IT Support Engineer

Description

Ookla is a global leader in connectivity intelligence, offering unparalleled network insights through the combined expertise of Speedtest, Downdetector, RootMetrics, and Ekahau. Ookla’s complementary datasets combine crowdsourced and controlled, public and private collection methods, QoS and QoE metrics, and more to unlock correlations and actionable insights — helping organizations optimize networks, enhance digital experiences, and create better connected experiences for end-users.

Our team is a group of people brought together through passion and inspired by possibility. We are looking for team members who love solving problems, are motivated by challenges, and enjoy turning clever ideas into exceptional products. When you work for us, you are using Ookla data and insights to advance our mission of better connectivity for all.

We are obsessed with performance—after all, we measure the world’s fastest networks! We're currently seeking an IT Support Engineer who will help support and elevate the technology experience for our distributed global team of remote and in-office employees. You’ll be instrumental in keeping things running smoothly, securely, and efficiently. Most importantly, you’ll be supporting people—not just their devices.

If you're passionate about technology, love solving complex problems, and thrive in a people-first culture where individuality, fun, and talent are valued equally, we want to hear from you.

Expectations for Success

• Support the technology needs of our global team with a strong focus on Google Workspace, macOS, Windows, iOS, Android, and Linux systems.
• Act as a first point of contact for user IT requests via email, chat, ticketing system, or in person.
• Provide troubleshooting for hardware, software, and network issues, escalating when needed.
• Complete onboarding activities, including provisioning hardware, accounts, and access to internal systems.
• Administer and optimize our cloud-first IT environment (e.g. Google Workspace, Slack, Atlassian, etc.).
• Maintain and improve our networking infrastructure (Wi-Fi, VPN, DHCP, DNS, Firewalls).
• Provide remote support and ensure reliable access for our distributed workforce.
• Contribute to our knowledge base with clear and helpful documentation.
• Assist with account management, password resets, and SSO.
• Partner with the InfoSec team to maintain and strengthen security and compliance.
• Collaborate on cross-functional IT initiatives and continuously improve support processes.
• Support AV setups in meeting spaces.
• Manage IT inventory and device lifecycle from deployment to decommission.
  
  

Requirements

• We are looking for the right person, not the exact list of requirements. If you believe your life experience has prepared you for similar challenges, we’d like to hear from you.
• 3+ years of experience in IT systems administration or technical support roles.
• Extensive experience supporting and troubleshooting cross-platform environments—including macOS, Windows, iOS, Android, and Linux—with seamless integration into Google Workspace and related corporate systems
• Experience with MDM solutions (Mosyle, Microsoft Intune).
• Solid understanding of networking fundamentals: Wi-Fi, VPN, DNS, DHCP, etc.
• Proactive and security-minded with knowledge of current InfoSec best practices.
• Friendly, professional communication skills and a service-oriented mindset.
• Ability to manage time and prioritize tasks in a fast-paced environment.
• English proficiency and a collaborative, team-first attitude.
  
  

Bonus points:

• Experience supporting advanced AV equipment.
• Previous experience working in a global organization or with M&A-related service migrations.
• Relevant University degree
• Familiarity with FreshService or similar ticketing systems.