IT Support Engineer (Tier 2-3)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Support Engineer (Tier 2-3) based in the United States. About the Role The IT Support Engineer (Tier 2-3) will play a key role in maintaining reliable IT operations by resolving complex technical issues and supporting critical business systems in a fully remote environment. This position serves as a primary escalation point for end-user support, covering everything from endpoint troubleshooting to identity management and security tools. You will work closely with IT leadership to improve support processes, strengthen technical documentation, and ensure timely resolution of service requests. The role offers hands-on exposure to a broad range of platforms, including Microsoft 365, Okta, Intune, and endpoint security solutions. You will contribute to a secure, efficient, and user-friendly technology environment while helping prevent recurring technical issues. This is an excellent opportunity for a versatile IT professional who enjoys solving problems, learning new technologies, and working in a lean, collaborative team.

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.