IT Support Engineer

About the role
This is a global IT role, based in New York.

You'd be the second person on Conveo's IT team, working alongside our IT Manager in London and reporting to him. You'd take day-to-day ownership of support, devices, access and the office - freeing the IT Manager to focus on strategy, security and governance.

Why New York? Presence and coverage. Our US team is growing, and they should be able to reach someone in their own hours rather than wait for the next London morning. With one of us in each region, IT's combined working day stretches across both.

You'd inherit a modern stack — Okta with SSO and SCIM, Google Workspace, Iru for macOS management,Notion, 1Password, Vanta and a whole load of Internal AI agents — and a lot of room to shape what comes next.

What you'll do
Support the team, wherever they are

Be a first point of contact for colleagues across the US, UK and Belgium - patient and clear with people who don't share your technical vocabulary

Triage and resolve requests end-to-end, from password resets to complex access problems, fixing causes rather than symptoms

When something bigger breaks, drive it to resolution, keep people informed before they ask, and document the root cause

Own vendor escalations, and know when to bring in the IT Manager — you'll be the only IT person in your time zone for much of the day

Run identity, access and the employee lifecycle

Administer Okta, Google Workspace, Slack, Notion and 1Password day-to-day

Handle access requests through our approval workflow, and keep our SaaS inventory accurate

Run onboarding and offboarding end-to-end for any region

Own devices and the office

Manage our macOS fleet through Iru — blueprints, configuration profiles, security baselines — plus BYOD enrolment and hardware lifecycle

Help engineers with development environment issues: tooling, permissions, machine setup

Own office AV, meeting booths and hardware, and hold the standard that calls start on time without anyone fiddling with cables

Shape the office into somewhere people choose to come, because collaborating there is easier than doing it from home

Improve how IT runs

Design the processes that repeat - onboarding, access requests, provisioning

Decide what should be automated and what shouldn't. Judgement about where a human needs to approve something matters as much as knowing what can be handed off

Build how we track IT work. We don't have a request tracking system and we want one but we don't want to become a ticket-driven company. Visibility not bureaucracy

Turn repeat questions into self-service. Write the documentation once — clear internal guides and a knowledge base that colleagues and our helpdesk tooling can both answer from.

Keep IT compliant

Operate the IT controls that sit behind ISO 27001, ISO 27701, SOC 2 and ISO 42001 — access reviews, evidence collection, joiner-mover-leaver records, so audits are seamless rather than a scramble

Help answer customer security questionnaires and vendor assessments. Clear, accurate answers about how we actually run things.

What you bring
The stack is learnable. The temperament isn't.

You genuinely like helping people. Not "tolerates end users" — you enjoy unblocking someone and explaining it in a way that leaves them better off. Personable, approachable, empathetic. This is the one we won't compromise on.

Meticulous, and calm when things break. Access provisioning is a security control, not an errand — a sloppy mistake is an incident. You know what to handle yourself and what needs another pair of eyes.

Comfortable working across time zones. Much of your support happens in writing, with colleagues you may rarely meet. You write things down without being chased.

You think in processes. You notice when something's being done the slow way, and can describe a better version clearly enough that someone else could build it.

You care about the physical environment. Working AV and a well-set-up office aren't beneath you — they're most of how people experience IT.

Solid IT fundamentals — macOS, networking basics, SaaS administration — and hands-on experience with an identity provider and Google Workspace. Okta or Entra ID, or a track record of picking things like this up fast.

You've run onboarding and offboarding before — groups, roles, access changes, secure deprovisioning.

Comfortable working autonomously in a fast-changing environment, without a defined procedure for everything.

Nice to have
Startup experience — somewhere small and fast-moving, where the answer to "who owns this?" was often "you, now"

Agentic AI — you've used AI agents in your own work and have a view on where they're reliable and where a human still needs to approve

Supporting a distributed or multi-country workforce

familiarity with SOC 2, ISO 27001, 27701 & 42001

Setting up request tracking from scratch, especially somewhere that wanted visibility without bureaucracy

An early-stage IT function where the processes were still being built