Tech Support Engineer

Tech Support Engineer

Who are we?
KNOCK, inc. is a full-experience creative agency driven to cultivate love and loyalty for brands. We are women and minority-owned, fostering a culture that promotes collaboration and inclusion, and supports non-profit partners and advocacy groups that make the world a better place. More agency information can be found at

The opportunity
As Tech Support Engineer you will have the opportunity to work with a dynamic and evolving IT team within a creative agency to deploy, maintain, and support our collaborators and work spaces. Our environment is based on macOS, managed with Jamf, and uses Adobe design software. You'll be helping us get computers upgraded, ensure our meeting spaces are maintained, and handling Tier 2 support escalations.

You will be regularly sharing Tier 1 helpdesk duties and interfacing with users of all experience levels both in-person and remotely.

The ideal candidate for this position is a Mac power user and administrator who is excited to take ownership of specific tech stacks and processes to develop a polished experience for our users. This includes keeping documentation for both end users and our internal IT team updated. We're proud to have a culture of IT collaboration with the whole company and find solutions together.

We think someone with at least three years of macOS deployment using Jamf or similar MDM in a business or education environment has the right skills to get started.

Growth in this role goes deeper into computer management - managing hardware upgrades, training in new staff, and planning software deployments using Jamf. Additional skill growth can happen in storage, network administration, and linux server management.

Summary of the Role

• 4 days a week onsite in Minneapolis
• Handling walk-in user support
• Tier 2 support of Mac hardware, cloud services, creative apps, and AV systems
• Regular shifts covering Tier 1 support, calls and tickets
• Supporting staff with a white-glove temperament
• Assisting in hardware life cycle, from deployment to liquidation
• Regular maintenance of meeting spaces
• Able to handle lifting and moving equipment such as computers and monitors, and occasional ladder access to network ports and switches

Your skills to start

• An agile (with a small 'a') mindset, change and iteration is how we work
• 5 years of tech support or related experience in a business or education setting
• 3 years of macOS support, troubleshooting app installs using an MDM
• 3 years experience with user permissions and software access management
• Ability to gauge the expertise of the individual you are supporting, and offer support at their level
• macOS knowledge
  • Be a macOS power user yourself
  • Experience managing computers in an office or classroom environment
  • Understanding of computer networking, wi-fi, adapter connections
  • Worked through at least 2 years of macOS upgrade rollouts
• AV knowledge
  • Can troubleshoot audio and video connections
  • Understands connecting to video calls and sharing screens
• Strong written and verbal communication skills
  • A track record of quality technical documentation
  • Has handled stressed out end users
  • Loves creating and sharing clear instructions
• Other
  • Helpdesk ticketing software
  • Attention to detail, with the ability to organize and keep track of project details
  • Stays curious about all things tech while keeping things simple
• BONUS SKILLS
  • Jamf experience
  • Adobe troubleshooting
  • Printers
  • Okta experience
  • Tinkered in the terminal

Benefits for Full Time Employees include:

• Paid time off
• Paid Holidays
• Health, Dental Vision and Life insurance
• 401(k) plan + company contributions
• Estate Planning
• Weekly Chiropractor services (Minneapolis, Headquarters)

Our commitment to fostering an inclusive workplace
As a certified woman- and minority-owned business (WBE & MBE), and a compliant Affirmative Action company, we have made it our mandate to foster an inclusive working environment that represents a broad array of voices in our growing team of 80+ brand design professionals. We are dedicated to creating additional mentorship programs, internships and recruitment practices that are decidedly centered around diversity, equity and inclusion.