IT Support Engineer (Tier 2-3)

Accountabilities: 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. Requirements 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. Benefits Compensation: $55 per hour, with the final rate determined by relevant experience, skills, qualifications, and location. Remote Work: Fully remote position based in the United States. Technical Development: Hands-on experience with a broad range of enterprise IT, identity management, endpoint management, collaboration, and security platforms. Professional Growth: Opportunities to expand technical expertise while working closely with IT leadership on complex escalations and infrastructure improvements. Broad Responsibilities: 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. Collaborative Environment: Opportunity to contribute directly to support quality, process improvement, documentation, and secure technology operations within a growing organization. Inclusive Workplace: Equal employment opportunities for qualified applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.