example of a manual process automated
  • Experience with Jira Service Management or a similar ITSM tool
  • Good working knowledge of endpoint security, patching and least-privilege access
  • Networking fundamentals, including office Wi-Fi, DNS and VPN troubleshooting
  • Experience of SaaS app migrations
  • Apple Business Manager across multiple entities, and macOS scripting for MDM
  • Microsoft Purview, Defender for Endpoint or Intune compliance reporting
  • Python, Power Automate or REST API integrations
  • Experience with conversational AI ticketing tools
  • Audit and controls work for ISO 27001, SOC 2 or FedRAMP
  • HiBob or other HR-system-driven provisioning
  • Certifications such as MD-102, SC-300, MS-102, Apple Certified Support Professional, Jamf 100/200, ITIL 4 Foundation or CompTIA Security+
  • Applicants must be in the United States
  • Applicants must be U.S. citizens
  • Must pass a background check
  • Comfortable working US hours and handing over clearly across time zones
  • Ability to explain technical problems in plain language
  • Interest in automation and AI and willingness to keep learning

Benefits

Comp & perks
  • Unlimited PTO
  • Enhanced Parental Leave
  • Professional Development Opportunities
  • Annual Wellbeing Allowance
  • New Joiner home working set-up allowance
  • Additional Paid Leave: Birthday off, Working days between Christmas and New Years Eve
  • Fully remote work
  • Some travel may be required