IT Support Engineer (Fixed Term)

About the role

Channel Factory provides intelligent marketing solutions for contextual safety, suitability, and performance for brands and agencies. The platform helps marketers implement, automate, and scale marketing programs across YouTube and emerging growth channels. The IT Support Engineer is a 6‑month fixed‑term position based in the United States, reporting to the Director, Info Security/Compliance. The role serves as the primary IT contact for Americas users, combining hands‑on technical troubleshooting with systems administration and operational ownership, and contributes to onboarding, device lifecycle, and global IT initiatives.

Responsibilities

• Provide Tier 2/3 technical support to Americas users via Jira Service Management
• Troubleshoot macOS, SaaS applications, access management, and networking issues
• Ensure timely resolution of tickets and maintain high service standards
• Proactively identify recurring issues and recommend improvements
• Manage and maintain the macOS fleet through Jamf Pro (enrollment, compliance, patching, policies)
• Ensure all Americas devices are enrolled, secure, and compliant with company standards
• Support the migration of existing devices into Jamf and help drive consistency across the region
• Monitor endpoint protection and device health
• Own or co‑own laptop procurement for Americas hires
• Ensure all new hire devices are configured, enrolled, secured, and fully ready prior to Day 1
• Coordinate shipping, RMAs, and vendor management within the region
• Maintain accurate asset records and documentation
• Partner closely with HR Operations to ensure smooth onboarding and offboarding processes
• Improve and standardize HR‑IT handoffs
• Ensure access provisioning, authentication setup, and hardware readiness align with onboarding timelines
• Contribute to documentation and workflow improvements
• Support Google Workspace administration (user lifecycle, permissions, mail routing, group management)
• Support administering SSO/MFA platforms (e.g., OneLogin) including provisioning and access control
• Maintain system documentation and access governance
• Collaborate with global IT teams to maintain consistent standards and processes
• Participate in automation, security, onboarding improvements, and documentation initiatives
• Contribute to continuous improvement across IT operations

Requirements

• 4+ years in IT Support, Service Desk, or Systems Administration
• Strong macOS expertise (Jamf Pro, ABM/DEP preferred)
• Hands‑on experience with Google Workspace and SSO/MFA platforms
• Solid understanding of networking fundamentals (DNS, VPN, etc.)
• Experience managing hardware procurement and device lifecycle operations
• Strong communication skills and ability to collaborate across teams
• Comfortable working independently and taking ownership of regional IT delivery

Qualifications

• Experience with automation or scripting (Python preferred)
• Exposure to endpoint security tools or SOAR automation
• Experience in a global, distributed organization
• Familiarity with Slack or Atlassian administration

Benefits

• Work with a leading startup in a high‑demand industry, working with like‑minded experts aiming to transform video ad operations
• Competitive salary
• Comprehensive medical benefits (Medical, Vision, Dental, and Life Insurance)
• Cell phone and Wi‑Fi reimbursement
• Bill Spend Stipend
• Gym Stipend
• Work‑life flexibility – we value your contributions above all

Pay

Salary Range: up to $75,000 annualized.