IT Support Engineer at ExpressVPN

We’re looking for an IT Support Engineer to join our global IT team. You’ll primarily work on global IT operations and user support, helping to keep our systems and users up and running. 

While your main focus is on SaaS platforms, endpoint management, and troubleshooting, you’ll occasionally handle hands-on tasks in our local office — but local office IT is not the main part of your job.

You enjoy problem-solving, working with a variety of tools, and keeping users productive. You don’t need to design complex architectures, but you should know your way around SaaS platforms, modern endpoint management, and standard IT troubleshooting.

About the Team

Our IT team is passionate about delivering robust, scalable, and secure technology solutions that enable our colleagues to perform at their best. We:

• Collaborate across departments to understand needs and drive business value
• Constantly explore new tools and approaches to stay ahead of the curve
• Believe in transparency, open communication, and continuous improvement
• Embrace experimentation and learning from failure in a culture of respect
  
  

What you’ll do

You will support globally distributed users by ensuring system availability, smooth operations, and high-quality IT service delivery across a modern cloud-first environment. You’ll work with various platforms, including Google Workspace, Slack, Atlassian, and over 100 SaaS tools managed through Okta, as well as endpoints such as macOS, Windows, Linux, and ChromeOS.

• Provide up to Level 2 support to users globally (hardware, software, SaaS, access issues, etc.)
• Handle user onboarding and offboarding (accounts, access, device setup)
• Troubleshoot endpoint issues across Windows, macOS, and ChromeOS.
• Support SaaS platforms like Google Workspace, Okta, 1Password, Slack, etc.
• Use endpoint management tools (WorkspaceONE, Kandji) to maintain device compliance
• Manage tickets in our helpdesk system, escalate when necessary, and follow through to resolution
• Occasionally assist with local hands-on tasks (hardware installation and swaps, network checks, test equipment setup, meeting room gear)
• Collaborate with the global IT team on improvement projects, automation, and process updates
• Maintain documentation and share knowledge with the team

Required Skills and Experience:

• 2+ years of experience in IT support, systems administration, or IT operations
  
  
• Experience supporting and managing:
  
  
• Common end-user operating systems (e.g., Windows, macOS, Linux, etc.)
  
  
• Cloud-based productivity platforms and identity/access management systems
  
  
• Endpoint and device management tools
  
  
• Familiarity with helpdesk/service desk processes and IT service management best practices
  
  
• Ability to configure, maintain, and repurpose workstations and end-user devices
  
  
• Strong communication and collaboration skills, with the ability to work effectively both independently and as part of a team
  
  
• Proactive and adaptable mindset with a strong motivation to learn new technologies
  
  
• Willingness to handle physical infrastructure tasks, including hardware setup and cable management
  
  

Nice to have:

• Understanding of basic networking concepts
  
  
• Familiarity with network infrastructure components
  
  
• Familiar with identity and access management principles, including Single Sign-On (SSO)

How you’ll succeed

Your success in this role will be measured by:

• Your skill in identifying, prioritizing, and resolving reported problems
• Your ability to resolve issues and be an effective point of escalation
• Your role in ensuring our users are as productive as possible
• Your impact on user satisfaction as reflected in regular CSAT surveys

How we’ll support you

We’re committed to creating an environment where you can do your best work — and feel good doing it:

• Hybrid Work Setup: Onsite work with remote options based on team needs
  
  
• Flexible Hours: Adapt your schedule to fit your daily routine
  
  
• Modern Office: Bright, spacious workspace near Übach-Palenberg station, with lounge areas, free snacks, and drinks
  
  
• Wellbeing Benefits: Private health insurance, company pension plan (bAV), and Urban Sports membership
  
  
• Team & Culture: International team, supportive company culture and regular team events