Role Description As an IT Support Engineer, you’ll resolve customer service tickets and provide ongoing support across desktop, server, network infrastructure, and cloud computing environments. We’re looking for a service‑first mindset and a genuine passion for taking care of customers demonstrated by communicating clearly, acting with empathy, and delivering timely, effective solutions. You will bring professional experience in computer networking, NOC, or helpdesk environments, along with the ability to independently resolve a wide range of support issues. Core Functions - Manage, update, and provide support for customer infrastructure, encompassing firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure. - Pivot to prioritize and address high-impact tickets, efficiently allocating time and resources to ensure timely resolution. - Go beyond resolving tickets to ensure that solutions fully address customer needs and contribute to long-term success. - Regularly communicate with customers and CIT employees via verbal and written communication to address and resolve issues. - Maintain accurate records of support activities, including ticket updates, resolutions, and customer interactions. - Meet or exceed Key Performance Indicators (KPIs) related to ticket resolution time, customer satisfaction, and other relevant metrics. - Participate in ongoing education and training. Engineers must obtain the CompTIA A+ and Network+ certification within their first year at CIT if they don't already have them. - This position may require shift work in a 24/7/365 environment and the capacity to work evening, overnight, weekend, and holiday as required. - Perform other duties and responsibilities as assigned. Qualifications - 3+ years of professional experience in computer networking, NOC, or helpdesk environments. - Advanced knowledge of managing network devices and configurations. - Intermediate Microsoft 365 knowledge and support experience. - Intermediate Active Directory design, implementation, and administration skills. - Intermediate knowledge of computer hardware and multiple operating systems, including Windows Desktop and Server OS, macOS, and virtualization platforms such as VMware, Microsoft Hyper-V, or Scale. - Ability to perform tasks with minimal supervision. - Solve problems independently and as part of a collaborative team. - Strong computer and typing skills. - Participation in an on-call rotation, including weekends and holidays. - Must be authorized to work in the United States. - A criminal background check and professional reference check will be conducted as part of the hiring process. - After hiring, this position may require passing a CJIS background check depending on the team assignment. Desired Qualifications - 2+ years of experience working with a managed service provider (MSP). - Industry-recognized certifications such as CompTIA A+, CompTIA Network+, or CCNA. Work Environment - This position will work a fully remote schedule anywhere within the United States. - The schedule is 8:00am–5:00pm (Central Time) Tuesday through Friday, and 8:00am–4:00pm Saturday. - This position may require shift work in a 24/7/365 environment and the capacity to work evening, overnight, weekend, and holiday rotations as required. - Local commute to customer sites may be required based on employee proximity to customers. - Most end‑user interactions will be conducted virtually. Engineers are expected to have their web cameras on during both external and internal meetings. Pay Range The salary range for this role is $65,000 – 80,000. At CIT, compensation is based on total experience, performance, subject matter expertise, and other job-related factors. We are committed to fair and competitive pay that rewards contributions and impact. Benefits - Medical, dental, vision, life & disability insurance. - 401(k) with matching employer contribution. - Flexible work schedules. - Paid volunteer & parental leave time. - Flexible paid time off policy. - Employer‑sponsored rewards & recognition program. Equal Opportunity Statement CIT is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment, regardless of their race, color, creed, religion, ancestry, national origin, sex, affectional preference, gender identity, disability, age, marital status, veteran status, status with regard to public assistance, or any other legally protected characteristics.

Role Description Media Plan is seeking an IT Support Engineer to handle the full range of end-user support requests. The ideal candidate will be self-motivated, energetic, tech-savvy, collaborative, a strong troubleshooter who can both deliver frontline support and resolve complex, escalated issues, and understands the dynamics of a fast-growing company. The right person is equally comfortable troubleshooting a critical issue in real time, supporting an executive before an important meeting, and designing scalable systems that eliminate entire categories of future problems. - Diagnose and resolve advanced hardware, software, network, and connectivity issues for end users - Respond to and manage incidents and service requests through the ticketing system, meeting required SLAs - Provide both frontline and escalated technical support, handling the full range of incidents and service requests from initial intake through resolution - Install, configure, and troubleshoot software applications and endpoint management tools - Document solutions, create knowledge base articles, and maintain standard operating procedures - Maintain employee IT profiles and ensure each user’s computer remains compliant with company IT and security policies - Identify recurring issues and recommend process or system improvements - Own IT asset management across the equipment lifecycle, including tracking, assignment, inventory accuracy, and retirement of hardware and software Qualifications - Experience in an IT Engineer/Technician role with exposure to AV environments - Hands-on experience supporting AV control systems (Crestron, Extron, Q-SYS) and audio DSP platforms (Biamp, Shure, etc.) - Ability to communicate clearly and effectively at all levels in the organisation and to different levels of technical ability - Proven ability to work and deliver effectively within defined measures of success - An analytical and pragmatic problem-solving focus - Recognised professional IT or AV qualifications (e.g., Crestron, Extron, Q-SYS, Biamp Tesira, Shure certifications) - Helpdesk experience (Freshdesk, Service Now etc) - Experience with the O365 suite of applications and tools - Experience of WAN technologies such as MPLS and site-to-site VPN - Experience of SD-WAN, internet breakout, and web-filtering technologies Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Paid Time Off (Vacation, Sick & Public Holidays) - Training & Development - Work From Home - Wellness Resources

Role Description We are looking for an IT Support Specialist to join our internal IT team and provide high-quality remote support to employees in a multinational environment. This role suits someone with solid L1 experience who wants to grow beyond basic ticket handling into IT operations, identity and access management, documentation, and automation. You will work with documented processes and escalation paths, with support from more experienced team members - but we expect curiosity, ownership, and a drive to improve how things work. What You'll Do - End-User Support: - Provide remote IT support across locations and time zones. - Troubleshoot issues with Windows 10/11, macOS, Microsoft 365, Google Workspace, VPN, Wi-Fi, browsers, and business applications. - Communicate clearly with users: set expectations, provide updates, and follow through until resolution or escalation. - Ticket Ownership: - Own the full ticket lifecycle - log, categorize, prioritize, troubleshoot, resolve, escalate, follow up, and close with clear notes. - Escalate to L2/L3, infrastructure, security, or application teams when outside L1 scope. - Write reusable notes to support pattern analysis and improvement. - Identity, Access, and Onboarding Support: - Support onboarding and offboarding per documented procedures: account creation/deactivation, standard access packages, and permissions checks. - Provide basic support in Microsoft Entra ID / Azure AD - user accounts, group membership, MFA, and basic access issues - escalating complex cases as needed. - Handle user requests in both Microsoft 365 and Google Workspace. - Documentation and Knowledge Base: - Create and maintain internal IT documentation, guides, and KB articles. - Document recurring issues, known fixes, and support procedures. - Keep documentation current as tools and processes evolve. - Process Improvement: - Notice patterns and help improve the support experience: suggest durable fixes, improve workflows, standardize onboarding/offboarding, and support internal scripts or automations. - Automation experience is not required, but interest in PowerShell, Power Automate, Google Apps Script, APIs, or reporting is a strong advantage. Qualifications - 2+ years in IT support, helpdesk, or a user-facing IT role - Windows 10/11 support experience in a business environment - Hands-on experience with Microsoft 365 or Google Workspace - Basic identity and access knowledge: users, groups, MFA, passwords, permissions - Networking basics: TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting - Experience with a ticketing system (Jira SM, Zendesk, Freshservice, ServiceNow, or similar) - Good written English; ability to work independently and escalate appropriately Requirements - Microsoft Entra ID / Azure AD experience - MDM tools: Intune, Jamf, Mosyle, Kandji, or similar - Scripting/automation: PowerShell, Power Automate, Google Apps Script, basic APIs - ITIL awareness or ITSM experience - Onboarding/offboarding workflow experience - Technical documentation or KB writing experience - Familiarity with AI-powered productivity tools (ChatGPT, Microsoft Copilot, Claude or similar) and ability to support basic user questions around their adoption and usage Benefits - Work schedule: Monday-Friday, shifts 8:30 - 17:30 EEST, including 1h break. - Days-off on US national holidays. - Paid vacations and sick-leaves. - Reduced Fridays during summer.

Role Description We're looking for an experienced IT Service Transition specialist to join us immediately on a 3-month contract, supporting a large-scale, multi-site hospitality customer with network deployment spanning Wi-Fi remediation, SD-WAN (Software-Defined Wide Area Network), and hosting workstreams. This is an inflight, high-profile programme, so you'll need to get up to speed quickly and pick up existing workstreams with minimal ramp-up time. You'll own the transition of services from delivery/project phase into live operational support, ensuring a smooth handover with minimal disruption to a high-complexity, high-profile client. - Leading end-to-end service transition planning and execution - Coordinating handover between project delivery, engineering, and service delivery teams - Managing transition documentation, RAID logs, and go-live readiness criteria - Acting as a key point of contact for client stakeholders throughout transition - Identifying and mitigating transition risks across a multi-site network - Providing transition governance, reporting, and executive-level updates to programme boards, service leadership, and customer stakeholders - Confirming the target operating model is ready before go-live, including support ownership, resolver groups, SLAs (Service Level Agreements), OLAs (Operational Level Agreements), and escalation paths - Planning and coordinating knowledge transfer sessions for service desk, NOC (Network Operations Centre), engineering, and service management teams - Owning service readiness assessments across people, process, tooling, monitoring, documentation, support model, knowledge management, and supplier dependencies - Driving operational acceptance and formal service acceptance into business-as-usual (BAU) support - Planning and managing Early Life Support (ELS) and hypercare periods, ensuring a smooth transition into steady-state operations - Ensuring transition activity is aligned to change, release, and CAB (Change Advisory Board) governance, including go-live approvals, implementation, rollback, and communication plans - Ensuring operational tooling, monitoring, alerting, asset data, CMDB (Configuration Management Database) records, and service dependencies are fully validated ahead of service acceptance Qualifications - A proven Service Transition background within an MSP (Managed Service Provider) environment - Strong process, transition, and governance discipline - Solid working knowledge of cloud and networking technologies, including Microsoft, Meraki, and Fortinet - Experience delivering into enterprise or mid-market accounts - Strong understanding of ITIL Service Transition, Service Validation & Testing, Knowledge Management, Change Enablement, and Service Acceptance - Comfortable managing complex, multi-stakeholder transitions under time pressure, with the ability to hit the ground running on live projects - Experience managing transitions involving multiple suppliers and customer stakeholders - Experience working with ServiceNow, CMDB management, and operational monitoring platforms Requirements - Desirable: Hospitality or multi-site retail sector experience - ITIL or formal service transition qualifications - Exposure to SD-WAN and network security transition Benefits - This is a 3-month contract with an immediate start, paying up to £600 per day (dependent on experience).