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About the role
About Us : Quillbot was founded in 2017 with a mission to help students and professionals strengthen their writing. Today, we help over 56 million people around the world create great things. Whether you're writing, designing, coding, or collaborating, Quillbot is a place where anyone can create at the speed of thought. Our AI-powered tools help you think clearly, communicate effectively, and create beautifullyacross every platform, in any format, at any skill level. If you're passionate about using technology to make the path from inspiration to execution more accessible, intentional, and relevant, come join us. Role Overview : The IT Systems Engineer I is a key member of the IT Operations team, responsible for delivering technical support and managing endpoint devices, identity and access, employee technology services, and workplace productivity tools across a global organization. This role is ideal for an IT professional with 35 years of experience in IT support, endpoint management, helpdesk operations, and employee lifecycle support. You'll troubleshoot macOS and Windows environments, support modern endpoint and identity platforms, and help deliver a secure, seamless technology experience for employees worldwide. The ideal candidate is customer-focused, technically curious, and thrives in a fast-paced, distributed environment. Responsibilities : IT Support & - Helpdesk Operations : - Provide Level 1 and Level 2 technical support to employees across a global and distributed organization. - Troubleshoot hardware, operating system, application, account access, connectivity, and workplace technology issues. - Manage incoming support requests through helpdesk and ITSM platforms, ensuring appropriate prioritization, documentation, communication, and resolution. - Diagnose and resolve common issues across macOS, Windows, browsers, productivity applications, collaboration tools, and SaaS platforms. - Escalate complex technical issues to senior IT engineers, security teams, application owners, or external vendors when required. - Maintain strong service levels and provide a skilled, customer-focused support experience. - Identify recurring incidents and contribute to root-cause analysis and long-term resolution. Endpoint Device Management : - Support the complete lifecycle of corporate endpoint devices, including provisioning, configuration, deployment, maintenance, troubleshooting, replacement, and decommissioning. - Manage and support macOS and Windows endpoints using modern endpoint management and MDM platforms. - Work with tools such as Kandji, JumpCloud, Microsoft Intune, or similar endpoint management solutions. - Assist with device enrollment, configuration profiles, security policies, application deployment, OS updates, patching, and compliance monitoring. - Troubleshoot endpoint performance, encryption, software installation, policy enforcement, and device compliance issues. - Support remote employees with device setup, replacement, recovery, and technical troubleshooting. - Maintain accurate endpoint inventory and asset lifecycle records. - Assist with secure device offboarding, data protection, and equipment recovery processes. Employee Onboarding, Offboarding & - Lifecycle Support : - Support end-to-end IT onboarding and offboarding processes for employees and contractors. - Provision and deprovision user accounts, devices, applications, groups, and access based on approved requests and role requirements. - Coordinate with people/HR, hiring managers, security, and IT teams to ensure a smooth employee technology experience. - Support employee transfers, role changes, promotions, department changes, and access modifications. - Ensure access is removed promptly and securely during employee offboarding. - Follow established access-control, approval, and audit requirements. - Identify opportunities to improve and automate repetitive employee lifecycle tasks. Identity & - Access Management Support : - Support day-to-day identity and access management activities across enterprise applications. - Assist with user provisioning, deprovisioning, group membership, application assignments, and access troubleshooting. - Support identity platforms such as JumpCloud, Okta, Microsoft Entra ID, or similar solutions. - Troubleshoot common Single Sign-On (SSO), Multi-Factor Authentication (MFA), password, authentication, and account access issues. - Assist with access reviews and basic identity governance activities. - Follow least-privilege and role-based access principles when managing user access. - Escalate complex identity, integration, or security-related issues to senior engineers or security teams. Workplace Technology & - SaaS Application Support : - Support commonly used enterprise collaboration and productivity platforms, including Google Workspace, Microsoft 365, Slack, Zoom, Atlassian products, and similar SaaS applications. - Assist with account administration, permissions, groups About Us
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