IT Support Engineer – IT Operations, Software & Automation (Remote)

Company: Ingenuity Technologies / TheHiveCareers
Work Arrangement: Remote
Working Hours: Monday to Friday, 8:00 AM–5:00 PM Jamaica time (GMT -5)

Role Overview

We are seeking a skilled and organized IT Support Engineer to support our technology infrastructure, business applications, and remote workforce.

The role combines IT administration and end-user support with software development, automation, data management, and technical project coordination. The successful candidate will maintain secure and reliable systems, resolve technical issues, and implement improvements that support business efficiency and continuity.

Key Responsibilities

IT Administration & Technical Support

• Administer and maintain cloud environments, business applications, user devices, and related IT services.
• Provide technical support for hardware, software, connectivity, email, and application issues.
• Manage user accounts, permissions, software installations, and system configurations.
• Support employee onboarding and offboarding, ensuring timely access provisioning and secure deactivation.
• Monitor system performance, availability, backups, and recovery readiness.
• Investigate recurring technical problems and implement preventive measures.
• Coordinate with service providers and recommend improvements to reliability and cost efficiency.

Security & Business Continuity

• Maintain access controls and enforce company IT security and remote working policies.
• Protect confidential information from unauthorized access, storage, or sharing.
• Support system monitoring, compliance reporting, and periodic access reviews.
• Maintain secure account recovery arrangements and company control of digital assets.
• Identify and escalate risks affecting system availability, data security, or business operations.
• Support backup, recovery, and business continuity procedures.

Software Development & Automation

• Develop, test, maintain, and troubleshoot internal applications, scripts, and operational tools.
• Automate repetitive tasks, reporting processes, and data workflows.
• Integrate business applications through APIs and other approved methods.
• Maintain spreadsheet formulas, scripts, and connections between operational systems.
• Support approved data collection and processing activities.
• Maintain documented source code, version control, and appropriate testing and deployment practices.

Data & Business Application Support

• Maintain accurate and consistent data across business applications, spreadsheets, and databases.
• Clean, validate, standardize, and deduplicate operational records.
• Support data imports, exports, segmentation, reporting, and synchronization.
• Troubleshoot data errors and restore affected records where required.
• Assist business teams in using systems effectively and improving existing workflows.

Website & Digital Platform Support

• Maintain and update company websites, portals, and related digital services.
• Support domain, hosting, email, and website configurations.
• Test website features, forms, integrations, and user journeys.
• Resolve technical errors and support performance improvements.
• Validate changes before production deployment and assist with new digital initiatives.

Device & Communication Support

• Configure and maintain company devices and communication applications.
• Troubleshoot device connectivity, application compatibility, and synchronization issues.
• Maintain security settings, backups, and account access.
• Evaluate suitable equipment and service plans based on operational needs.

Documentation & Coordination

• Maintain support logs, task plans, technical records, and progress reports.
• Document system configurations, scripts, workflows, and troubleshooting procedures.
• Develop user guides and provide training where required.
• Coordinate technical assignments with internal teams and external providers.
• Escalate delivery risks, dependencies, and resource requirements promptly.
• Provide structured knowledge transfer and handover to support ongoing maintenance and business continuity.

Required Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• Proven experience in IT support and systems administration.
• Practical experience with operating systems, cloud environments, remote desktops, and networking fundamentals.
• Experience supporting business productivity applications and managing user access.
• Hands-on software development or scripting experience.
• Ability to develop and troubleshoot API integrations and automated workflows.
• Experience with spreadsheets, formulas, and operational data processing.
• Understanding of software testing, version control, and deployment practices.
• Strong problem-solving, documentation, communication, and organizational skills.
• Ability to work independently, prioritize tasks, and support technical and non-technical users.

Preferred Skills

• Experience with cloud infrastructure and remote working environments.
• Familiarity with web technologies, website administration, and database systems.
• Experience with scripting languages and spreadsheet automation.
• Knowledge of cybersecurity, incident management, and backup and recovery practices.
• Familiarity with project tracking tools and software release processes.

Performance Expectations

• Resolve support requests within agreed service levels.
• Maintain reliable system availability and minimize recurring incidents.
• Complete onboarding and offboarding accurately and promptly.
• Deliver tested technical solutions within agreed timelines.
• Maintain secure systems, accurate data, and current documentation.
• Demonstrate continuous improvements in user experience and operational efficiency.

Working Requirements

The successful candidate must be available during core business hours and perform company work within the approved remote working environment, following applicable security, activity monitoring, and time-tracking policies. Support outside normal hours may occasionally be required, subject to prior approval and coordination.