This is a hybrid role to be based in Boston, MA. Candidates must be able to commute to our Boston office ~3 days per week.

We are looking for an experienced IT Operations Engineer to serve as the primary IT presence for our Boston office and support employees across the US.

In this role, you will be part of the global Digital Workplace & End User Technologies team, working closely with colleagues across Europe while providing hands-on support locally in the US.

You will help ensure that employees have a reliable, secure, and seamless technology experience by supporting our cloud-first workplace environment, modern endpoint management, and SaaS collaboration tools.

This role requires a capable IT generalist who can independently handle day-to-day IT operations and complex troubleshooting while operating within the standards and processes defined by the global IT team.

Your tasks and responsibilities will include:

End-User Support & Office IT

• Provide comprehensive end-user and on-site IT support for all US employees (Boston and remote), covering hardware, operating systems (macOS/Windows), SaaS applications, and office equipment (network, meeting rooms).
• Manage the IT aspects of the employee lifecycle, ensuring smooth onboarding and offboarding processes.

Endpoint & Digital Workplace Management

• Manage the full lifecycle of company endpoints by deploying, configuring, maintaining, and troubleshooting devices using MDM platforms (Kandji, Intune).
• Ensure security, compliance, and patch management across all company devices.
• Manage and support core digital workplace platforms including Google Workspace, Slack, Microsoft 365, identity and access management tools, and SaaS integrations.

IT Service Delivery & Operations

• Manage and resolve IT support requests and participate in global incident response using the Jira IT service management platform.
• Maintain accurate asset inventory and contribute to the internal knowledge base and operational documentation.

Global Collaboration & Continuous Improvement

• Serve as the local IT representative, ensuring alignment with global IT standards and processes, while proactively identifying and implementing improvements, automation, and tooling enhancements to improve the digital workplace experience.

What we are looking for:

• Proactive, hands-on mindset with strong ownership and accountability - comfortable identifying issues, taking initiative, and driving solutions through to completion.
• Proven experience in IT Operations, IT Support, or Digital Workplace engineering within cloud-first environments.
• Hands-on experience with modern endpoint management platforms such as Kandji, Intune, or Jamf.
• Experience supporting employees in a regional office within a global company.
• Experience administering Google Workspace and/or Microsoft 365 environments.
• Familiarity with identity and access management concepts (SSO, IdP, provisioning).
• Understanding of networking fundamentals and endpoint security practices.
• Experience working with ITSM tools and structured support processes.
• Clear communication and a service-oriented mindset.
• Ability to manage priorities and resolve issues independently while collaborating with a global team.

What Success Looks Like:

• Employees in the Boston office and across the US receive reliable and responsive IT support.
• Workplace technology operates smoothly with minimal disruption.
• The US region remains aligned with global IT standards and tooling.
• Operational processes and documentation continue to improve.
• Employees have a consistent and efficient digital workplace experience.

Additional Information:

• This role requires regular on-site presence in the Boston office (minimum three days per week), relocation will not be provided by tonies USA. Candidates must reside a reasonable commuting distance from our central Boston office.