About tonies:

You as part of tonies:

Your tasks and responsibilities will include:

End-User Support & Office IT

• Provide comprehensive end-user and on-site IT support for all US employees (Boston and remote), covering hardware, operating systems (macOS/Windows), SaaS applications, and office equipment (network, meeting rooms).
• Manage the IT aspects of the employee lifecycle, ensuring smooth onboarding and offboarding processes.
• Take ownership of assigned issues and projects, ensuring timely follow-up, clear communication, and resolution through to completion.

Endpoint & Digital Workplace Management

• Support the lifecycle of company endpoints by deploying, configuring, maintaining, and troubleshooting devices using company-standard endpoint management platforms.
• Ensure security, compliance, and patch management across all company devices.
• Manage and support core digital workplace platforms including Google Workspace, Slack, Microsoft 365, identity and access management tools, and SaaS integrations.

IT Service Delivery & Operations

• Manage and resolve IT support requests and participate in global incident response using the Jira IT service management platform.
• Maintain accurate asset inventory and contribute to the internal knowledge base and operational documentation.

Global Collaboration & Continuous Improvement

• Serve as the local IT representative, ensuring alignment with global IT standards and processes, while proactively identifying and implementing improvements, automation, and tooling enhancements to improve the digital workplace experience.
• Act as the trusted local IT representative for the US region, taking ownership of local operational needs while collaborating closely with the global IT team.

What we are looking for:

• Proactive, hands-on mindset with strong ownership and accountability - comfortable identifying issues, taking initiative, and driving solutions through to completion.
• Demonstrated curiosity and a growth mindset, with a strong desire to continuously learn, improve, and expand technical knowledge.
• Proven experience in IT Operations, IT Support, or Digital Workplace environments within cloud-first organizations.
• Experience with endpoint management platforms such as Kandji, Intune, or Jamf is preferred, but the ability and willingness to learn new technologies quickly is equally important.
• Experience supporting employees in a regional office within a global company.
• Experience administering Google Workspace and/or Microsoft 365 environments.
• Familiarity with identity and access management concepts (SSO, IdP, provisioning).
• Understanding of networking fundamentals and common endpoint management concepts.
• Experience working with ITSM tools and structured support processes.
• Demonstrated ability to learn independently, research solutions, and adapt to new technologies and processes.
• Strong attention to detail and a commitment to maintaining accurate documentation, asset records, and operational data.
• Comfortable working with a high degree of autonomy and making day-to-day operational decisions independently when needed.
• Clear communication and a service-oriented mindset.
• Ability to manage priorities and resolve issues independently while collaborating with a global team.

Good to know:

What Success Looks Like

• Employees in the Boston office and across the US receive reliable and responsive IT support.
• Documentation, asset records, and operational data remain accurate, up to date, and audit-ready.
• Workplace technology operates smoothly with minimal disruption.
• The US region remains aligned with global IT standards and tooling.
• Operational processes and documentation continue to improve.
• Employees have a consistent and efficient digital workplace experience.

Additional Information

• This role requires regular on-site presence in the Boston office (minimum three days per week), relocation will not be provided by tonies USA. Candidates must reside a reasonable commuting distance from our central Boston office.
• Applicants must have the legal right to work in the United States. Visa sponsorship is not available for this role.