Mujin US · 13 hours ago
Senior Information Technology Support Engineer
Suwanee, GA
Full-time
Onsite
Mid, Senior Level
3+ years expMujin US is a leader in industrial robotic systems, focusing on advanced robotic technology for production and distribution. The Senior IT Support Engineer serves as the primary IT contact for the US office, providing comprehensive IT support and managing local IT operations while collaborating with global teams to ensure reliable technology services.
IndustrialManufacturingIndustrial AutomationMachinery Manufacturing
No H1B
Responsibilities
Provide L1–L3 IT support for employees: triage requests, troubleshoot complex issues, communicate clearly, and drive tickets to resolution with strong follow-through
Act as the US escalation owner: handle high-impact incidents, coordinate with HQ/global teams, and ensure effective handoffs across time zones
Own day-to-day IT helpdesk operations for the US region: intake, prioritization, SLA adherence, ticket quality, and continuous improvement of workflows and templates
Manage the full employee lifecycle for IT: onboarding, transfers, offboarding, including device provisioning, account setup, access changes, and recovery of assets
Administer identity and access management (IAM) tasks (account provisioning, group/role management, access reviews as assigned), following global standards and approval processes
Provision, manage, and troubleshoot endpoints and mobile devices (Windows/macOS/Linux/IOS as applicable), including imaging, patching, encryption, EDR, VPN, certificates, and secure configuration baselines
Administer and maintain endpoint cloud services and collaboration/SaaS tooling within scope (e.g., MDM, endpoint compliance, device inventory, software deployment), escalating platform-level changes to HQ when required
Partner with the US infrastructure engineer and HQ IT teams to support local office IT infrastructure (network connectivity, printers, conferencing, meeting rooms, ISP coordination) and execute approved changes
Lead incident and escalation management for the US site: initial containment, user communications, coordination of technical resources, post-incident documentation, and follow-up actions
Perform problem management: identify recurring issues, conduct root cause analysis, implement permanent fixes, and reduce ticket volume through automation and standardization
Maintain accurate documentation (KB articles, runbooks, onboarding/offboarding checklists, troubleshooting guides) and continuously improve processes aligned with global IT and security policies
Support IT and information security controls by implementing approved changes, maintaining compliance evidence (as assigned), and ensuring adherence to policies for endpoints, access, and data handling
Manage or coordinate physical access processes for the US office (badges/access provisioning, access logs, coordination with building management/security) and escalate security concerns appropriately
Support data protection and privacy practices operationally: least-privilege access, secure sharing guidance, retention/clean-up tasks within assigned systems, and timely deprovisioning
Champion a security-aware culture locally through practical guidance, onboarding briefings, and “secure-by-default” guardrails (not just training)
Track US IT assets and assist with purchasing, renewals, vendor coordination, and spend tracking; provide inputs for forecasting and escalate budget needs to global IT leadership
Qualification
Required
3+ years in IT support / IT operations with hands-on responsibility for end-user computing in a business environment (on-site + remote)
Experience providing L1–L3 support (or L2 with demonstrated L3 escalation capability), including triage, deep troubleshooting, and clear documentation of findings and next steps
Proficiency supporting and troubleshooting macOS and Windows endpoints (provisioning, patching, troubleshooting, and lifecycle support)
Working knowledge of Linux (Debian-based preferred) for basic workstation support and user assistance (e.g., troubleshooting, connectivity, packages, permissions)
Experience with MDM / endpoint management (e.g., SimpleMDM, Jamf, Intune) including device enrollment, compliance, software deployment, and policy enforcement
Experience with Microsoft 365 (basic administration): user management, groups, licensing, and troubleshooting common Office/Teams/Outlook issues
Familiarity with endpoint security tooling (EDR/AV, disk encryption, patch compliance) and following security policies/standards
Experience using a ticketing system (e.g., Jira Service Management, ServiceNow, Zendesk, Freshservice): prioritization, escalation notes, and meeting SLAs
Ability to create and maintain end-user documentation (how-to guides, onboarding checklists, runbooks, FAQs)
Comfortable handling sensitive/confidential information with discretion and strong judgment
Strong written and verbal communication skills, able to explain technical issues clearly to non-technical users and to global stakeholders across time zones
Self-directed and organized: able to manage competing priorities as the primary on-site IT support for the US office
Approachable and service-minded. Builds trust and creates a positive support experience for employees and stakeholders
Calm under pressure, with strong ownership and follow-through on incidents and escalations
Comfortable working independently while collaborating effectively with HQ IT teams across time zones
Preferred
Scripting/automation skills: bash and PowerShell (e.g., automating setups, reports, software installs, account/device tasks)
Experience supporting Linux desktops in an engineering environment (install, troubleshoot, common dev toolchains)
Experience with identity/access processes (joiners/movers/leavers), group-based access, and periodic access reviews
Familiarity with common creative/engineering tools and licensing (e.g., Adobe, Autodesk) and how to manage seats/activations
Basic networking troubleshooting: DHCP/DNS/Wi-Fi/VPN, conferencing/meeting room tech
Certifications such as CompTIA A+/Network+, ITIL Foundation, Microsoft, Apple, or Linux certifications (nice to have, not required)
Experience designing, deploying, and troubleshooting conference room A/V and meeting room solutions (e.g., Yealink Teams Rooms), including peripherals, displays, audio, room scheduling, and connectivity
Company
Mujin US
Mujin offers the complete robotic solution.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Manish Gupta
Chief Financial Officer
Brad Wofford, MS, SHRM-SCP
Talent Acquisition Partner
Recent News
Morningstar.com
2025-08-14
Company data provided by crunchbase