End-point Support Engineer
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Job Summary
Black Duck Software Inc. helps organizations build secure high-quality software minimizing risks while maximizing speed and productivity. Black Duck a recognized pioneer in application security provides SAST SCA and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code open source components and application behavior. With a combination of industry-leading tools services and expertise only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.
End-point Support Engineer Black Duck Software Inc.
About the Role
As an End-point Support Engineer at Black Duck Software Inc. you will provide world-class technical support to employees globally. You will play a key role in ensuring a seamless technology experience by resolving issues efficiently maintaining systems and contributing to continuous improvement across IT operations.
Key responsibilities (what you will do):
- Provide exceptional IT support to Black Duck Software Inc. employees worldwide managing inbound tickets from submission to resolution.
- Document troubleshooting steps in detail and clearly communicate solutions to end users.
- Support onboarding for new employees by provisioning access to systems applications and hardware.
- Maintain an accurate hardware inventory using asset management tools ensuring efficient lifecycle management.
- Manage procurement and logistics for hardware and software including vendor coordination for orders deliveries and repairs.
- Uphold IT security best practices and contribute to a zero-trust environment using tools such as Okta.
- Analyze IT processes and recommend improvements to enhance team efficiency and user experience.
- Support and configure macOS iOS Windows and Android systems across an environment with 1600 endpoints.
- Develop and maintain documentation to standardize IT processes and improve operational efficiency.
- Manage small to medium-sized IT projects ensuring adherence to timelines scope and deliverables.
- Stay current with emerging technologies sharing knowledge and promoting a culture of continuous learning.
Key requirements:
- 25 years of hands-on experience in IT support or a related field.
- Required experience with MDM (InTune and Jamf)
- Proven experience managing inbound tickets end-to-end ensuring timely resolution and follow-up.
- Strong ability to document troubleshooting processes and communicate solutions clearly to users.
- Experience identifying process improvements and contributing to operational efficiency.
- Hands-on experience with Jamf Pro and Microsoft Intune with a solid understanding of MDM for macOS and Windows platforms.
- Experience supporting IT environments with 1600 endpoints.
- Strong working knowledge of macOS iOS and Windows systems.
- Experience supporting core technologies such as M365 Zendesk Adobe and Keeper with the ability to troubleshoot user issues.
- Enthusiasm for learning new technologies and staying up to date with IT trends.
- Excellent communication skills with the ability to explain technical concepts to diverse audiences.
- Experience contributing to or coordinating small to medium-sized IT projects.
- Familiarity with Okta or similar SSO platforms for identity and access management.
- A growth mindset with an interest in process improvement automation and emerging technologies including AI.
Pay Range
$57500 - $80000 CAD
Black Duck is an equal opportunity employer. We consider all applicants for employment without regard to race color national origin religion sex gender identity or expression age disability sexual orientation veteran or military service status or any other characteristic protected by applicable law. Black Duck complies with all applicable laws prohibiting employment discrimination in every jurisdiction where it operates and provides reasonable accommodations to individuals with disabilities in accordance with applicable law.
Required Experience:
IC
About Company
Build high-quality, secure software with application security testing tools and services from Black Duck. We are a Gartner Magic Quadrant Leader in AppSec.
