IT Support Engineer – Tier 2-3

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for all incoming break-fix and request tickets.

• Identify and resolve complex technical problems related to Windows and macOS endpoints, network connectivity, and essential business applications.

• Manage tickets throughout their lifecycle in ServiceNow, ensuring SLA targets are met and providing clear status updates.

• Explain technical root causes in simple terms to non-technical end users.

• Record recurring issues, create runbooks, and keep the internal IT knowledge base up to date.

• Recognize patterns in ticket submissions and alert the IT Manager about recurring or systemic issues.

• Assist with daily Okta administration tasks, including user access management, group memberships, and troubleshooting authentication issues.

• Support the configuration of Microsoft Intune endpoints, perform compliance checks, and troubleshoot devices on both Windows and macOS.

• Manage Intune app packages, including packaging, version updates, and troubleshooting deployment issues.

• Help with user lifecycle management tasks in Microsoft 365 and Microsoft Entra ID, including provisioning, licensing, access modifications, and troubleshooting.

• Oversee daily Zoom support operations, including Zoom Phone, Rooms, and associated integrations.

• Provide initial support for Zscaler and SentinelOne connectivity or agent-related issues.

• Assist in triaging SentinelOne endpoint alerts and escalate more complex investigations to the IT Manager.

• Adhere to security protocols and promptly report anomalies or potential incidents.

⛳️ Requirements

• Relevant certifications such as CompTIA A+/Network+/Security+, Microsoft MD-102 (Endpoint Administrator), Okta Certified Professional, or Zoom certifications.

• Experience in a biotech, pharma, or other regulated/compliance-focused environments (SOX, HIPAA, GxP, etc.).

• Familiarity with scripting or automation for repetitive support tasks (PowerShell, Python, or basic Graph API knowledge).

• Experience administering or troubleshooting SharePoint and Egnyte.

• Previous experience working in a small IT team where versatility is essential.

• Understanding of basic networking principles (DNS, DHCP, VPN, firewall rules) beyond just endpoint troubleshooting.

• Contribution to or maintenance of a ServiceNow knowledge base or similar ITSM documentation.

• Proven ability to quickly learn new tools; this role interacts with over seven different platforms.

• Comfortable using AI tools to research and complete assigned tasks.

🏝️ Benefits

• Comprehensive health insurance plans.

• Flexible working hours and remote work options.

• Opportunities for professional development and training.

• Collaborative and inclusive work environment.