IT Support & Project Engineer

Working Schedule: Monday – Friday, Pacific Standard Time
Work Arrangement: Fully Remote (Work From Home)
Salary: USD $2,500 – $3,000 per month
Employer: A trusted IT Support & Consulting company located in San Francisco, California

Job Overview

The IT Support & Project Engineer is responsible for delivering advanced technical support, managing infrastructure projects, and driving improvements across systems, networks, and security. This role requires strong experience in security tools, network administration, documentation, and cross-functional collaboration.

Key Responsibilities

• Conduct analysis, including planning, designing, and evaluating a variety of information technology tools.

• Manage security solutions, including firewalls, antivirus, and intrusion protection systems.

• Perform scheduled maintenance tasks, monitor networks and cloud platforms, and provide internet and intranet user support.

• Participate in developing, proposing, managing, and delivering IT projects to drive technological advances or efficiencies.

• Write and present proposals to clients.

• Collaborate with other Ignition team members to provide account management functions to clients.

• Develop and enhance processes and technical documentation, create back-up procedures, test plans, and reports.

• Design, implement, and manage network infrastructure, including routers, switches, firewalls, and VPNs.

• Monitor client network performance and address connectivity issues.

• Implement and manage data backup and recovery processes.

• Test and validate backup systems to ensure data integrity.

• Implement and enforce security measures to protect systems and data and conduct security audits and address vulnerabilities.

• Produce and maintain clear, concise, and accurate technical documentation that communicates complex information clearly and concisely, including user manuals, installation guides, knowledge base articles, on/offboarding SOPs, and other relevant materials, with a logical structure and consistent style, adhering to documentation standards, style guides, and industry best practices. Identify and understand the target audience for technical documentation and tailor content to the needs and proficiency levels of different user groups.

• Bridge the gap between subject matter experts (SMEs) and end-users, ensuring that technical concepts and instructions are easily understood, user-friendly, and accessible. Collaborate with (SMEs) to gather information and understand technical concepts.

• Solicit feedback from users, support teams, and other stakeholders to improve documentation continuously.

• Handle escalated issues coming from lower-level IT support groups.

• Escalate issues as necessary to appropriate support tiers or teams.

• Conduct complex, important work under minimal supervision with wide latitude for independent judgment.

• Participate in performance appraisals of peers.

• Maintain an accurate log of work performed per issue in the company ticketing system, including time spent and a detailed description of the duties performed. Work descriptions in tickets should provide sufficient detail for other technicians to follow successfully to the same resolution if an identical issue is encountered.

• May spend a portion of time performing the work duties of the Help Desk Tech I and Help Desk Tech II positions.

• May mentor less-experienced team members.

• May be required to manage projects and delivery teams.

• Other duties as assigned.

Required Skills & Qualifications

• 5–10+ years of experience in IT engineering or senior technical support.

• Strong understanding of DNS, TCP/IP, and network protocols.

• Hands-on experience with any of the following:

• Google Workspace administration

• Mac desktop support

• MDM platforms such as JAMF, Intune, Meraki Systems Manager, Workspace ONE

• Identity platforms such as Microsoft EntraID, Okta

• Security tools such as SentinelOne, Ironscales

• Compliance evaluation and management

• Experience in cloud administration

• Strong proven documentation and communication skills.

• Ability to troubleshoot remotely and guide users via phone.

• Ability to work independently with minimal supervision.