IT Support Engineer

Qualifications Required:

• 24 years of hands-on IT support experience in a helpdesk or IT operations role

• Proficiency in Google Workspace and Microsoft 365 administration

• Experience with an MDM platform, preferably Hexnode

• Comfortable working within the US Eastern time zone (Note: The qualifications section is incomplete in the provided job description) Role Overview: Tru Performance, a B2B digital marketing and IT operations agency, is seeking an IT Support Engineer to provide Level 1 and Level 2 helpdesk support for one of their US-based SaaS clients in the video communications industry. As an IT Support Engineer, you will be responsible for addressing day-to-day IT issues, managing user accounts, and ensuring smooth IT operations within the US Eastern time zone. Key Responsibilities:

• Google Workspace Administration

• Handle password resets, account unlocks, and access recovery for employees

• Set up and manage user accounts, email aliases, groups, and distribution lists

• Configure and maintain Google SSO for connected applications

• Support Google Workspace security settings, audit log review, and admin console management

• Manage user onboarding and offboarding within Google Workspace

• Microsoft 365 Administration

• Administer Microsoft 365 user accounts, licenses, groups, and permissions

• Support employees with Microsoft 365 applications like Outlook, Teams, SharePoint, and OneDrive

• Assist with SharePoint document site management and configuration improvements

• Coordinate with the client team on M365 best practices

• Device Management (Hexnode MDM)

• Manage device enrollment, configuration, and policy deployment using Hexnode MDM

• Provide device support for employees including setup, troubleshooting, and remote management

• Assist with equipment provisioning and setup for new hires

• Maintain accurate records of device assignments and configurations

• Endpoint Security Support (Microsoft Defender)

• Support the rollout and management of Microsoft Defender across employee endpoints

• Monitor Defender alerts and escalate or resolve security issues

• Assist with antivirus and spam control configuration and maintenance

• Flag any security concerns to the appropriate team promptly

• Helpdesk & Ticketing (Asana and Slack)

• Manage and respond to IT support requests through Asana and Slack

• Prioritize and resolve tickets within agreed response windows

• Maintain clear documentation of recurring issues and resolutions

• Id