IT Support Engineer

Role & Responsibilities 

Technical Support Delivery 

• Deliver day-to-day technical support for users, managing service requests, incidents, and escalations via the ticketing system 

• Provide troubleshooting and maintenance support for Microsoft 365 (SharePoint, Exchange Online, etc), endpoint management, Atlassian tools, and other corporate applications 

• Support user onboarding and offboarding, access provisioning, and asset management in collaboration with HR and IT teams 

• Collaborate with APAC, EMEA, and Americas IT colleagues to ensure seamless 24/7 global support coverage 

Process & Documentation 

• Document technical processes, create internal knowledge base articles, and contribute to continuous improvement of support workflows 

• Maintain accurate records of all incidents, procedures, and solutions in the ticketing system 

• Follow established ITIL-based procedures for incident, problem, and change management 

• Contribute to the knowledge-sharing culture across the global IT team 

Specific Experience & Skills 

Technical Proficiency 

• 3-5 years of hands-on experience providing IT support in a global or multi-region organization 

• Proven ability to troubleshoot and resolve issues across Microsoft 365, Windows, and macOS environments 

• Experience with Entra ID, Intune, and Endpoint Management tools such as NinjaOne (or equivalent) 

• Basic understanding of networking concepts, VPNs, and remote access solutions 

Soft Skills  

• Excellent communication skills with the ability to explain technical concepts across multiple time zones and cultures 

• Strong customer service orientation 

• Ability to document incidents, procedures, and solutions clearly and contribute to knowledge-sharing initiatives 

• Ability to prioritize and manage multiple support requests simultaneously 

Required Qualifications 

Must Have 

• Microsoft Certification demonstrating ability to manage M365 environments or similar (e.g., MS-900, MD-102, or equivalent) 

• 3-5 years proven experience in IT support role within a corporate environment 

Nice to Have 

• Experience with RMM tools like NinjaOne 

• Experience supporting VoIP systems and unified communications platforms 

• Experience supporting Servers in a cloud environment 

• Familiarity with ISO 27001 or SOC 2 compliance requirements 

• Familiarity with Atlassian (Jira, Confluence) for ticketing, knowledge base, and workflow tracking 

Technical Environment 

You will be supporting: 

• Microsoft 365 suite (Exchange Online, Teams, SharePoint, OneDrive) 

• Windows 10/11 and macOS endpoints 

• Microsoft Intune and Entra ID 

• NinjaOne endpoint management platform 

• Atlassian suite (Jira, Confluence) 

• VoIP and unified communications platforms 

• Various SaaS applications 

**This position may be required to work on shift basis following US working hours.

ABOUT US

GoGlobal is the leading professional services company to guide, establish and manage global operations with compliance and confidence. We bring the human touch to entering new markets and consolidating vendors through a single point of management. With a presence in over 140 countries on six continents and growing, we make running a global business easy.

Business & Corporate Services provided:

• Entity Solutions: Entity establishment, Corporate secretarial & directorship services, Domicile services, Dormancy/Liquidation
• HR Solutions: Global recruitment, Employer of Record (EOR), Agent of Record (AOR), Global benefits, Global payroll, International HR Consulting
• Finance Solutions: Accounting & Tax

For more information, please visit GoGlobal.com

OVERVIEW

We Measure Success by Results, Not Hours Worked

No timesheets.

At GoGlobal, we give you the autonomy to make decisions that create real impact. We prioritize results over hours worked, focusing on quality of outcomes rather than tracking time.

As a privately owned company, we are free from the pressures of venture capital or private equity investors demanding exponential growth in unreasonable time frames.

Sometimes, things just take time to do well. In our business, delivering great results is a process - and we're committed to doing it right.

We are not for sale. We believe that financial success is a natural outcome of our work, not the primary goal. Unlike many investors who view money as a goal, our focus is on long-term growth and sustainable success.

We are a global team, built for those who want to go further. Here's what your career at GoGlobal looks like:

• A company small enough for your voice to be heard meaningfully, yet large enough to make a global impact
• Collaborating with a diverse, global and supportive team
• Built for the long-haul - no VC or PE pressure, just a focus on sustainable growth

WHY WE ARE DIFFERENT

We Make Growing Your Career Possible

• We operate with the benefits of a partnership without the complexities of a partnership. Our hybrid partnership-corporate model offers all employees the opportunity to become a partner, while maintaining a streamlined corporate structure so that decisions are made quickly

• We do not offer equity plans. As we are not for sale and are not chasing an exit, "stock options" hold little value in our business model. Instead, we provide opportunities for outstanding employees to make partner and share in the profits. We believe it's better to build lasting value than to chase a one-time payout

• We prioritize organic and sustainable growth. Expanding operations quickly by way of mergers and acquisitions might seem appealing, but the reality is integrating diverse cultures can be challenging. We're proud of our own culture and prefer to grow it our way

• We're global. We offer career opportunities across the world-whether it's new job roles or international locations

• English is our official language, but for many, it's our second language. We embrace this and find it rewarding communicating with colleagues from all over the world

• We are not a family. We operate more like a high-performing sports team where each individual's contribution is crucial to our collective success

• We keep things simple and collaborative. Our structure makes it easy for teams to work together across borders so we can serve our clients with global needs more effectively. Unlike big, siloed companies, we work seamlessly to handle international deals without the headaches of territorial ownership

• We believe in transparency and trust. Every month, we share our financials with the team so everyone knows where we stand and what's coming next. It's all about open communication, building trust and empowering every individual to be part of our journey. We don't tell you what to think - we provide the information you need to make your own informed decisions

• We believe flexibility drives success. Our company is built on trust, and that's why we embrace fully remote work, and hybrid options in some countries. Forget rigid office routines - it's old school! This flexibility fuels productivity, strengthens our workforce, and ensures we remain agile in a fast-changing world.

Ready to take the next step in your career with us? Apply now!

**Kindly review the provided privacy notice (LINK) to gain a comprehensive understanding of our policies and practices governing the treatment of your Personal Data.