IT Support Engineer – L1/L2 Technical Support

About the role

Welo Global is seeking an IT Support Engineer to deliver L1‑L2 technical assistance to its worldwide workforce. You will manage ticket queues, ensure service‑level agreements are met, and provide exceptional customer service across multiple channels.

Key responsibilities

• Manage the Zendesk service desk: triage, troubleshoot, and resolve tickets within SLA targets.
• Maintain high CSAT scores, provide clear updates, and escalate issues when needed.
• Utilize Zendesk AI, macros and automation to speed up ticket handling.
• Provide desktop support for Windows 10/11 and macOS, including software deployment, updates, BitLocker/FileVault encryption, and peripheral issues.
• Provision and manage devices via Windows Autopilot and Microsoft Intune/Endpoint Manager.
• Administer macOS devices using Jamf or Mosyle.
• Oversee full device lifecycle, maintain asset records in Workday, and ensure secure data wipe/disposal.
• Administer Microsoft 365 suite, Entra ID (Azure AD), Exchange Online, Teams, SharePoint, and OneDrive.
• Support SSO and SaaS applications with role, group, and permission management.
• Manage mobile devices (iOS, iPadOS, Android) through Intune, Jamf, and Mosyle.
• Troubleshoot basic networking (DHCP, DNS, NAT, Wi‑Fi, VPN) and coordinate with network engineers.
• Assist with security incident response, phishing triage, and documentation of root‑cause analysis.
• Create and maintain internal runbooks and user‑facing knowledge‑base articles.
• Collaborate with a remote, cross‑time‑zone IT team and communicate proactively with stakeholders.

Required profile

• Flexible, engaged and responsive attitude.
• Willingness to embrace change and improve support processes.
• Strong communication skills for remote collaboration.

Required skills

• Windows 10/11
• macOS
• BitLocker & FileVault encryption
• Windows Autopilot
• Microsoft Intune / Endpoint Manager
• Jamf
• Mosyle
• Zendesk (including AI and macros)
• Microsoft 365
• Entra ID (Azure AD)
• Exchange Online
• Teams, SharePoint, OneDrive
• SSO and SaaS application administration
• iOS / iPadOS / Android device management
• DHCP, DNS, NAT, Wi‑Fi, VPN troubleshooting
• Security incident response and phishing triage
• Workday asset management