IT Support Engineer - 100% Remote

ABOUT TPG

The Pipeline Group (TPG) helps B2B technology companies build and grow their sales pipelines through our SDR-as-a-Service model. We combine talented sales professionals, proprietary technology, industry-leading training, data services, and hands-on program support to help our clients connect with the right prospects and create meaningful sales opportunities.

TPG has been recognized on the Inc. 5000 list of fastest-growing privately held companies in the U.S. for six consecutive years.

For our internal operations, TPG is a fast-moving, fully remote team where priorities can change quickly. The people who tend to thrive here are curious, adaptable, and proactive. They ask good questions, take ownership, use good judgment, and know how to keep moving when something changes. If you are motivated by solving technical challenges, enjoy learning new systems, and want to support a dynamic, remote global workforce, TPG gives you the opportunity to build that experience.

THE OPPORTUNITY

WHAT YOU'LL DO

• Triage and resolve requests raised in Slack, ensuring every request is properly logged in our ticketing system so no issue lives only in a message thread.
• Execute seamless onboarding: create Google Workspace accounts, assign appropriate group memberships and software licences, provision hardware, and ensure new hires are fully functional on day one.
• Execute secure offboarding: suspend accounts, revoke active sessions and API tokens, transfer data ownership, initiate remote device wipes or reclamation, and close out tickets strictly within agreed compliance deadlines.
• Manage endpoints: enrol macOS and Windows laptops into our Mobile Device Management (MDM) platforms, maintain configuration profiles, monitor compliance baselines, and proactively chase down devices that drift out of policy.
• Support the EDR rollout: deploy security agents, verify installation coverage against our master device inventory, investigate health alerts, and escalate genuine security detections to the security team.
• Administer Google Workspace day to day, handling shared drives, user groups, aliases, delegation, 2-step verification resets, and basic Vault or admin console tasks.
• Handle identity recovery: manage account lockouts, MFA resets, and device recoveries, strictly following identity verification security procedures every single time.
• Maintain the asset register: keep our hardware inventory accurate, ensuring data on device ownership, physical location, and operational states are perfectly up to date.
• Build technical documentation: write and maintain clear internal documentation so the next team member handling a similar ticket can resolve it efficiently without starting from scratch.

WHAT HELPS PEOPLE SUCCEED HERE

• Proactive: You don't wait for a recurring system glitch to become a massive outage before raising it or working toward a systemic solution.
• Readable and calm: You can communicate clearly and empathetically under pressure, managing technical issues via Slack with a steady, reassuring tone.
• Adaptable: You can shift gears easily when operational priorities change, new security tools are introduced, or a high-priority offboarding requires immediate attention.
• Accountable: You understand queue metrics (like time to first response and time to resolve), take ownership of your individual ticket loop, and treat strict deadlines as top priorities.
• Resourceful: You use the documentation, logs, and system diagnostics available to figure things out independently rather than needing every answer handed to you.
• Security-minded: You understand why processes like offboarding deadlines and identity verification exist, and you never cut corners on compliance for the sake of speed.
• Team-oriented: You know when to work independently to resolve a ticket and exactly when to pull the systems or security teams in via the proper escalation path.

QUALIFICATIONS

• At least three years of experience in an IT support, helpdesk, or desktop support role.
• Hands-on Google Workspace administration experience—you have worked extensively inside the admin console, not just as an end user.
• Dual-platform support experience, having managed both macOS and Windows laptops under central management, with a clear understanding of how the two platforms fail differently.
• Practical MDM experience, including direct familiarity with device enrolment workflows, configuration profiles, compliance policies, and troubleshooting standard enrolment failures.
• Exposure to endpoint security rollouts, specifically helping deploy EDR or antivirus agents and chasing down coverage gaps one device at a time.
• Strong ticketing discipline, with a proven habit of utilizing systems day to day and writing detailed, clear ticket notes that anyone else on the team can easily pick up.
• Strong written English skills, as the vast majority of internal support and documentation happens via Slack text and ticket notes.
• Ability to work US business hours to support our primary operational time zone.
• Remote work readiness: Because this is a fully remote role, you must have a reliable high-speed internet connection with a minimum download speed of 100 Mbps, which will be verified as part of the hiring process.

WHAT'S IN IT FOR YOU

• Remote work: This is a permanently remote position, so there's no daily commute.
• Growth opportunities: The IT Support Specialist role serves as a foundational operations pillar at TPG, offering clear exposure to enterprise systems administration and cybersecurity workflows.
• Home office equipment: TPG provides the equipment you need to work remotely, including a laptop, desk, and chair.
• Evaluation to Hire Model: The role will begin as an independent contractor position, with the opportunity to transition into an EOR (Employer of Record) employment model based on performance and business needs.

READY TO TAKE THE NEXT STEP?

And because we know applying takes time, every application is reviewed by our Recruiting team within 7 days of submission.

If you're ready to put your skills to work and keep building on them, apply today. We'd love to learn more about you.

Please note we are not able to offer sponsorship of visas at this time.

An offer of engagement for this role will be contingent upon the successful completion of a background check.