IT Support Engineer

About the role

IT Operations is the frontline connection between IT@IFS and our global user community. Delivering local and remote support that ensures our colleagues have seamless access to the technology and systems they need to work efficiently. By providing responsive, high-quality support and continuously improving IT services, we enable teams to focus on delivering value without technical disruptions.

This mid-level role is crafted for experienced IT professionals who excel in delivering high-quality technical support directly to end users across varied environments. As an IT Support Engineer, you are not only a frontline troubleshooter but also a strategic contributor to the broader support framework.

Responsibilities

• Deliver Advanced Multi-Platform Support: Provide expert-level technical assistance across Windows, macOS, and mobile platforms.
• Lead Troubleshooting & Escalation Management: Take ownership of persistent or high-impact technical problems, applying deep diagnostic expertise.
• Support & Optimize Office IT Infrastructure: Maintain and enhance video conferencing systems, network connectivity, and shared office technologies.
• Represent IT in Cross-Functional Projects: Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions.
• Maintain Documentation & Knowledge Sharing: Create and refine internal documentation, SOPs, and troubleshooting guides.
• Provide Regional Onsite Support: Onsite in Houston office with additional travel occasionally to regional offices to deliver hands-on support, assist with deployments, and build relationships with local teams.

Qualifications

• Education: Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
• Certifications: Relevant certifications (e.g., ACSP, ACiT, Microsoft Modern Desktop, ITIL Foundation).
• Experience Requirements: Strong professional IT support experience, including remote and onsite roles.
• Technical Skills: Advanced proficiency in Windows, macOS, and mobile platforms, and strong experience with MDM tools (Jamf Pro, Intune).
• Familiarity with ITIL service management and compliance practices, and experience supporting a global customer base and collaborating across time zones.
• Demonstrated professionalism, service mindset, and interpersonal skills.

Benefits

• Salary Range: $65,000 to $85,000 annually + bonus
• Flexible paid time off, including sick and holiday
• Medical, dental, & vision insurance
• 401K with Company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events