IT HelpDesk Engineer

About the Role:

As a Helpdesk Engineer, you bring solid experience in supporting enterprise IT environments with a strong customer focus and security-awareness in a dynamic workplace. You are proficient at solving a wide variety of IT issues relating to hardware, software, and user access, and you enjoy continuously improving IT processes and technologies. You are adept at managing your own priorities on daily bases and are always looking for meaningful ways to improve the support we provide to all Wrikers.

About you and your team

We are a global IT Helpdesk team of six, distributed across multiple locations, responsible for delivering reliable, high-quality IT support for over 1000 Wrike employees. As a team member based in Costa Rica, you’ll become a critical part of our worldwide IT operations—supporting a broad set of devices and services, collaborating on automation projects with IT Operations, and working closely with local HR and Workplace Ops to ensure a seamless office and remote user experience.

Your Impact:

• Acting as the primary point of contact for internal IT requests, owning user issues from first report to resolution and escalation if needed.
• Managing and improving user lifecycle processes (onboarding/offboarding), including hardware and account provisioning, and ensuring timely device return and access revocation.
• Ensuring device compliance and security using MDM platforms (e.g., Jamf, Intune/MEM), and collaborating with the global IT Operations team to automate device management and streamline processes.
• Maintaining and optimizing IT asset management, including hardware procurement, inventory monitoring, and vendor coordination.
• Supporting and optimizing AV infrastructure, ensuring smooth operation for Zoom rooms and video conference events, including onsite troubleshooting and proactive maintenance.
• Participating in process improvements and automation initiatives to reduce manual workload and improve efficiency, quality, and security in service delivery.
• Serving as a local escalation point and collaborating with your global teammates to share knowledge and resolve more complex or distributed challenges.
• Staying current with IT best practices and technologies, with a willingness to cross-train and expand your technical skillset.
• Being a key support presence during major projects, onboarding cycles, and incident response situations as required.

Our Technical Environment:

• MacOS and Windows endpoints managed with Jamf and Microsoft Endpoint Manager (Intune/MEM)
• Okta and SSO solutions for centralized access management and security
• Office 365 and Google Workspace productivity platforms
• Zoom video conferencing & AV hardware (Poly/Neat/Logitech)
• IT ticketing and asset management via Wrike and/or ServiceNow
• CI/CD and self-service solutions being developed in partnership with IT Operations

Your Qualifications:

• Advanced troubleshooting skills with the ability to diagnose and resolve hardware, software, and network problems efficiently
• Experience with MacOS and Windows administration in a managed, corporate setting (via MDM/SCCM/Jamf/Intune, etc.)
• Working knowledge of identity platforms (Okta, Azure AD, SSO/MFA concepts)
• Working experience with AV systems, video conferencing solutions, and modern office networking (Wi-Fi, VPN, DNS basics)
• Strong organizational skills and ability to prioritize in a fast-paced, distributed environment
• Solid communication skills with proficiency in English (written and verbal)
• A creative, solutions-oriented approach to IT issues, and a proven ability to think outside the box when tackling complex or unfamiliar challenges

Standout Qualities:

• Demonstrated initiative in driving improvements to IT security, automation, or end-user workflows
• Familiarity with enterprise-grade IT asset management and inventory systems
• Experience delivering IT support across multiple geographic locations or multicultural teams
• Proven ability to document procedures, build knowledge bases, and enable self-service for users
• Strong service-oriented mindset, with exemplary analytical and problem-solving skills

Why Join Wrike?

• Paid Time Off programs for Vacation, Holidays, and Volunteering
• Medical, Dental, and Vision health insurance plans
• Life insurance plan
• Paid Parental Leave (18 weeks for mothers giving birth, 4 weeks for other parents)
• Employee Assistance Program

Your recruitment buddy will be Aleksandar Chernev, Senior Technical Recruiter

#LI-AC1

Who Is Wrike and Our Culture

Our persona 

Our culture and Values 

🤩 Customer-Focused

We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.

🤝 Collaborative

We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.

🎨 Creative

We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions. 

💪 Committed

We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.