IT Support Engineer

SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for an experienced IT Support Engineer to provide top-tier technical support and ensure the smooth operation of our IT infrastructure. In this role, you will be the first point of contact for employees seeking assistance, troubleshooting issues across Mac and Windows devices, business applications like Slack, Zoom, Google Workspace, and Microsoft 365, and managing endpoint security and authentication systems. You will also play a key role in maintaining our fleet of end-user devices, implementing security policies, managing VPN connectivity, and supporting identity and access management. If you’re passionate about delivering exceptional IT support, optimizing business technology, and enhancing security and compliance, we’d love to hear from you!

SOCi expects to pay a base salary in the range of $57,000 - $78,500 USD base plus bonuses/commission. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.  

Who We Are

SOCi is one of the fastest growing technology companies in the United States, ranking on the Inc. 5000 Fastest Growing Companies in America list for the last seven consecutive years.  The leader in AI-powered marketing solutions for multi-location businesses, SOCi is trusted by nearly 1,000 top brands including Ford, Ace Hardware, Kumon, Liberty Tax, and more. At SOCi, our vision is to empower people to do what they love by providing intelligent software that can do the rest. SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketers, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before. View more on our Awards & Accolades here! 

How You’ll Make an Impact

User Support & IT Troubleshooting

• Respond to employee requests for technical support via our IT Help Desk.
• Provide technical support to employees using both Mac and Windows devices. 
• Troubleshoot and resolve issues on hardware, software, VPN, and other IT systems.
• Troubleshoot and resolve user problems across our business technology stack including Slack, Zoom, Google Workspace, Microsoft 365, and other SaaS applications/
• Provide superior customer service with a focus on timely resolution with SLOs. 
• Work with senior support staff to solve complex IT situations.

End Point Management

• Manage and maintain our fleet of end-user devices including desktops, laptops, monitors, mobile devices, and peripherals.
• Implement and manage endpoint security policies including device encryption, authentication, and anti-virus software.
• Monitor and deploy software updates and patch management in line with company policies and security practices.

User Identity & Authentication Management

• Manage identities and permissions with Google Suite, Azure AD or other identity management systems. 
• Manage authentication and access through OneLogin or other SSO systems.
• Implement and manage Single Sign-On using SAML and other protocols.
• Ensure multi-factor authentication compliance in line with our security practices.

Networking & VPN Support

• Troubleshoot and resolve VPN connectivity issues, ensuring secure remote access for employees.
• Assist with managing SOCi’s network infrastructure, ensuring stable, high-performance network connectivity for all users.

Google Workspace Administration

• Administrator Google Workspace including Gmail, Drive, Groups and Users.
• Configure user accounts, permissions and security in the Google Admin Console.
• Support users with Google Workspace issues.

Productivity SaaS Administration

• Zoom administration as required.
• Slack administration as required.

Microsoft 365 Administration

• Support end users with licensing requests.

Auditing & Compliance

• Assist with IT controls and produce data for internal audits. 
• Assist with license audits, and manage license usage to optimize costs.

Documentation

• Maintain or create operating procedures and “run books” for the help desk.
• Provide training materials as required to employees on business technologies.

What You’ll Need to be Successful

• Remote Opportunity: Ability to work 100% remotely 
• Must Have:  
• 3+ years of experience in IT support or related fields responsible for user support, end point management, role based authentication, cloud administration, and networking.
• Experience with Google Workspace administration and troubleshooting.
• Experience with VPN technologies, remote access management, and security. 
• Proficiency troubleshooting Windows and MacOS operating systems.
• Proficiency with networking protocols including TCP/IP, DNS, DHCP, VPN) and basic networking hardware.
• Experience with endpoint management tools such as SCCM, Intune or Jamf).
• Familiar with cloud based identity management systems.
• Experience working with security tools (firewalls, antivirus, encryption).
• Excellent communication and interpersonal skills, with a focus on customer service. 
• Strong analytical and problem solving skills.
• Ability to troubleshoot complex IT problems, and collaborate with multiple teams.
• Detail oriented, with strong documentation and organizational skills.
• Self-motivated, proactive and capable of working in a 100% remote environment.
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned.

This position will remain open with applications due by April 19, 2025. This position is being hired on an urgent basis. The application window may close before April 19, 2025 if SOCi receives a sufficient number of applications to select a candidate prior to that date.

What SOCi Provides to You

• Comprehensive Benefits Package (full-time, non-contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment  (full-time, non-contract roles only)
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs 
• Empowering Career Growth and Success 

What’s Important at SOCi

Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi-Location brands. Our passionate team of SOCialites work from home around the globe! 

Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit soci.ai for more information.  

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. Please note that if selected for a position at SOCi, you will be required to complete an E-Verify check to confirm your eligibility to work in the United States (if applicable).

 #LI-Remote