End-point Support Engineer

Canada·Calgarymid

Customer SupportSupport Engineer

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Quick Summary

Key Responsibilities

Provide exceptional IT support to Black Duck Software, Inc. employees worldwide, managing inbound tickets from submission to resolution.

Requirements Summary

2–5 years of hands-on experience in IT support or a related field. Required experience with MDM (InTune and Jamf) Proven experience managing inbound tickets end-to-end,

Technical Tools

Customer SupportSupport Engineer

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

About the Role

~1 min read

As an End-point Support Engineer at Black Duck Software, Inc., you will provide world-class technical support to employees globally. You will play a key role in ensuring a seamless technology experience by resolving issues efficiently, maintaining systems, and contributing to continuous improvement across IT operations.

Responsibilities

~1 min read

→Provide exceptional IT support to Black Duck Software, Inc. employees worldwide, managing inbound tickets from submission to resolution.
→Document troubleshooting steps in detail and clearly communicate solutions to end users.
→Support onboarding for new employees by provisioning access to systems, applications, and hardware.
→Maintain an accurate hardware inventory using asset management tools, ensuring efficient lifecycle management.
→Manage procurement and logistics for hardware and software, including vendor coordination for orders, deliveries, and repairs.
→Uphold IT security best practices and contribute to a zero-trust environment using tools such as Okta.
→Analyze IT processes and recommend improvements to enhance team efficiency and user experience.
→Support and configure macOS, iOS, Windows, and Android systems across an environment with 1,600+ endpoints.
→Develop and maintain documentation to standardize IT processes and improve operational efficiency.
→Manage small to medium-sized IT projects, ensuring adherence to timelines, scope, and deliverables.
→Stay current with emerging technologies, sharing knowledge and promoting a culture of continuous learning.

Requirements

~2 min read

2–5 years of hands-on experience in IT support or a related field.
Required experience with MDM (InTune and Jamf)
Proven experience managing inbound tickets end-to-end, ensuring timely resolution and follow-up.
Strong ability to document troubleshooting processes and communicate solutions clearly to users.
Experience identifying process improvements and contributing to operational efficiency.
Hands-on experience with Jamf Pro and Microsoft Intune, with a solid understanding of MDM for macOS and Windows platforms.
Experience supporting IT environments with 1,600 + endpoints.
Strong working knowledge of macOS, iOS, and Windows systems.
Experience supporting core technologies such as M365, Zendesk, Adobe, and Keeper, with the ability to troubleshoot user issues.
Enthusiasm for learning new technologies and staying up to date with IT trends.
Excellent communication skills with the ability to explain technical concepts to diverse audiences.
Experience contributing to or coordinating small to medium-sized IT projects.
Familiarity with Okta or similar SSO platforms for identity and access management.
A growth mindset with an interest in process improvement, automation, and emerging technologies, including AI.

Pay Range

$57,500—$80,000 CAD

Black Duck is an equal opportunity employer. We consider all applicants for employment without regard to race, color, national origin, religion, sex, gender identity or expression, age, disability, sexual orientation, veteran or military service status, or any other characteristic protected by applicable law. Black Duck complies with all applicable laws prohibiting employment discrimination in every jurisdiction where it operates and provides reasonable accommodations to individuals with disabilities in accordance with applicable law.