IT Site Support Engineer

At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology.

Job Summary

We are seeking an IT Site Support Engineer (IT1) to provide hands-on technical support for end-user computing environments. This role delivers onsite and remote support to corporate and field users, working closely with local and global IT teams to ensure a high-quality end-user experience in a fast-paced enterprise environment.

Role Context

The IT Site Support Engineer supports a hybrid workforce, providing desk-side, walk-up, and remote assistance. The role collaborates with regional and international IT teams, participates in global IT initiatives, and helps continuously improve support processes and procedures.

Key Responsibilities

• Provide onsite and remote end-user support for laptops, desktops, peripherals, mobile devices, and audio-visual (AV) equipment.
• Troubleshoot Windows 11 and macOS operating systems, including performance, stability, and user-experience issues.
• Perform laptop and desktop break-fix activities, including hardware diagnostics, part replacement, and vendor RMA coordination.
• Provision, image, and re-image systems using enterprise tools such as Intune, Autopilot, SCCM, and JAMF.
• Configure systems post-image, including application deployment, security tools, and endpoint protection / antivirus (AV) software.
• Support user accounts, printers, and network connectivity including LAN, Wi-Fi, VPN, and basic network troubleshooting.
• Provide basic support for conference room and AV technologies, including Microsoft Teams Rooms and peripherals.
• Assist with employee onboarding and offboarding, including device setup, data migration, asset handover, and access validation.
• Manage incidents and service requests through ITSM tools, ensuring accurate documentation and SLA adherence.
• Maintain accurate asset inventory records and assist with hardware stock management and lifecycle activities.
• Coordinate with shipping and receiving for device deliveries, returns, and refresh cycles.
• Collaborate with local, regional, and global IT teams to resolve escalated issues and support enterprise initiatives.

• 2+ years of experience in IT Site Support, Desktop Support, or similar end-user computing roles.
• Strong hands-on experience supporting Windows 11 and macOS environments.
• Working knowledge of endpoint management and deployment tools (Intune, Autopilot, SCCM, JAMF).
• Experience with endpoint security, antivirus, and device compliance solutions.
• Knowledge of Active Directory, Entra ID, Group Policy, and basic identity troubleshooting.
• Understanding of enterprise hardware platforms including Dell, Lenovo, and Apple.
• Strong customer service mindset with excellent verbal and written communication skills.
• Ability to manage multiple tasks concurrently, prioritize effectively, and work independently.
• Self-motivated learner with a proactive and adaptable approach to problem solving.

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
• Relevant certifications (Microsoft, ITIL, endpoint or OEM certifications) are preferred but not required.