IT Support Engineer (Fixed Term)

Channel Factory provides intelligent marketing solutions for the next generation of contextual safety, suitability, and performance for brands and agencies. Our platform helps marketers implement, automate, and scale their marketing programs across the world’s largest video library, YouTube and emerging growth channels. We sit at the intersection of marketing and suitability and have a mission of enabling the world’s top brands to consciously connect with the right audience in the right context, maximizing suitability and contextual performance.

Channel Factory embodies a strong start-up culture that values diversity, collaboration, and results. Our bias towards execution balances critical thinking, analysis, and pragmatic problem solving. We expect a lot from one another and value our thoughtful and intellectually curious company culture. Remote work status is subject to change at any time.

Channel Factory is headquartered in the United States and has global offices across 20+ cities/countries. This position will be based in the United States. This role will report to our Director, Info Security/Compliance.

The IT Support Engineer is responsible for delivering high-quality IT support and device lifecycle management across the Americas region. This role will be a 6-month fixed-term position.

You will serve as the primary IT contact for Americas users, combining hands-on technical troubleshooting with systems administration and operational ownership. The role also plays a key part in strengthening onboarding processes, improving device management standards, and contributing to global IT initiatives.

Key Responsibilities

• IT Support & User Experience
• 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.
• macOS Fleet & Jamf Management
• 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.
• Device Lifecycle & Procurement (Americas)
• 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.
• Onboarding, Offboarding & HR Collaboration
• 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.
• Systems Administration Support
• 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.
• Global Collaboration & Projects
• 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.

• Additional Responsibilities
• All other duties as assigned

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.
• This role may involve occasional travel for in-person collaboration, meetings, trainings, etc.

Preferred 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, and you would be 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

About Channel Factory

Founded in 2010, Channel Factory is an award-winning marketing technology company that helps top global brands and agencies maximize YouTube advertising. Recognized as a technology innovator by Cynopsis and one of the fastest-growing companies by Inc., Channel Factory has served over three hundred of the Fortune 500 in delivering scalable, brand-safe, contextually aligned YouTube advertising software and services. By tapping into the deepest proprietary data pool on the market, the company enables highly customized, contextually aware, and dynamically optimized campaigns and provides industry-leading performance for a portfolio of clients across all industries.

Channel Factory is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Channel Factory makes hiring decisions based solely on qualifications, merit, and business needs at the time. The company also has employee resource groups focusing on encouraging inclusion and diversity in the workplace.

Salary Range: up to $75,000 annualized.