IT Support Specialist II

As an IT Support Specialist II at WP Engine, you will be the backbone of our Austin office technical operations. In this role, you will deliver exceptional hands-on customer support, managing day-to-day user systems, hardware provisioning, and core SaaS tools. If you thrive on solving technical challenges, love working with macOS and modern cloud technologies, and bring a customer-first attitude every single day, this is the role for you!

Responsibilities

Provide high-touch, tier-2 in-office IT support for local Austin employees across hardware, operating systems, and core applications; Deliver global remote first-line support for core infrastructure systems; Manage, configure, and troubleshoot MacBooks running macOS using Jamf for device management and endpoint security; Administer user access, onboarding/offboarding, and identity lifecycle within Google Workspace and Okta; Support productivity, ticketing, and collaboration platforms including Slack, Zoom, and the Atlassian suite (Jira, Confluence); Maintain accurate inventory records for hardware assets, peripherals, and software licenses; Diagnose and resolve technical tickets promptly, ensuring high user satisfaction and adherence to internal SLAs; Collaborate with global IT infrastructure and security teams to enforce IT policies and implement internal tool improvements

Requirements

Proven experience delivering elite, customer-inspired technical support with a strong empathetic approach; Deep hands-on experience troubleshooting MacBook hardware and macOS environments; Practical experience enrolling, deploying, and managing devices using Jamf; Hands-on experience administering Google Workspaces, Okta, Atlassian (Jira/Confluence), Slack, and Zoom; Ability and willingness to work on-site in our Austin, TX office 5 days per week; Strong analytical and troubleshooting skills to resolve complex hardware, software, and network issues independently

Benefits

Company Stock Options; Medical, Dental, Vision, Life Insurance; Fertility Benefits (IVF/Fertility drug coverage); HSA Company contribution $750 for employee / $1500 for family; 401(k) with a 4% match; Disability Insurance; Paid Family and Caregiver's Leave; Employee Assistance Program; Generous Vacation Time; One-time $500 payment to set up your home office; 4 Company Wellness Days a year; 1 floating holiday; Pet Insurance; On-going education through LinkedIn Learning, Workday Learning and our Career Growth Portal