IT Support Analyst – 1st & 2nd Line (MacOS & SaaS)

About the role

Lunar Rails is seeking an Information Technology Support Analyst to provide 1st and 2nd‑line support for its global staff. You will ensure business continuity by diagnosing, resolving, and documenting technical issues across macOS devices and SaaS tools.

Key responsibilities

• Serve as the primary point of contact for macOS, SaaS applications, and collaboration tools such as Google Workspace, Claude, Notion, and Slack.
• Deliver 1st and 2nd‑line support onsite and remotely, configuring workstations, printers, phones, and other hardware.
• Manage user accounts, roles, permissions, and routine access requests.
• Deploy and maintain software across the macOS fleet using a company‑managed MDM solution.
• Maintain OS and application patching in line with security standards.
• Administer local office networks, VPN endpoints, and overall connectivity infrastructure.
• Diagnose and resolve hardware and network issues, including DNS, VPN, Wi‑Fi, and LAN problems.
• Identify automation opportunities to improve operational efficiency.
• Document systems, issues, and resolutions, and follow defined IT procedures and compliance frameworks.

Required profile

• Minimum 3 years of experience in IT support or systems administration, including 2nd‑line responsibilities.
• Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• Hands‑on experience supporting macOS environments and SaaS applications.
• Experience administering devices through an MDM platform (Jamf, Intune, Workspace ONE, or similar).
• Proficiency with AI tools and a willingness to apply LLM‑assisted workflows.
• Familiarity with Google Workspace administration.
• Ability to troubleshoot network issues (DNS, VPN, Wi‑Fi, LAN).

Required skills

• macOS
• SaaS applications
• Google Workspace
• Claude
• Notion
• Slack
• MDM (Jamf, Intune, Workspace ONE)
• AI tools
• LLM‑assisted workflows
• Network troubleshooting (DNS, VPN, Wi‑Fi, LAN)
• Hardware setup and maintenance
• Patch management
• Operating system updates
• VPN administration