IT Engineer

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the Role Updater is hiring an IT Engineer for our IT team

This role will serve as the first point of contact at the Updater Helpdesk, lead our IT knowledge management program — building documentation for both human readers and the AI assistants our employees rely on every day — and own Tier 2 systems administration across our SaaS stack.

The role reports to the Director, IT & Business Process Transformation.

This role is well-suited for an IT professional who takes pride in turning a messy troubleshooting session into a clean, reusable document, treats every helpdesk ticket as a relationship rather than a chore, and is genuinely curious about how AI tools can make IT support better — for the employees we serve and for the people doing the work.

Responsabilidades

Helpdesk Operations Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication

Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM), , Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite.

• Own the day-to-day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier 3/4 teammates as needed, and clean ticket hygiene to keep the Helpdesk auditable.

• Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management).

Surface recurring issues and friction points back to the IT team so they can be solved at the root rather than re-resolved one ticket at a time.

IT Knowledge Management Lead Updater’s IT knowledge management program — establishing the standard for how IT documents what it knows and driving adoption across the team.

Take ownership of our Confluence and Helpdesk knowledge bases: runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end-user-facing help articl.