IT Support Engineer

About the role

Solace is looking for an IT Support Engineer to own Tier 1 and Tier 2 support as the company scales rapidly. You will be the first point of contact for internal technology issues, handling everything from device provisioning to complex system troubleshooting.

Key responsibilities

• Provide Tier 1 and Tier 2 technical support via helpdesk, Slack, and remote‑support tools.
• Troubleshoot hardware, software, and connectivity issues on macOS, Windows, and mobile platforms.
• Manage user onboarding and offboarding, including device setup and account provisioning using Google Workspace, Okta, and 1Password.
• Support and maintain collaboration tools such as Slack and Zoom.
• Administer device‑management and endpoint‑security solutions.
• Maintain hardware inventory, asset tracking, and software license records.
• Collaborate with the Security team to enforce MFA, patching, and access‑control policies.
• Document troubleshooting procedures, IT workflows, and user guides in the internal wiki.
• Assist with network, printer, router, and A/V infrastructure support as needed.
• Participate in IT projects and process‑improvement initiatives.

Required profile

• Proven experience delivering Tier 1 and Tier 2 technical support.
• Familiarity with onboarding/offboarding processes and account provisioning.
• Ability to work in a fast‑growing, mission‑driven environment.

Required skills

• macOS
• Windows
• Mobile platforms (iOS/Android)
• Google Workspace
• Okta
• 1Password
• Slack
• Zoom
• Device‑management tools
• Endpoint‑security solutions
• MFA implementation
• Patch management
• Access‑control administration
• Network troubleshooting (printers, routers, A/V systems)