IT Engineer

About ControlUp

ControlUp is a Digital Experience Monitoring and Optimization platform that transforms the way IT admins manage their environment and troubleshoot issues. Our product suite enables IT Admins to be more proactive and have greater visibility into the digital experience of their users. Most of our customers utilize Citrix, VMware, Nutanix, and/or Microsoft for their virtualization layer. Additionally, we have many customers who utilize IGEL thin clients.

The Role

We are looking for a Helpdesk Technician with 3-5 years of experience to join our IT team. In this role, you will be responsible for providing technical support to employees, troubleshooting IT issues, and ensuring smooth operation of our IT systems. 

You will play a key role in supporting day-to-day IT operations, resolving technical problems, and assisting with IT projects.

We're looking for a team player who thrives in a collaborative environment and can contribute to areas beyond their primary expertise and a proactive individual who embraces challenges and seeks to innovate within the IT space.

How you’ll spend your day

• Provide first-level technical support for hardware, software, and network-related issues
• Respond to and resolve IT support tickets via email, phone, or in person
• Install, configure, and troubleshoot Windows/macOS operating systems and applications
• Manage user accounts and access controls (Active Directory, Okta, Azure AD)
• Support collaboration tools such as Google Workspace, Microsoft 365, Slack, and Teams
• Assist in onboarding new employees, including setting up laptops, accounts, and IT access
• Troubleshoot network connectivity issues (Wi-Fi, VPN, LAN, etc.)
• Document IT issues and solutions in the helpdesk system
• Escalate complex issues to senior IT staff when necessary
• Assist with IT projects, including system upgrades, migrations, and security improvements
• Implement and manage endpoint management tools (ManageEngine, Intune, Jamf, etc.)
• Develop basic automation scripts (PowerShell, Bash) to improve efficiency

Your experience and qualifications

• 3-5 years of experience in IT support, helpdesk - a must
• Ability to work independently and as part of a team
• Strong knowledge of Windows and macOS operating systems
• Experience with Active Directory, GPO, Azure AD, Okta, Google Workspace, Microsoft 365
• Basic understanding of networking (IP, DNS, DHCP, VPN)
• Experience with endpoint management tools (ManageEngine, Intune, Jamf, etc.)
• Excellent troubleshooting, problem-solving, and customer service skills
• Basic scripting experience (PowerShell, Bash) - an advantage
• Familiarity with VMware environments and firewall/switch administration - advantage
• Relevant certifications (e.g., MCSE) - an advantage