IT Support Engineer

Company Description

McFadyen Digital is the leading advisor and implementer of eCommerce Marketplace solutions. During 15 years of implementing marketplaces, weve built dozens of platforms that cumulatively generate billions of dollars of gross merchandise value (GMV). Were honored to have supported 10% of the Fortune 500 with their digital marketplace initiatives. Over 250 global brands like ABB, AB InBev, ACCO, Albertsons, American Red Cross, American Eagle Outfitters, US Army, US Agriculture Dept, (and many more) have entrusted their digital transformations to McFadyen. We operate global offices across the US, Brazil, and India. McFadyen Digital has been a trusted employer for 35 years and believes that people are the most important part of our company. Were proud of our Great Place to Work certification.

Learn more about us at our website: www.mcfadyen.com

We are seeking a skilled IT Engineer with 4–6 years of hands-on experience in IT Helpdesk support, Office 365 administration, end-user computing, and basic networking.

The successful candidate will be responsible for providing first- and second-line IT support, ensuring the seamless operation and availability of systems, user accounts, and devices across the organization.

Responsibilities

Top 5 responsibilities

• IT Helpdesk & User Support
• O365 Administration & User Management
• End-User Computing
• Networking & Infrastructure
• Operations & Documentation

IT Helpdesk & User Support

• Provide daily IT Helpdesk support to end-users across global offices.
• Troubleshoot and resolve hardware, software, and network issues promptly.
• Manage user onboarding and offboarding processes, including laptop provisioning and account setup.
• Maintain comprehensive documentation for IT assets, incident logs, and troubleshooting procedures.

• Administer the Microsoft 365 environment, including Exchange Online, Teams, SharePoint, and OneDrive.
• Manage user accounts, licenses, and group policies through Entra ID
• Monitor and maintain email security, MFA configurations, and compliance standards.
• Support Intune for device enrollment, configuration, and compliance enforcement.

• Configure, deploy, and maintain laptops and desktops (Windows and macOS).
• Ensure compliance with system patching, antivirus, and endpoint protection policies.
• Maintain standard system images and oversee software distribution.

• Perform basic administration and troubleshooting of LAN/WAN connectivity and Wi-Fi access.
• Collaborate with network and security teams for issue escalation and resolution.
• Assist in VPN configuration and access management.

• Support IT asset inventory tracking and procurement activities.
• Maintain the Software/Tools Licensing Master Inventory and ensure timely renewals.
• Develop and maintain IT documentation, including system configurations and standard operating procedures (SOPs).
• Contribute to continuous improvement initiatives for IT service delivery processes.

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 4–6years of experience in IT Helpdesk support, O365 administration, and end-user computing.
• Proven hands-on expertise in:
• Microsoft 365 and Entra ID administration
• Windows 10/11 and macOS troubleshooting
• Intune or similar endpoint management tools
• Basic networking concepts (IP, DNS, DHCP, VPN)

• Strong analytical, problem-solving, and communication skills.
• Customer-focused mindset with the ability to manage multiple priorities effectively.

• Knowledge of endpoint protection solutions (e.g., Microsoft Defender).
• Experience with ITSM tools such as JIRA, ServiceNow.
• Relevant certifications such as:
• ITIL Fundamentals
• Microsoft 365 Fundamentals
• Microsoft Certified: Azure Administrator Associate

• A career with thought leaders who literally wrote the book on Marketplace Best Practices.
• A career in the fast-paced world of retail eCommerce, digital marketplaces, and platform businesses.
• A career with first movers who are deploying new business models and strategies worldwide.
• A career in a flat management structure without a rigid hierarchy and bureaucracy.
• A career in a culture that rewards creativity and innovation, risk-taking and teamwork.

Our Core Values: Caring, Adaptable, Proactive, Empowering Clients

Keywords: PMP, PMBOK, Hybris, Magento, Mirakl, Oracle, Shopify, Scope management, Jira, e-commerce, remote work.

eCommerce & Marketplace Platforms:

Adobe Commerce (Magento), Salesforce Commerce Cloud (SFCC), SAP Hybris, Mirakl, ChannelAdvisor, IBM WebSphere Commerce, BigCommerce, Shopify Plus, commercetools, Oracle Commerce, Elastic Path, Spryker