What is Findem:

Findem is the only talent data platform that combines 3D data with AI. It automates and consolidates top-of-funnel activities across your entire talent ecosystem, bringing together sourcing, CRM, and analytics into one place. Only 3D data connects people and company data over time - making an individual's entire career instantly accessible in a single click, removing the guesswork, and unlocking insights about the market and your competition no one else can. Powered by 3D data, Findem's automated workflows across the talent lifecycle are the ultimate competitive advantage. Enabling talent teams to deliver continuous pipelines of top, diverse candidates while creating better talent experiences, Findem transforms the way companies plan, hire, and manage talent. Learn more at www.findem.ai

About The Role

End-User Technical Support

Provide Level 1 and Level 2 technical support for macOS, Windows, business applications, network connectivity, VPN, SSO, and related IT services
Troubleshoot and resolve technical issues for employees across multiple regions and time zones
Manage, prioritize, and resolve IT support tickets within defined SLAs
Escalate complex issues to relevant vendors or internal teams and follow through until resolution
Provide a high-quality end-user support experience through clear communication and timely updates

Onboarding & Offboarding

Configure, provision, and deploy laptops and other devices using MDM tools
Create, modify, suspend, and deactivate user accounts across business applications
Provision appropriate application access based on role and business requirements
Coordinate laptop shipment, access setup, and other IT requirements to ensure a smooth onboarding experience
Ensure timely access revocation, device recovery, and appropriate data handling during employee offboarding
Maintain accurate onboarding and offboarding records

Device & Asset Management

Maintain accurate device inventory and asset tracking records
Manage the complete lifecycle of IT assets, including allocation, upgrades, repairs, replacements, returns, and disposal
Coordinate laptop repairs, replacements, shipping, and logistics
Ensure devices are configured and secured according to company security standards
Monitor device compliance, encryption, OS versions, and overall security posture through MDM platforms

Application & System Support

Support and administer business applications such as Google Workspace, Microsoft 365, Slack, Jira, Zoom, 1Password, and other SaaS applications
Troubleshoot application, authentication, SSO, and access-related issues
Support application integrations and configuration changes
Assist with user access management, license allocation, and application provisioning
Monitor system and application dashboards for operational, security, and compliance-related issues
Coordinate with vendors and application support teams when required

Security & Compliance Support

Ensure endpoints meet defined security baselines, including encryption, patching, monitoring, and device compliance
Support SOC 2 and ISO compliance activities, including evidence collection and documentation
Assist with periodic user access reviews and compliance reporting
Support security awareness initiatives and remediation of endpoint or application-related compliance findings
Follow established IT security policies, access control procedures, and change management processes

Project Support

Support application integrations and system improvements across platforms such as Google Workspace, Slack, Jira, MDM, and other business applications
Assist with IT projects related to automation, scalability, security, compliance, and operational efficiency
Participate in the implementation and ongoing support of compliance frameworks such as ISO 27001 and ISO 42001
Support technology migrations, application rollouts, and process improvement initiatives as assigned
Participate in project-based activities based on business and IT priorities

Documentation

Maintain IT process documentation, troubleshooting guides, knowledge-base articles, and SOPs
Keep onboarding, offboarding, asset issuance, and asset return records up to date
Document application configurations, recurring issues, and resolution steps where required
Ensure IT documentation remains accurate and updated as processes and systems change

Required Skills & Experience

Willingness and ability to work during US shift timings
Strong hands-on experience with macOS and Windows laptop setup, configuration, administration, and troubleshooting
Strong understanding of Google Workspace and Microsoft 365 administration
Experience with MDM platforms such as Rippling, Microsoft Intune, Jamf, Kandji, or similar tools
Experience supporting SaaS applications, SSO, MFA, and user access management
Understanding of networking concepts, including DNS, DHCP, VPN, Wi-Fi, TCP/IP, and connectivity troubleshooting
Basic understanding of IT security and compliance requirements
Experience working with IT ticketing systems and managing requests within defined SLAs
Strong troubleshooting, analytical, and problem-solving skills
Strong communication and documentation skills
Ability to work independently and manage multiple priorities in a fast-paced environment
Ability to coordinate effectively with employees, vendors, and internal teams across different time zones

Nice-to-Have Skills

Experience working in a global or remote-first organization
Experience supporting a fast-growing SaaS or technology company
Experience supporting SOC 2, ISO 27001, ISO 42001, or similar compliance frameworks
Experience with endpoint security, device compliance, and security monitoring
Experience managing IT assets and supporting laptop logistics across multiple locations
Experience supporting application integrations and IT automation initiatives
Familiarity with identity and access management practices

What Success Looks Like

Employees receive timely, reliable, and high-quality technical support across global time zones
IT tickets are effectively prioritized and resolved within defined SLAs
Employee onboarding and offboarding processes are completed smoothly and securely
Devices and IT assets are accurately tracked and managed throughout their lifecycle
Business applications, user access, and endpoint environments are maintained securely and efficiently
Devices consistently meet established security and compliance requirements
IT documentation, knowledge-base articles, and operational records remain accurate and up to date
The IT function continues to scale effectively as Findem grows

Equal Opportunity

As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, protected veteran status or any other legally-protected characteristic.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

IT Support Engineer (US Shift)

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