About this role
About KairostekAt Kairostek, we believe great technology starts with great people.
We foster a culture of innovation, collaboration, and continuous growth, empowering our team to make a meaningful impact while building solutions that shape the future. Our teams work across software engineering, artificial intelligence, cloud infrastructure, cybersecurity, digital products, payments technology, and technology operations to deliver scalable and innovative solutions for global organizations.
If you are passionate about technology, problem-solving, and continuous learning, we would love to hear from you.
About the RoleWe are looking for experienced IoT Desktop Support Engineers to join our global Desktop Support team. This role is responsible for providing technical support for end-user computing devices, Microsoft 365 services, and IoT-related hardware across all company locations. As a member of our global desktop support team, you will provide remote and on-site support to employees worldwide, ensuring high availability and performance of end-user technology.
This position operates as part of a centralized, globally distributed team supporting multiple office locations. You will work through Jira Service Management for ticket management. The role requires strong technical expertise in Windows environments, Microsoft 365 services, and the ability to provide backup support for M365 administration tasks.
Key ResponsibilitiesEnd-User Support & Troubleshooting
Provide Tier 1/2 technical support for end-users via Jira Service Management, addressing hardware, software, and connectivity issues
Respond to support requests through multiple channels: Jira tickets, Slack, email, and phone 24/7
Diagnose and resolve issues with Windows and macOS operating systems, common business applications, printers, peripherals, and mobile devices
Provide remote support using ManageEngine EndpointCentral for desktop management, troubleshooting, and software deployment across global locations
Perform on-site support at assigned office locations for hardware installations, replacements, and complex troubleshooting when remote support is insufficient
Microsoft 365 Support
Troubleshoot Microsoft 365 service issues including Outlook/Exchange Online, Microsoft Teams, OneDrive for Business, SharePoint Online, and Microsoft Intune
Assist users with M365 application setup, configuration, and basic usage questions
Provide basic user account management: password resets, license assignment verification, and group membership checks in Microsoft Entra ID (Azure AD)
Provide backup M365 administration support outside business hours when the primary Microsoft 365 Administrator is unavailable
Device & Asset Management
Install, configure, and deploy laptops, desktops, monitors, and IoT-related hardware for new and existing employees
Manage device lifecycle including provisioning, configuration, maintenance, and decommissioning using ManageEngine EndpointCentral
Maintain accurate inventory of computer assets, software licenses, and hardware allocations across all locations
Coordinate equipment shipping and logistics between offices for new hires, relocations, and hardware replacements
Ticketing & Documentation
Manage and prioritize support tickets through Jira Service Management, ensuring SLA compliance and timely resolution
Document all troubleshooting steps, resolutions, and known issues in Jira for knowledge sharing and future reference
Create and maintain desktop support documentation, including standard operating procedures, troubleshooting guides, and user guides
Prepare regular reports on ticket volume, resolution times, recurring issues, and hardware inventory for management review
Collaboration & Escalation
Escalate complex technical issues to Platform Engineering, Network, or Security teams as appropriate
Collaborate with global team members across different time zones to ensure 24/7 coverage for critical business operations
Participate in handover procedures and knowledge transfer sessions with team members in other regions
Work with HR and department managers to onboard new employees and ensure smooth technology setup
Security & Compliance
Follow IT security policies and procedures for device configuration, data protection, and access control
Ensure all devices comply with company security standards, including encryption, antivirus protection, and patch management
Report security incidents and suspicious activities to the Security team immediately
Assist with device compliance checks and remediation using Microsoft Intune and EndpointCentral
Qualifications & Experience2–3+ years of experience in a Desktop Support Engineer, IT Support Technician, or similar hands-on technical support role
Strong technical expertise in computer hardware, including troubleshooting motherboards, memory, storage devices, and peripherals
Hands-on experience with Windows 10/11 operating systems, including installation, configuration, and troubleshooting
Working knowledge of Microsoft 365 services (Outlook/Exchange Online, Teams, OneDrive, SharePoint, Intune) from a user support perspective
Experience with Microsoft Entra ID (Azure AD) for basic user account management, password resets, and license verification
Proficiency with Jira or similar ticketing systems for incident management, tracking, and reporting
Experience with endpoint management tools, preferably ManageEngine EndpointCentral or similar RMM solutions
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi) as they relate to end-user connectivity
Excellent problem-solving and analytical skills with the ability to diagnose and resolve complex technical issues independently
Strong verbal and written communication skills in English, with the ability to explain technical concepts to non-technical users
Customer-first approach with strong interpersonal skills and the ability to remain calm under pressure
Ability to work independently with minimal supervision and manage multiple priorities simultaneously
Willingness to provide after-hours support or travel to other office locations when required
PREFERRED QUALIFICATIONS
Microsoft 365 Certified: Modern Desktop Administrator Associate or Endpoint Administrator Associate certification
Microsoft Azure Fundamentals (AZ-900) certification
CompTIA A+, Network+, or equivalent industry certifications
Experience with ManageEngine EndpointCentral for patch management, software deployment, and remote control
Familiarity with PowerShell scripting for basic automation tasks
Experience supporting macOS devices in addition to Windows environments
Knowledge of ITIL framework and IT service management best practices
Experience working in distributed, global IT support teams across multiple time zones
What We OfferCompetitive compensation package.
Flexible and remote-friendly work environment.
Professional growth and development opportunities.
Exposure to international projects and teams.
Collaborative and inclusive company culture.
Opportunity to work with modern technologies and innovative solutions.
Equal Opportunity EmployerKairostek is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from qualified candidates regardless of race, ethnicity, gender, age, disability, religion, sexual orientation, or background.