IT Support (Tier 2/3)
Join a dynamic and rapidly expanding organization as an IT Support Engineer specializing in Tier 2 and 3 support. This pivotal role offers the opportunity to lead complex technical troubleshooting, support critical infrastructure projects, and enhance system stability for a growing company currently serving over 250 users and consultants. Collaborate closely with IT leadership to implement security upgrades, streamline processes, and ensure seamless technology operations across diverse platforms.
Key Responsibilities & Deliverables:
- Provide advanced support and incident resolution for Windows, macOS, network connectivity, and core business software via ServiceNow.
- Manage identity and endpoint administration including Okta, Microsoft Intune, and Entra ID (Azure AD).
- Support collaboration tools such as Zoom and Microsoft Office applications.
- Assist with security initiatives, including endpoint alert management and infrastructure hardening projects.
- Support hardware and OS issues in laboratory environments.
- Develop detailed documentation, runbooks, and SOPs to optimize operational efficiency.
Required Skills & Qualifications:
- 3–5+ years of experience delivering Tier 2–3 support in fast-paced environments.
- Hands-on expertise with Microsoft 365, Entra ID (Azure AD), Intune, Okta, Zoom Admin, Zscaler, and SentinelOne.
- Exceptional customer service skills, patience, and a service-oriented mindset.
- Strong ownership attitude with the ability to manage tickets end-to-end and work independently.
- Tech-savvy with the ability to leverage modern tools and research platforms to troubleshoot issues.
Nice-to-Have Skills & Certifications:
- Certifications such as CompTIA A+, Network+, Security+, Microsoft MD-102, Okta Certified Professional, or Zoom Certifications.
- Experience working in regulated industries like biotech, pharma, or environments with compliance standards such as SOX, HIPAA, or GxP.
- Basic understanding of networking concepts (DNS, DHCP, VPN, firewalls) and exposure to scripting with PowerShell, Python, or Graph API automation.
Preferred Education & Experience:
- Relevant higher education combined with practical experience in IT support, preferably in small to mid-sized organizations.
- Proven ability to adapt quickly to new platforms, tools, and environments, demonstrating curiosity and a proactive mindset.
Other Requirements:
- Onsite presence is preferred, with flexibility for remote work depending on candidate fit.
- Ability to work in a fast-growing environment with potential for involvement in major infrastructure projects.
- Willingness to work additional hours when necessary to meet project deadlines and support operational needs.
