IT Support Engineer

About the role

This role serves as the primary IT support point of contact for the New York Cohere office, handling global IT requests during your shift. Key responsibilities include:

• Providing on-site and remote support, including basic troubleshooting, device setup, and video conferencing assistance.
• Monitoring and maintaining the device fleet to ensure optimal performance.
• Overseeing in-office networking, AV systems, and Wi-Fi infrastructure (routers, switches, WAPs).
• Ordering and tracking laptop shipments for the USA region.
• Collaborating with internal teams for employee onboarding and offboarding.
• Documenting and updating IT procedures and SOPs.
• Identifying, troubleshooting, and resolving issues for tools and systems like Google Workspace, Slack, and Notion.

Responsibilities

As the primary IT support point of contact, you will:

• Provide on-site and remote support, including basic troubleshooting, device setup, and video conferencing assistance.
• Maintain the device fleet to ensure optimal performance.
• Oversee in-office networking, AV systems, and Wi-Fi infrastructure (routers, switches, WAPs).
• Order and track laptop shipments for the USA region.
• Collaborate with internal teams for employee onboarding and offboarding.
• Document and update IT procedures and SOPs.
• Identify, troubleshoot, and resolve issues for tools and systems like Google Workspace, Slack, and Notion.

Requirements

• Extensive experience supporting and administering Mac, Google Workspace, and Slack.
• Experience supporting and administering MDM (Kandji/Iru or JAMF).
• Strong Okta and Okta Workflow knowledge (Okta Certified Professional/Administrator preferred).
• Familiarity with API orchestration platforms (Okta Workflows), cloud platforms (AWS, GCP, Azure), GitOps, IaC tools (Terraform), and network authentication protocols (RADIUS).
• Experience with scripting languages (Python) and Google Apps Manager (GAM).
• Solid understanding of networking concepts and internet tooling (Wi-Fi, routers, switches).
• Experience supporting Google Meet and room schedulers.
• Familiar with SOC2 and ISO27001 compliance standards.

Qualifications

• Organized, thoughtful, and passionate about supporting teammates and improving operational efficiency.
• A clear communicator with a knack for creating processes and training others.
• Hands-on and eager to tackle a variety of tasks, from troubleshooting to system optimization.

Skills

• Technical problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Attention to detail and organizational skills.

Benefits

• Weekly lunch stipend of $75/£75 or equivalent in your local currency for lunch.
• Full health and dental benefits, including a separate budget for mental health.
• RRSP matching, 401K, Pension Scheme.
• 100% Parental Leave top-up for up to 6 months, for either parent.
• Annual enrichment benefits: Arts & culture, fitness/wellness, quality time, and a workspace improvement credit.
• Education & learning stipend for conferences, courses, and coaching.
• 6 weeks of paid vacation (30 working days!).
• Budget for traveling to other offices if you are remote, plus an annual company offsite.