Senior IT Support Engineer

Role Overview

We are seeking an experienced Senior IT Support Engineer to join our IT team and take ownership of our global infrastructure, identity and access management, multi-cloud environments (M365, Azure, AWS), and multi-OS endpoint management (Windows, macOS, Linux) via JumpCloud MDM.

The successful candidate will combine advanced technical support and cloud administration expertise with hands-on experience driving modern AI workflows, maintaining seamless communication platforms (Slack), managing ITSM processes (Jira), and enforcing rigorous ISO 27001 security standards.

This is a hands-on technical role requiring someone who can troubleshoot complex multi-platform hardware and software issues, lead cloud infrastructure improvements, integrate AI-driven support tools, and help maintain a highly secure and compliant IT operating environment. Prior experience with Google Workspace is required as a foundational prerequisite, with Google Apps Script experience being highly advantageous.

Fluent written and spoken English is a mandatory requirement.

Key Responsibilities

Cloud Administration, SaaS & Identity (M365, Azure, AWS, Google Workspace)

• Administer and maintain Microsoft 365 services (Exchange Online, SharePoint, Teams, Defender) and Azure/Entra ID tenant environments.
• Manage Google Workspace foundational services (Gmail, Drive, Calendar, Admin Console) as part of core SaaS administration.
• Manage AWS cloud services, identity policies, IAM role assignments, and basic cloud infrastructure components.
• Configure and manage Single Sign-On (SSO), SAML, OAuth, and Multi-Factor Authentication (MFA) across SaaS apps.
• Monitor service health, security alerts, access logs, and administrative activity across cloud environments.

Device & Endpoint Management (JumpCloud MDM, Windows, Mac, Linux)

• Serve as Subject Matter Expert for JumpCloud MDM, managing user directory, zero-trust access, policy enforcement, and device orchestration.
• Manage deployment, patch management, system hardening, and troubleshooting for heterogenous fleet: Windows laptops, macOS, and Linux endpoints.
• Automate device provisioning, zero-touch onboarding, remote configuration, and offboarding workflows.

Collaboration, ITSM & AI Workflow Optimization

• Manage Slack administration, channel governance, app integrations, and automated workflows.
• Oversee Jira Service Management / Jira Software for ticket workflows, SLA monitoring, asset management, and change management processes.
• Leverage Google Apps Script and custom API scripts to automate repetitive IT workflows and cross-platform integrations.
• Leverage and evaluate AI productivity tools and LLM integrations to enhance helpdesk workflows, automated triage, and internal knowledge bases.

Information Security & ISO 27001 Compliance

• Implement and maintain security controls aligned with ISO 27001 principles, supporting annual audits and risk management activities.
• Ensure compliance across endpoint security, disk encryption (BitLocker/FileVault), vulnerability patch management, and access reviews.
• Participate in incident detection, response, forensic logging, and security awareness initiatives.

Senior Level IT Support & Escalation

• Provide tier-3 technical support for complex hardware, network, software, and cloud infrastructure issues.
• Develop comprehensive standard operating procedures (SOPs), knowledge base documentation, and operational standards.
• Provide technical mentorship to junior support engineers and lead technical onboarding.

Key Experience & Skills

Essential

• 5+ years of professional IT engineering, cloud administration, and senior technical support experience.
• Experience with Google Workspace administration and core services is a required prerequisite.
• Strong hands-on administration of Microsoft 365 (M365) and Azure / Entra ID environments.
• Practical experience managing AWS core services and IAM identity workflows.
• In-depth experience with MDM platforms, specifically JumpCloud for identity and device management.
• Proven expertise supporting cross-platform operating systems: Windows 10/11, macOS, and Linux (Ubuntu/Debian/RHEL).
• Hands-on experience with Slack administration and Jira / Jira Service Management.
• Practical exposure to ISO 27001 compliance, security control implementations, and audit readiness.
• Familiarity with leveraging AI tools (e.g., ChatGPT, Claude, GitHub Copilot, custom LLM integrations) to streamline operational IT tasks.
• Strong understanding of core networking (TCP/IP, DNS, DHCP, VPNs, Zero-Trust network access).

Desirable

• Experience developing automation and workflow solutions using Google Apps Script is highly advantageous.
• Relevant cloud or MDM certifications (e.g., AWS Certified SysOps, Microsoft Certified: Azure Administrator, JumpCloud Core / Advanced, Google Workspace Associate/Professional).
• Scripting ability for automation (Bash, PowerShell, Python, JavaScript).
• Experience with SIEM, endpoint protection (EDR/XDR), and Data Loss Prevention (DLP) tools.
• ITIL certification or strong understanding of IT Service Management best practices.

Technical Skills Summary

• Cloud Platforms: M365 (Exchange, Teams, SharePoint, Defender), Azure / Entra ID, AWS (EC2, S3, IAM), Google Workspace (Admin Console, Gmail, Drive)
• MDM & Identity: JumpCloud (MDM, Directory Insights, Policy Management, SSO)
• Operating Systems: Windows 10/11, macOS, Linux (Ubuntu/RHEL)
• Collaboration & ITSM: Slack Administration, Jira / Jira Service Management, Confluence
• Security & Compliance: ISO 27001, MFA, SAML, OAuth 2.0, Zero-Trust, BitLocker, FileVault, EDR
• AI & Automation: Google Apps Script, AI Helpdesk Integration, LLM Tooling, Scripting (PowerShell, Bash, Python, JavaScript)

Personal Attributes

• Highly analytical with a structured approach to troubleshooting cross-platform and cloud environments.
• Security-first mindset, naturally aligned with compliance and governance frameworks.
• Proactive advocate for efficiency, seeking out opportunities to leverage AI, Apps Script, and automation.
• Excellent written and verbal communication skills, able to explain technical concepts to non-technical stakeholders.

What Success Looks Like

• Maintain high-availability and security across M365, Azure, AWS, and Google Workspace environments.
• Achieve seamless device lifecycle management across all Windows, Mac, and Linux endpoints via JumpCloud.
• Drive high resolution speeds and user satisfaction within Jira and Slack channels.
• Successfully contribute to clean annual ISO 27001 compliance audits and risk reviews.
• Implement innovative Apps Script and AI tools to reduce ticket response times and automate repetitive tasks.

Fluent written and spoken English is a mandatory requirement.

Company օverview Address 3 H. Hakobyan street Number of employees 1-15 Website https://itsupport.am/ Phone +374 60 270777

Founded in 2012 by a team of IT professionals, "IT Support" LLC (ITS) is specialized in providing professional IT consulting and outsourcing services. The specialists of ITS have a long-term experience in designing and maintaining a wide spectrum of IT systems for different types of organizations.

The key to the company's success is maintaining a close and efficient working relationship with customers, understanding their objectives, ensuring modern, best possible and timely solutions to their needs for achieving maximum benefits from their operations.

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