IT Support Engineer (Tier 2-3)

<h3>Accountabilities</h3><li>
<strong>Tier 2–3 Technical Support:</strong>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.</li><li>
<strong>Incident and Ticket Management:</strong>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.</li><li>
<strong>End-User Communication:</strong>Explain technical issues, root causes, and resolutions in accessible language, providing patient and professional support to both technical and non-technical colleagues.</li><li>
<strong>Documentation and Process Improvement:</strong>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.</li><li>
<strong>Identity and Access Management:</strong>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.</li><li>
<strong>Endpoint Management:</strong>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.</li><li>
<strong>Collaboration Tools Administration:</strong>Provide day-to-day support for Zoom, including Zoom Phone, Zoom Rooms, and associated integrations.</li><li>
<strong>Security Support:</strong>Troubleshoot Zscaler connectivity and SentinelOne agent issues, perform initial triage of endpoint security alerts, and escalate potential incidents requiring deeper investigation to IT leadership.</li><li>
<strong>Infrastructure and Cross-Platform Support:</strong>Assist with related business applications, file-sharing platforms, and networking issues, collaborating with internal stakeholders to maintain stable and secure IT services.</li><li>
<strong>Continuous Learning and Security Compliance:</strong>Follow established IT and security procedures, identify potential anomalies, and stay current with new tools and technologies to strengthen service quality and operational resilience.</li><h2>Requirements</h2><li>
<strong>Technical Support Experience:</strong>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.</li><li>
<strong>Operating Systems:</strong>Practical experience supporting Windows and macOS environments, including endpoint configuration, troubleshooting, and device management.</li><li>
<strong>Identity and Productivity Platforms:</strong>Familiarity with Microsoft 365, Microsoft Entra ID (Azure AD), Okta, and user provisioning, authentication, access management, and licensing processes.</li><li>
<strong>Endpoint Management:</strong>Experience with Microsoft Intune, including device compliance, application packaging, configuration management, and deployment troubleshooting.</li><li>
<strong>IT Service Management:</strong>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.</li><li>
<strong>Networking Fundamentals:</strong>Working knowledge of DNS, DHCP, VPNs, firewall rules, and network connectivity troubleshooting.</li><li>
<strong>Security Awareness:</strong>Familiarity with endpoint security and secure web gateway tools, particularly SentinelOne and Zscaler, is beneficial.</li><li>
<strong>Communication and Problem-Solving:</strong>Strong analytical skills, attention to detail, and the ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge.</li><li>
<strong>Adaptability and Collaboration:</strong>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.</li><li>
<strong>Preferred Certifications:</strong>CompTIA A+, Network+, or Security+; Microsoft MD-102 Endpoint Administrator; Okta Certified Professional; or relevant Zoom certifications.</li><li>
<strong>Additional Preferred Experience:</strong>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.</li><li>
<strong>Documentation and Innovation:</strong>Experience maintaining an IT knowledge base and an interest in leveraging AI tools to research problems, improve workflows, and complete technical tasks efficiently.</li><h2>Benefits</h2><li>
<strong>Compensation:</strong>$55 per hour, with the final rate determined by relevant experience, skills, qualifications, and location.</li><li>
<strong>Remote Work:</strong>Fully remote position based in the United States.</li><li>
<strong>Technical Development:</strong>Hands-on experience with a broad range of enterprise IT, identity management, endpoint management, collaboration, and security platforms.</li><li>
<strong>Professional Growth:</strong>Opportunities to expand technical expertise while working closely with IT leadership on complex escalations and infrastructure improvements.</li><li>
<strong>Broad Responsibilities:</strong>Exposure to multiple areas of IT operations, making this role well suited to a versatile professional who enjoys learning new tools and taking ownership of technical challenges.</li><li>
<strong>Collaborative Environment:</strong>Opportunity to contribute directly to support quality, process improvement, documentation, and secure technology operations within a growing organization.</li><li>
<strong>Inclusive Workplace:</strong>Equal employment opportunities for qualified applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.</li>