Description
About Us
SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.
AI at SharkNinja
At SharkNinja, we’re building an AI-native culture. We’re not waiting for the future; we’re creating it. Our people are expected to experiment boldly, adopt new tools, and continuously raise what’s possible to create meaningful impact for our consumers. If you believe the best way to do your job hasn’t been invented yet, you’ll fit right in.
Job Overview
The IT Site Engineer is part of SharkNinja’s Information Technology organization and serves as a critical first line of technology support for our associates. The End User Services team enables SharkNinja’s global workforce by delivering reliable end-user technology, identity and access support, endpoint management, and responsive IT services that keep associates connected and productive.
Reporting to the Director, End User Services, you will resolve technology issues, provision and support hardware and user access, and deliver a consistent, high-quality support experience across our office and remote workforce. You will work collaboratively across IT teams, applying strong technical judgment while identifying opportunities to improve processes and the overall associate experience.
You’ll bring SharkNinja’s Outrageously Extraordinary mindset to your work through Relentless Drive for Edge, continuously looking for smarter ways to improve the support experience, and Insatiable Impatience for Action, moving quickly to diagnose issues, restore service, and keep our teams productive.
Success in this role means being RARELY SATISFIED and embracing PROGRESS OVER PERFECTION—learning from recurring issues, improving processes and documentation, and connecting the dots across systems to continuously strengthen IT support.
Responsibilities
- Serve as a first point of contact for IT incidents and service requests, categorizing, prioritizing, tracking, and resolving tickets against established SLAs in Jira Service Management (JSM).
- Troubleshoot Windows and macOS endpoints, WiFi and network connectivity, and computer performance issues, including slow boot, CPU/RAM utilization, and disk health.
- Create and manage user accounts through Adaxes and Active Directory / Entra ID, including account unlocks, password resets, group membership, and MFA enrollment or reset.
- Administer Microsoft 365 support requests, including mailbox connectivity, missing mail, send-as permissions, quota issues, calendar permissions, distribution lists, and licenses.
- Support the full associate technology lifecycle, including onboarding, offboarding, and access changes, while maintaining accurate records and following established IT processes.
- Support endpoint provisioning and management using Microsoft Intune, Windows Autopilot, and Jamf across Windows, macOS, and iOS environments.
- Diagnose technology issues efficiently and escalate to Tier 2 or Tier 3 teams when resolution falls outside Tier 1 scope, keeping associates informed throughout the support experience.
- Create and maintain accurate resolution notes, SOPs, runbooks, and self-service documentation in Confluence, recognizing that DETAILS MAKE THE DIFFERENCE.
- Participate as a member of the Major Incident Management team, supporting critical incident triage, technical investigation, service restoration, stakeholder communications, escalation, and post-incident review activities.
- Partner with End User Services and other IT teams to resolve issues, share knowledge, and continuously improve the associate technology experience—because WINNING IS A TEAM SPORT.
- Practice COMMUNICATING FOR IMPACT by providing clear and timely updates, actively listening to associate needs, documenting actions accurately, and translating technical issues into understandable next steps.
- Identify recurring issues and opportunities to improve support processes, documentation, automation, and service quality.
- Demonstrate Deep-Seated Confidence when troubleshooting unfamiliar or ambiguous issues, using sound judgment to determine when additional expertise or escalation is required.
- Bring Genuine Belief in the Journey by embracing evolving technologies, processes, and priorities as SharkNinja’s global technology environment continues to grow.
- Travel up to 10% domestically and internationally as needed to support SharkNinja office locations, technology deployments, training, and business initiatives.
- Provide occasional support outside standard business hours for global technology initiatives, planned changes, critical incidents, and major incident response.
Skills Required
- 3–5 years of IT helpdesk, desktop support, or comparable end-user technology support experience.
- Mac Administration: Experience administering and supporting MacBook/macOS environments using Jamf, including device enrollment, configuration, application deployment, security policies, patching, and troubleshooting.
- Experience supporting a Microsoft-focused technology environment, including Windows, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune.
- Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center.
- Familiarity with Microsoft Intune, Windows Autopilot for endpoint provisioning and management.
- Experience with Jira Service Management (JSM) or a comparable ITSM platform, including ticket categorization, SLA tracking, escalation, and resolution documentation.
- Strong troubleshooting skills across endpoint performance, network connectivity, identity and access, email, software, and other common end-user technology issues.
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