{"id":3402022,"url":"https://alion.io/job/totara-it-support-engineer","title":"IT Support Engineer","company":{"id":721007,"name":"Totara","domain":"totara.com","url":"https://alion.io/company/totara-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":141000,"period":"year","method":"role_country_seniority_unknown","sample_n":2276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Bash","optional":false},{"name":"DNS","optional":false},{"name":"FedRAMP","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Power Automate","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"SOC 2","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"Python","optional":true},{"name":"Rest API","optional":true}],"status":"live","first_seen_at":"2026-10-28T11:44:59Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-29T20:55:55Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Totara is a global learning platform trusted by more than 1,500 organizations and 21 million users worldwide. We help organizations build workforce readiness through flexible learning, compliance, and talent development solutions designed to support complex and highly regulated environments across the public and private sectors.\nWe are looking for an IT Support Engineer to join Totara's internal IT team. You will pick up escalated issues from Tier 1, look after the systems our people use every day, and find ways to make IT simpler and faster for everyone.\nIT support at Totara runs on a follow-the-sun model shared between the UK, New Zealand and the US. You will cover US hours, picking up work from the UK and handing over to New Zealand at the end of your day. We aim to help people get their work done rather than stand in their way, to automate repetitive tasks, and to keep security built in without making it a burden.\n\n Main responsibilities\nHandle escalations from Tier 1 and the service desk and see them through to resolution within agreed SLAs. \nLead the response to IT incidents in your region, including root-cause analysis and post-incident write-ups. \nCover US hours in our follow-the-sun support model, with clear handovers to the UK and New Zealand. \nAdminister Microsoft Entra ID, including users, groups, SSO integrations, Conditional Access and MFA. \nRun joiner, mover and leaver processes, including lifecycle automation driven from HiBob. \nCarry out regular access reviews. \nManage our macOS and Windows devices through IRU, Apple Business Manager and Intune, including configuration profiles, compliance policies, patching and app deployment. \nLook after device provisioning, zero-touch enrolment, asset records and secure disposal. \nAdminister Microsoft 365 (Exchange Online, Teams, OneDrive and SharePoint) and other SaaS tools, including licences and vendor support cases. \nAutomate manual work using PowerShell, shell scripting, Power Automate and APIs. \nHelp build and improve our conversational AI ticketing tooling. \nWrite and maintain knowledge base articles and runbooks. \nApply security baselines and fix issues raised by our endpoint, identity and vulnerability tools. \nProvide evidence for audits and certifications such as ISO 27001, SOC 2 and Cyber Essentials, and support IT's work on FedRAMP. \nSupport IT project work, such as system migrations, new tool rollouts and process improvements. \nWork with Engineering, People, Finance and Security to roll out new tools, including AI tools. \nSkills and experience\n IT support or engineering experience, including time working at second-line level. \nExperience supporting staff across multiple regions, ideally in a SaaS or technology company. \nHands-on administration of a mixed macOS and Windows estate. \nMicrosoft Entra ID administration, including SSO (SAML/OIDC), Conditional Access and MFA. \nApple MDM (such as Jamf Pro, Kandji or IRU) and Intune in a production environment. \nMicrosoft 365 administration: Exchange Online, Teams, OneDrive and SharePoint. \nScripting in PowerShell or Bash/zsh, with an example of a manual process you have automated. \nExperience with Jira Service Management or a similar ITSM tool. \nGood working knowledge of endpoint security, patching and least-privilege access. \nNetworking fundamentals, including office Wi-Fi, DNS and VPN troubleshooting. \nDesirable\nExperience of SaaS app migrations. \nApple Business Manager across multiple entities, and macOS scripting for MDM. \nMicrosoft Purview, Defender for Endpoint or Intune compliance reporting. \nPython, Power Automate or REST API integrations. \nExperience with conversational AI ticketing tools. \nAudit and controls work for ISO 27001, SOC 2 or FedRAMP. \nHiBob or other HR-system-driven provisioning. \nCertifications such as MD-102, SC-300, MS-102, Apple Certified Support Professional, Jamf 100/200, ITIL 4 Foundation or CompTIA Security+. \nDon't meet every essential criterion? Please apply anyway. If you have some of the experience above and a real interest in learning the rest, we would still like to hear from you. \nAbout you\nYou enjoy helping people and can explain technical problems in plain language. \nYou look for a safe way to say yes to new tools and requests. \nYou are proactive with documentation, so anyone on the team can pick up where you left off. \nYou are comfortable working on your own and handing over clearly across time zones. \nYou are interested in automation and AI and keen to use them sensibly. \nYou want to keep learning, pick up new skills and grow with the team. \nBenefits and Perks\nUnlimited PTO\nEnhanced Parental Leave\nProfessional Development Opportunities\nAnnual Wellbeing Allowance\nNew Joiner home working set-up allowance\nAdditional Paid Leave: Birthday off, Working days between Christmas and New Years Eve\nThis is a full time, fully remote career opportunity that requires applicants to be in the United States, a U.S. citizen and pass a background check. Some travel may be required.\nWe’re committed to building a diverse, equitable and inclusive workplace where everyone feels they belong. We welcome applications from people of all backgrounds, identities and experiences, and we’re happy to make adjustments to support you through the recruitment process - please just let us know.","description_format":"text","description_chars":5304,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave","Professional development","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["E-learning","Learning Management Systems"],"lifecycle":[{"event":"open","at":"2026-10-28T14:49:24Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":33,"reasons":["conf:2","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/totara-it-support-engineer","json_url":"https://alion.io/job/totara-it-support-engineer.json","meta":{"generated_at":"2026-10-29T21:43:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32206,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":721007},"rest":"https://alion.io/mcp/rest/get_company?id=721007"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftotara-it-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftotara-it-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftotara-it-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/totara-it-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftotara-it-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3402022}},{"tool":"search_jobs","arguments":{"company":"totara.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3402022},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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