IT Support Engineer - Global (based in New York)

About the role

This is a global IT role, based in New York.

You'd be the second person on Conveo's IT team, working alongside our IT Manager in London and reporting to him. You'd take day-to-day ownership of support, devices, access and the office - freeing the IT Manager to focus on strategy, security and governance.

Why New York? Presence and coverage. Our US team is growing, and they should be able to reach someone in their own hours rather than wait for the next London morning. With one of us in each region, IT's combined working day stretches across both.

You'd inherit a modern stack - Okta with SSO and SCIM, Google Workspace, Iru for macOS management,Notion, 1Password, Vanta and a whole load of Internal AI agents - and a lot of room to shape what comes next.

What you'll do

Support the team, wherever they are

• Be a first point of contact for colleagues across the US, UK and Belgium - patient and clear with people who don't share your technical vocabulary
• Triage and resolve requests end-to-end, from password resets to complex access problems, fixing causes rather than symptoms
• When something bigger breaks, drive it to resolution, keep people informed before they ask, and document the root cause
• Own vendor escalations, and know when to bring in the IT Manager - you'll be the only IT person in your time zone for much of the day

Run identity, access and the employee lifecycle

• Administer Okta, Google Workspace, Slack, Notion and 1Password day-to-day
• Handle access requests through our approval workflow, and keep our SaaS inventory accurate
• Run onboarding and offboarding end-to-end for any region

Own devices and the office

• Manage our macOS fleet through Iru - blueprints, configuration profiles, security baselines - plus BYOD enrolment and hardware lifecycle
• Help engineers with development environment issues: tooling, permissions, machine setup
• Own office AV, meeting booths and hardware, and hold the standard that calls start on time without anyone fiddling with cables
• Shape the office into somewhere people choose to come, because collaborating there is easier than doing it from home

Improve how IT runs

• Design the processes that repeat - onboarding, access requests, provisioning
• Decide what should be automated and what shouldn't. Judgement about where a human needs to approve something matters as much as knowing what can be handed off
• Build how we track IT work. We don't have a request tracking system and we want one but we don't want to become a ticket-driven company. Visibility not bureaucracy
• Turn repeat questions into self-service. Write the documentation once - clear internal guides and a knowledge base that colleagues and our helpdesk tooling can both answer from.

Keep IT compliant

• Operate the IT controls that sit behind ISO 27001, ISO 27701, SOC 2 and ISO 42001 - access reviews, evidence collection, joiner-mover-leaver records, so audits are seamless rather than a scramble

• Help answer customer security questionnaires and vendor assessments. Clear, accurate answers about how we actually run things.

Where this role can grow

Security and compliance ownership. You'd start by supporting our certifications, evidence, access reviews, control operation across ISO 27001, ISO 27701, SOC 2 and ISO 42001, and grow into being accountable for a defined set of controls.

Deeper identity work. User lifecycle management, joiner-mover-leaver automation, and access governance and designing the policy and procedures

AI governance. Conveo runs on AI internally as well as selling it. There's a growing body of work around how we govern our own agent and tool usage, access, data boundaries, audit trails.

The automation roadmap. More say in what gets built and in what order, and eventually owning the decision rather than proposing it.

What you bring

The stack is learnable. The temperament isn't.

• You genuinely like helping people. Not "tolerates end users" - you enjoy unblocking someone and explaining it in a way that leaves them better off. Personable, approachable, empathetic. This is the one we won't compromise on.
• Meticulous, and calm when things break. Access provisioning is a security control, not an errand - a sloppy mistake is an incident. You know what to handle yourself and what needs another pair of eyes.
• Comfortable working across time zones. Much of your support happens in writing, with colleagues you may rarely meet. You write things down without being chased.
• You think in processes. You notice when something's being done the slow way, and can describe a better version clearly enough that someone else could build it.
• You care about the physical environment. Working AV and a well-set-up office aren't beneath you - they're most of how people experience IT.
• Solid IT fundamentals - macOS, networking basics, SaaS administration - and hands-on experience with an identity provider and Google Workspace. Okta or Entra ID, or a track record of picking things like this up fast.
• You've run onboarding and offboarding before - groups, roles, access changes, secure deprovisioning.
• Comfortable working autonomously in a fast-changing environment, without a defined procedure for everything.

Nice to have

• Startup experience - somewhere small and fast-moving, where the answer to "who owns this?" was often "you, now"
• Agentic AI - you've used AI agents in your own work and have a view on where they're reliable and where a human still needs to approve
• Supporting a distributed or multi-country workforce
• familiarity with SOC 2, ISO 27001, 27701 & 42001
• Setting up request tracking from scratch, especially somewhere that wanted visibility without bureaucracy
• An early-stage IT function where the processes were still being built

Interview process