Associate IT Support Engineer

Partner's Capital • Boston, MA

12d • Hybrid

About The Position

The Associate IT Support Engineer role is based in Boston and forms part of a globally aligned IT User Support function. Reporting to the US IT Support Manager and working closely with the IT Team Lead in London, this position provides a blend of hands-on technical support, vendor management, and project delivery responsibilities. The role supports a global organization of more than 400 employees and contributes to initiatives such as software deployments, process improvements, and the ongoing enhancement of the end-user technology experience. We are seeking a motivated and service-oriented IT professional with 3-5 years of IT support experience, preferably within financial services, investment management, or other professional services environments. The ideal candidate is highly organized, proactive, and committed to delivering exceptional customer service. Our user base consists primarily of senior investment professionals who operate in a fast-paced, high-performance environment and expect a high standard of IT support. Candidates who have successfully supported demanding, client-focused organizations will be well positioned to quickly integrate into the team and make an immediate impact.

Requirements

• 3-5 years of IT support experience; background in financial services or professional services strongly preferred.
• Solid knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Intune).
• Hardware troubleshooting across desktops, laptops, mobile devices, printers, and peripherals.
• Familiarity with networking fundamentals: VPN, DNS, DHCP, and wireless troubleshooting.
• Experience supporting AV and conference room technologies (Zoom, Cisco, or similar).
• Experience with ITSM ticketing tools and working to SLAs.
• Excellent written and verbal communication skills (professional, clear, and customer-focused).
• Highly organized with strong attention to detail; produces accurate, error-free work.
• Proactive and resourceful individual that brings solutions, not just problems.
• Reliable, accountable, and self-managing; does not need to be chased.

Nice To Haves

• Microsoft certifications (MD-102, AZ-900, or equivalent).
• Familiarity with Microsoft Entra, Autopilot, or endpoint security tools (Defender, CrowdStrike, SentinelOne).
• Experience with automated laptop build and deployment systems (Autopilot or equivalent).
• Experience with ConnectWise or a comparable ITSM platform.
• Familiarity with Zscaler log review and basic proxy troubleshooting.
• Exposure to PowerShell scripting or workflow automation a plus, not a requirement.
• ITIL v4 Foundation or CompTIA Network+.
• Experience within the financial services industry.

Responsibilities

• Provide deskside and remote technical support to employees, resolving incidents related to hardware, software, mobile devices, and collaboration technologies.
• Install, configure, and maintain Windows operating systems, Microsoft 365 applications, and approved business software.
• Troubleshoot issues across Windows environments, Microsoft 365 services (Teams, Outlook, SharePoint, OneDrive), Microsoft Entra ID, and core networking components.
• Support audiovisual and conference room technologies, ensuring reliable meeting experiences across video conferencing platforms.
• Manage employee onboarding and offboarding activities, including device provisioning, access management, and account lifecycle administration.
• Deliver a high standard of customer service through timely, professional, and effective communication from initial request through resolution.
• Maintain accurate and up-to-date records within the IT Service Management platform (ConnectWise), ensuring compliance with established service level agreements (SLAs) and key performance indicators (KPIs).
• Contribute to the development and maintenance of technical documentation, knowledge articles, and troubleshooting guides.
• Support endpoint management activities, including patching, endpoint protection, and compliance monitoring.
• Perform first-line troubleshooting of Zscaler-related issues, reviewing logs and escalating findings to the appropriate teams when required.
• Support the installation, maintenance, and removal of financial data platforms, including Bloomberg terminals.
• Maintain accurate hardware and software asset inventories throughout the asset lifecycle.
• Coordinate with external vendors for hardware repairs, warranty services, and software support escalations, ensuring timely resolution and stakeholder communication.
• Identify opportunities to improve support processes, enhance self-service capabilities, and increase operational efficiency.
• Participate in IT audits, risk assessments, and compliance initiatives.
• Partner closely with the London-based IT team to align support processes, share best practices, and maintain a consistent user experience across regions.
• Participate in global IT initiatives, projects, and technology rollouts.
• Contribute to the continuous improvement of service delivery metrics, support tools, and operational processes.
• Foster effective collaboration and communication across geographically distributed teams.
• Ensure adherence to all information security policies, standards, and procedures, escalating risks, incidents, or concerns to the Cyber Security team as appropriate.
• Maintain compliance with applicable data protection and privacy regulations, escalating any concerns through established governance channels.
• Undertake additional responsibilities as reasonably required to support business and operational objectives.

Benefits

• professional development and career progression opportunities
• competitive compensation
• exceptional benefits
• flexible “results-focused” working model
• medical, dental, and vision insurance
• short and long-term disability insurance
• life insurance
• flexible spending accounts
• commuter benefits
• paid time off
• 401(k) plan with employer matching
• global philanthropy via a charity program
• volunteer day
• wellness and social events
• support the pursuit of professional certifications such as the Chartered Financial Analyst (CFA), Chartered Alternative Investment Analyst (CAIA), etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed