IT SITE ENGINEER

SharkNinja is a global product design and technology company with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by the trusted brands Shark and Ninja, the company drives significant growth and market share gains through disruptive innovation across multiple product categories. Headquartered in Needham, Massachusetts, SharkNinja has over 4,100 associates and sells products through key retailers, online and offline, and distributors worldwide.

At SharkNinja, we’re building an AI-native culture where experimentation, bold adoption of new tools, and continuous innovation are expected. If you thrive on creating what hasn’t been invented yet, you’ll fit right in.

About the role

The IT Site Engineer is a critical first line of technology support for SharkNinja’s global workforce. As part of the End User Services team, you will enable associates by delivering reliable end-user technology, identity and access support, endpoint management, and responsive IT services. Reporting to the Director of End User Services, you will resolve technology issues, provision hardware and user access, and ensure a high-quality support experience across office and remote environments. This role requires collaboration across IT teams, strong technical judgment, and a commitment to improving processes and the associate experience.

Responsibilities

• Serve as a first point of contact for IT incidents and service requests, categorizing, prioritizing, tracking, and resolving tickets against established SLAs in Jira Service Management (JSM).
• Troubleshoot Windows and macOS endpoints, WiFi and network connectivity, and computer performance issues (e.g., slow boot, CPU/RAM utilization, disk health).
• Create and manage user accounts through Adaxes and Active Directory / Entra ID, including account unlocks, password resets, group membership, and MFA enrollment or reset.
• Administer Microsoft 365 support requests, including mailbox connectivity, missing mail, send-as permissions, quota issues, calendar permissions, distribution lists, and licenses.
• Support the full associate technology lifecycle, including onboarding, offboarding, and access changes, while maintaining accurate records and following established IT processes.
• Support endpoint provisioning and management using Microsoft Intune, Windows Autopilot, and Jamf across Windows, macOS, and iOS environments.
• Diagnose technology issues efficiently and escalate to Tier 2 or Tier 3 teams when resolution falls outside Tier 1 scope, keeping associates informed throughout the support experience.
• Create and maintain accurate resolution notes, SOPs, runbooks, and self-service documentation in Confluence.
• Participate in Major Incident Management, supporting critical incident triage, technical investigation, service restoration, stakeholder communications, escalation, and post-incident review activities.
• Partner with End User Services and other IT teams to resolve issues, share knowledge, and continuously improve the associate technology experience.
• Provide clear and timely updates, actively listen to associate needs, document actions accurately, and translate technical issues into understandable next steps.
• Identify recurring issues and opportunities to improve support processes, documentation, automation, and service quality.
• Travel up to 10% domestically and internationally to support SharkNinja office locations, technology deployments, training, and business initiatives.
• Provide occasional support outside standard business hours for global technology initiatives, planned changes, critical incidents, and major incident response.

Requirements

• 3–5 years of IT helpdesk, desktop support, or comparable end-user technology support experience.
• Experience administering and supporting MacBook/macOS environments using Jamf, including device enrollment, configuration, application deployment, security policies, patching, and troubleshooting.
• Experience supporting a Microsoft-focused technology environment, including Windows, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune.
• Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center.
• Familiarity with Microsoft Intune and Windows Autopilot for endpoint provisioning and management.
• Experience with Jira Service Management (JSM) or a comparable ITSM platform, including ticket categorization, SLA tracking, escalation, and resolution documentation.
• Strong troubleshooting skills across endpoint performance, network connectivity, identity and access, email, software, and other common end-user technology issues.
• Experience supporting a geographically distributed or remote workforce is preferred.
• CompTIA A+ or an equivalent technical certification is preferred.
• ITIL 4 Foundation certification is preferred.
• Strong customer-service orientation with the ability to build trust through responsive, professional, and solutions-focused technology support.
• Strong written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
• Strong organizational skills and attention to detail, with the ability to manage multiple requests and shifting priorities while maintaining service quality.
• Must be eligible to work in the United States without sponsorship.

Benefits

• Medical, dental, and vision insurance.
• Flexible spending accounts and health savings accounts (HSA) with company contribution.
• 401(k) retirement plan with matching.
• Employee stock purchase program.
• Life insurance, AD&D, short-term disability, and long-term disability insurance.
• Generous paid time off, company holidays, and parental leave.
• Identity theft protection and pet insurance.
• Pre-paid legal insurance.
• Back-up child and eldercare days.
• Product discounts and referral bonus program.
• Wellness programs.
• High-impact Learning Programs featuring bold voices redefining what’s possible.

Pay

Annual salary range: $62,400—$83,000 USD.

Our Culture

At SharkNinja, we push past the bar every day with an Outrageously Extraordinary mindset, tackling the impossible and delivering results others only dream of. We thrive on breaking out of our swim lanes and empower personal and professional growth through high-impact learning programs. Diversity, Equity, and Inclusion are vital to our global success, blending unique voices and skills to strengthen innovation. We support all associates in bringing their authentic selves to work, making an impact, and accelerating their careers.