IT Support Engineer (Tier 2-3)
J
JobgetherIT support
Based in the United StatesFull-TimeMiddle
Salary55 USD per hour
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Job Details
- Required Skills
- ServiceNow
Requirements
- Demonstrated experience in IT support, ideally at Tier 2 or Tier 3 level.
- Ability to independently troubleshoot complex hardware, software, endpoint, and connectivity issues.
- Practical experience supporting Windows and macOS environments, including endpoint configuration and device management.
- Familiarity with Microsoft 365, Microsoft Entra ID (Azure AD), Okta, user provisioning, authentication, access management, and licensing.
- Experience with Microsoft Intune, including device compliance, application packaging, configuration management, and deployment troubleshooting.
- Experience managing tickets through ServiceNow or a comparable IT service management platform.
- Understanding of SLAs, incident ownership, escalation procedures, and knowledge-base documentation.
- Working knowledge of DNS, DHCP, VPNs, firewall rules, and network connectivity troubleshooting.
- Familiarity with endpoint security and secure web gateway tools, particularly SentinelOne and Zscaler, is beneficial.
- Preferred certifications include CompTIA A+, Network+, Security+, Microsoft MD-102 Endpoint Administrator, Okta Certified Professional, or relevant Zoom certifications.
- Experience in biotechnology, pharmaceuticals, or other regulated environments involving SOX, HIPAA, GxP, or similar requirements is preferred.
- Familiarity with PowerShell, Python, Microsoft Graph API, SharePoint, Egnyte, or other automation and file-management tools is an advantage.
Responsibilities
- Diagnose and resolve complex hardware, software, endpoint, network connectivity, and business-application issues across Windows and macOS devices.
- Manage support tickets from initiation through resolution in ServiceNow, following SLAs and documenting work.
- Communicate technical issues, root causes, and resolutions clearly to technical and non-technical colleagues.
- Develop and maintain technical runbooks, knowledge-base articles, and troubleshooting procedures.
- Support Okta administration and Microsoft Entra ID and Microsoft 365 user lifecycle, provisioning, licensing, and access changes.
- Administer and troubleshoot Microsoft Intune configurations, device compliance, application packages, updates, and deployments.
- Provide day-to-day support for Zoom, including Zoom Phone, Zoom Rooms, and integrations.
- Troubleshoot Zscaler connectivity and SentinelOne agent issues, triage endpoint security alerts, and escalate potential incidents.
- Assist with business applications, file-sharing platforms, and networking issues, and recommend solutions for recurring incidents.
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