IT Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Support Engineer (Tier 2-3) based in the United States.

• Tier 2–3 Technical Support: Act as the primary point of contact for incoming break-fix incidents and service requests, diagnosing and resolving complex issues involving Windows and macOS devices, network connectivity, and core business applications.
• Incident and Ticket Management: Manage support tickets from initiation through resolution using ServiceNow, ensuring compliance with service-level agreements (SLAs), accurate documentation, and clear communication with users throughout the process.
• End-User Communication: Explain technical issues, root causes, and resolutions in accessible language, providing patient and professional support to both technical and non-technical colleagues.
• Documentation and Process Improvement: Develop and maintain technical runbooks, knowledge-base articles, and troubleshooting procedures. Identify recurring incidents and recommend long-term solutions to improve efficiency and reduce ticket volume.
• Identity and Access Management: Support day-to-day Okta administration, including user access, group memberships, and authentication troubleshooting. Assist with Microsoft Entra ID and Microsoft 365 user lifecycle management, licensing, provisioning, and access changes.
• Endpoint Management: Administer and troubleshoot Microsoft Intune configurations, device compliance, and endpoint issues across Windows and macOS environments. Maintain application packages, manage version updates, and resolve deployment issues.
• Collaboration Tools Administration: Provide day-to-day support for Zoom, including Zoom Phone, Zoom Rooms, and associated integrations.
• Security Support: Troubleshoot Zscaler connectivity and SentinelOne agent issues, perform initial triage of endpoint security alerts, and escalate potential incidents requiring deeper investigation to IT leadership.
• Infrastructure and Cross-Platform Support: Assist with related business applications, file-sharing platforms, and networking issues, collaborating with internal stakeholders to maintain stable and secure IT services.
• Continuous Learning and Security Compliance: Follow established IT and security procedures, identify potential anomalies, and stay current with new tools and technologies to strengthen service quality and operational resilience.

• Technical Support Experience: Demonstrated experience in IT support, ideally at Tier 2 or Tier 3 level, with the ability to independently troubleshoot complex hardware, software, endpoint, and connectivity issues.
• Operating Systems: Practical experience supporting Windows and macOS environments, including endpoint configuration, troubleshooting, and device management.
• Identity and Productivity Platforms: Familiarity with Microsoft 365, Microsoft Entra ID (Azure AD), Okta, and user provisioning, authentication, access management, and licensing processes.
• Endpoint Management: Experience with Microsoft Intune, including device compliance, application packaging, configuration management, and deployment troubleshooting.
• IT Service Management: Experience managing tickets through ServiceNow or a comparable IT service management platform, with a strong understanding of SLAs, incident ownership, escalation procedures, and knowledge-base documentation.
• Networking Fundamentals: Working knowledge of DNS, DHCP, VPNs, firewall rules, and network connectivity troubleshooting.
• Security Awareness: Familiarity with endpoint security and secure web gateway tools, particularly SentinelOne and Zscaler, is beneficial.
• Communication and Problem-Solving: Strong analytical skills, attention to detail, and the ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge.
• Adaptability and Collaboration: Ability to manage multiple priorities, learn new platforms quickly, and work independently while collaborating effectively with IT leadership and other stakeholders in a lean team.
• Preferred Certifications: CompTIA A+, Network+, or Security+; Microsoft MD-102 Endpoint Administrator; Okta Certified Professional; or relevant Zoom certifications.
• Additional Preferred Experience: Experience in biotechnology, pharmaceuticals, or other regulated environments involving SOX, HIPAA, GxP, or similar compliance requirements. Familiarity with PowerShell, Python, Microsoft Graph API, SharePoint, Egnyte, or other automation and file-management tools is an advantage.
• Documentation and Innovation: Experience maintaining an IT knowledge base and an interest in leveraging AI tools to research problems, improve workflows, and complete technical tasks efficiently.

• Compensation: $55 per hour, with the final rate determined by relevant experience, skills, and qualifications.