About Learneo
Learneo is a platform of builder-driven businesses, including Course Hero, CliffsNotes, LitCharts, Quillbot, Symbolab, and Scribbr, all united around a shared mission of supercharging productivity and learning for everyone. We attract and scale high growth businesses built and run by visionary entrepreneurs. Each team innovates independently but has a unique opportunity to collaborate, experiment, and grow together, and they are supported by centralized corporate operations functions, including HR, Finance and Legal.
Role Overview
The IT Systems Engineer I is a key member of the IT Operations team, responsible for delivering technical support and managing endpoint devices, identity and access, employee technology services, and workplace productivity tools across a global organization.
This role is ideal for an IT professional with 2–5 years of experience in IT support, endpoint management, helpdesk operations, and employee lifecycle support. You'll troubleshoot macOS and Windows environments, support modern endpoint and identity platforms, and help deliver a secure, seamless technology experience for employees worldwide. The ideal candidate is customer-focused, technically curious, and thrives in a fast-paced, distributed environment.
Responsibilities
- IT Support & Helpdesk Operations
- Provide Level 1 and Level 2 technical support to employees across a global and distributed organization.
- Troubleshoot hardware, operating system, application, account access, connectivity, and workplace technology issues.
- Manage incoming support requests through helpdesk and ITSM platforms, ensuring appropriate prioritization, documentation, communication, and resolution.
- Diagnose and resolve common issues across macOS, Windows, browsers, productivity applications, collaboration tools, and SaaS platforms.
- Escalate complex technical issues to senior IT engineers, security teams, application owners, or external vendors when required.
- Maintain strong service levels and provide a professional, customer-focused support experience.
- Identify recurring incidents and contribute to root-cause analysis and long-term resolution.
- Endpoint Device Management
- Support the complete lifecycle of corporate endpoint devices, including provisioning, configuration, deployment, maintenance, troubleshooting, replacement, and decommissioning.
- Manage and support macOS and Windows endpoints using modern endpoint management and MDM platforms.
- Work with tools such as Kandji, JumpCloud, Microsoft Intune, or similar endpoint management solutions.
- Assist with device enrollment, configuration profiles, security policies, application deployment, OS updates, patching, and compliance monitoring.
- Troubleshoot endpoint performance, encryption, software installation, policy enforcement, and device compliance issues.
- Support remote employees with device setup, replacement, recovery, and technical troubleshooting.
- Maintain accurate endpoint inventory and asset lifecycle records.
- Assist with secure device offboarding, data protection, and equipment recovery processes.
- Employee Onboarding, Offboarding & Lifecycle Support
- Support end-to-end IT onboarding and offboarding processes for employees and contractors.
- Provision and deprovision user accounts, devices, applications, groups, and access based on approved requests and role requirements.
- Coordinate with people/HR, hiring managers, security, and IT teams to ensure a smooth employee technology experience.
- Support employee transfers, role changes, promotions, department changes, and access modifications.
- Ensure access is removed promptly and securely during employee offboarding.
- Follow established access-control, approval, and audit requirements.
- Identify opportunities to improve and automate repetitive employee lifecycle tasks.
- Identity & Access Management Support
- Support day-to-day identity and access management activities across enterprise applications.
- Assist with user provisioning, deprovisioning, group membership, application assignments, and access troubleshooting.
- Support identity platforms such as JumpCloud, Okta, Microsoft Entra ID, or similar solutions.
- Troubleshoot common Single Sign-On (SSO), Multi-Factor Authentication (MFA), password, authentication, and account access issues.
- Assist with access reviews and basic identity governance activities.
- Follow least-privilege and role-based access principles when managing user access.
- Escalate complex identity, integration, or security-related issues to senior engineers or security teams.
- Workplace Technology & SaaS Application Support
- Support commonly used enterprise collaboration and productivity platforms, including Google Workspace, Microsoft 365, Slack, Zoom, Atlassian products, and similar SaaS applications.
- Assist with account administration, permissions, groups, licensing, and user troubleshooting.
- Troubleshoot common issues involving email, calendars, file sharing, collaboration tools, conferencing platforms, and browser-based applications.
- Support basic integrations and workflows between workplace applications where appropriate.
- Work with application owners and vendors to resolve service issues.
- Maintain awareness of commonly used enterprise SaaS tools and their role within the employee technology environm
- ITSM & Service Management
- Work within established IT Service Management processes for incidents, service requests, access requests, and escalations.
- Use ITSM and helpdesk platforms such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar tools.
- Ensure tickets contain accurate troubleshooting notes, resolution details, and user communication.
- Follow agreed prioritization, escalation, and service-level processes.
- Contribute to improving ticket workflows, request forms, knowledge articles, and support processes.
- Identify repetitive support issues and recommend opportunities for standardization or automation.
- Support basic reporting on ticket trends, recurring incidents, and service performance.
- Endpoint Security & Compliance Support
- Assist with maintaining endpoint security and compliance controls across corporate devices.
- Support device encryption, OS patching, security agents, endpoint protection, and compliance policies.
- Assist with tools such as SentinelOne, CrowdStrike, Microsoft Defender, or similar endpoint security platforms.
- Identify and escalate suspicious endpoint behavior, security alerts, or policy violations.
- Support security and compliance initiatives related to endpoint management and employee access.
- Follow established security standards and contribute to audit evidence collection when required.
- Collaborate with Security teams on remediation activities and endpoint-related security incidents.
- Documentation & Knowledge Management
- Create and maintain clear technical documentation, troubleshooting guides, standard operating procedures, and knowledge-base articles.
- Document common incidents and repeatable resolution procedures.
- Develop employee-facing guides for common technology processes and self-service support.
- Ensure operational documentation remains current and usable by the broader IT team.
- Contribute to improving internal support processes and reducing recurring support demand.
- Communication & Collaboration
- Communicate clearly and professionally with employees across different technical skill levels.
- Translate technical issues into simple, understandable language.
- Work collaboratively with IT Operations, Security, People/HR, Finance, Engineering, and other business teams.
- Provide regular updates during incidents and complex support cases.
- Collaborate effectively across multiple time zones in a distributed environment.
- Demonstrate empathy, patience, accountability, and a strong customer-service mindset.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience.
- 2–5 years of experience in IT Support, Helpdesk, Desktop Support, Endpoint Management, or a similar role.
- Strong troubleshooting skills across macOS and Windows environments.
- Experience with endpoint management platforms such as Kandji, JumpCloud, Microsoft Intune, Jamf, or similar tools.
- Familiarity with identity and access management solutions including Okta, JumpCloud, or Microsoft Entra ID.
- Experience supporting employee onboarding, offboarding, device provisioning, and access management.
- Hands-on experience with ITSM platforms such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar.
- Familiarity with Google Workspace, Microsoft 365, Slack, Zoom, Atlassian, and other modern workplace tools.
- Good understanding of endpoint security, networking fundamentals, and IT service management.
- Basic scripting experience with PowerShell, Bash, or Python.
- Strong communication, problem-solving, and customer service skills with the ability to prioritize work in a fast-paced remote-first or globally distributed environment.
What Success Looks Like in This Role?
Within the first 6–12 months, the successful candidate should be able to:
- Independently resolve the majority of Level 1 and Level 2 IT support requests.
- Effectively support macOS and Windows endpoint environments.
- Manage common device lifecycle activities with minimal supervision.
- Support employee onboarding and offboarding processes accurately and consistently.
- Troubleshoot common identity, MFA, SSO, and application access issues.
- Work confidently within the organisation's ITSM and helpdesk processes.
- Maintain high-quality ticket documentation and employee communication.
- Contribute to improved knowledge documentation and self-service support.
- Identify and standardise or automate repetitive operational tasks.
- Serve as a reliable escalation partner for complex helpdesk and endpoint-related issues.
- Demonstrate continuous growth toward deeper endpoint engineering, identity management, and IT automation capabilities.
Benefits & Perks
- Competitive salary and annual bonus
- Medical coverage
- Life and accidental insurance
- Vacation & leaves of absence (menstrual, flexible, special, and more!)
- Developmental opportunities through education & developmental reimbursements & professional workshops
- Maternity & parental leave
- Hybrid & remote model with flexible working hours
- On-site & remote company events throughout the year
- Tech & WFH stipends & new hire allowances
- Employee referral program
- Premium access to QuillBot
- Benefits and benefit amounts differ by region. A comprehensive list applicable to your region will be provided in your interview process.
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We strongly encourage you to apply if you're interested: we'd love to learn how you can amplify our team with your unique experience!
This role is eligible for hire in India.
We are a virtual-first company with employees across the United States, Canada, India, Germany, and the Netherlands. Our compensation approach is market-based and varies by location while ensuring fairness, consistency, and transparency.
The base pay for this role is determined by several factors, including:
- Relevant professional experience
- Skills and expertise
- Scope and responsibilities of the role
- Internal equity considerations
In addition to base salary, total compensation may include bonus, equity, and benefits. Eligibility depends on role, level, and location.
We are committed to equal pay for equal work, and all compensation decisions are made using consistent, gender-neutral criteria in alignment with pay transparency requirements
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Equal Employment Opportunity Statement (EEO)
We are an equal opportunity employer and value diversity and inclusion within our company. We will consider all qualified applicants without regard to race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status. We will ensure that individuals who are differently abled are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment as provided to other applicants or employees. Please contact us to request accommodation.
