IT Engineer | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

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About the Role

Updater is hiring an IT Engineer for our IT team. This role will serve as the first point of contact at the Updater Helpdesk, lead our IT knowledge management program — building documentation for both human readers and the AI assistants our employees rely on every day — and own Tier 2 systems administration across our SaaS stack. The role reports to the Director, IT & Business Process Transformation.

This role is well-suited for an IT professional who takes pride in turning a messy troubleshooting session into a clean, reusable document, treats every helpdesk ticket as a relationship rather than a chore, and is genuinely curious about how AI tools can make IT support better — for the employees we serve and for the people doing the work.

Key Responsibilities

Helpdesk Operations

• Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication.
• Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM), , Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite.
• Own the day-to-day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier 3/4 teammates as needed, and clean ticket hygiene to keep the Helpdesk auditable.
• Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management).
• Surface recurring issues and friction points back to the IT team so they can be solved at the root rather than re-resolved one ticket at a time.

IT Knowledge Management

• Lead Updater’s IT knowledge management program — establishing the standard for how IT documents what it knows and driving adoption across the team.
• Take ownership of our Confluence and Helpdesk knowledge bases: runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end-user-facing help articles.
• Author documentation that is structured, consistent, and machine-readable, so that both employees and the AI assistants they use (Claude, ChatGPT, Copilot, Gemini) can reliably retrieve and apply it.
• Partner with the Director, IT & Business Process Transformation, on the AI at Updater Confluence space and the AI Education Resource Hub, ensuring that IT-authored content serves as a canonical reference for the company.
• Treat every ticket and every system change as a documentation opportunity — capture what was learned, publish it, and reduce the long-tail rate of repeated questions.
• Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves. 

Tier 2 Systems Administration

• Grow into hands-on administration of Updater’s SaaS stack, including Okta (group, rule, and policy management), Google Workspace, Slack Enterprise Grid, Atlassian (Jira and Confluence), Zoom, Iru, Microsoft Intune and Freshservice.
• Execute routine SaaS administration tasks — provisioning, de-provisioning, license management, permission changes, and lifecycle hygiene — with accuracy and a documentation-first habit.
• Support change management and access reviews in partnership with the IT Systems Architect and the Security team, contributing to Updater’s ISO 42001 certification posture.
• Assist with rollout, configuration, and ongoing administration of new SaaS tools as Updater’s environment evolves.

Requirements

Experience

• 1–3 years of IT support, helpdesk, or end-user technology experience in a professional environment (internships, MSP, or college IT roles count).
• Working familiarity with end-user support across macOS and Windows.
• Hands-on exposure to at least some of: an identity provider (Okta or equivalent), Google Workspace administration, Slack, Atlassian (Jira / Confluence), and an ITSM platform (Freshservice, ServiceNow, Zendesk, or similar).
• Demonstrated ability to write clear technical documentation — work samples, internal wiki contributions, or published help articles.
• Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as part of day-to-day work.
• Excellent communication skills, verbal and written, with the ability to translate technical concepts for non-technical audiences. 
• Familiarity or experience with AI governance frameworks, AI red-teaming, or AI-enabled application development.

Technical / Functional Skills

• Hands-on familiarity with macOS and Windows endpoint environments.
• Working knowledge of identity management (Okta or equivalent), Google Workspace, Slack Enterprise, Atlassian (Jira and Confluence), and ITSM platforms (Freshservice, ServiceNow, Zendesk, or similar).
• Ability to author structured, machine-readable documentation for both human and AI consumption.
• Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as a standard part of daily workflows.
• Bonus: scripting exposure (Bash, Python, PowerShell); compliance exposure (SOC 2, ISO 27001, ISO 42001, NIST); prior ownership of a knowledge base or documentation program.
• Relevant certifications a plus: CompTIA A+, Network+, Google Workspace Administrator, Okta Certified Professional, ITIL Foundation, or similar. 

Ways of Working

• You treat the Helpdesk as the front door of IT, and you want to be the person standing at it. End-user empathy and clear communication come naturally to you across every level of the company.
• You are a strong technical writer. You can take a debugging session you just ran and turn it into a document that someone else — or an LLM — can follow without you in the room.
• You see AI tools as a working partner, not a threat. You are curious about how to make documentation, runbooks, and IT processes more useful with AI.
• You are organized and detail-oriented. Tickets, documentation, and access records all reflect your care for accuracy.
• You are a self-starter who prefers to be pointed in a direction and given freedom to figure it out, and you ask questions when you need to.
• You are intellectually curious and quick to learn anything.
• You want to grow. You are looking for a role that begins at the Helpdesk and stretches into real SaaS administration over time. 

Compensation

This posting is anticipated to remain open until 7/31/2026. The new hire salary range for this position is $80,000 - $100,000 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines.

Expert Career Tips for IT Engineer Roles

To succeed in a competitive market as a IT Engineer, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with IT Engineer requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This IT Engineer position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.