IT Helpdesk & Infrastructure Engineer

Protagonist Therapeutics•Newark, NJ

6d•Onsite

About The Position

We are seeking a highly skilled IT Helpdesk and Infrastructure engineer with deep expertise in macOS, windows (workstation + server), iOS & infrastructure technologies to provide premium technical support to users. This role requires excellent problem-solving skills, a customer-first attitude, and a keen ability to manage and resolve technical issues swiftly and professionally. In addition to the above technologies, the ideal candidate should be experienced in supporting enterprise applications like Microsoft 365, collaboration tools, and endpoint management solutions such as Zoom, Logitech Collab OS, NinjaOne, and Intune. This position occasionally requires on-call availability and working outside regular hours to provide support to the users and the executive team. Onsite presence 5 days a week, Monday-Friday, 8am-5pm is mandatory for our Newark, CA office.

Requirements

Proven experience as an IT Helpdesk Infrastructure Engineer or similar role.
Extensive knowledge of Apple hardware, software, and device management solutions.
Strong understanding of Microsoft 365 applications and services.
Experience supporting collaboration tools such as Zoom and Logitech Collab OS.
Experience with remote management and monitoring tools such as NinjaOne.
Experience with mobile device management solutions, particularly Intune.
Familiarity with networking concepts (TCP/IP, DNS, VPNs) and troubleshooting.
Excellent communication and interpersonal skills, with a customer-service mindset.
Ability to handle high-pressure situations with professionalism and discretion.
Experience supporting and troubleshooting network and server infrastructure, including switches, wireless access points, VPN connectivity, Windows servers, and core network services.
Ability to identify, diagnose, and escalate infrastructure-related issues.

Nice To Haves

IT certifications (e.g., Apple Certified Support Professional, Microsoft 365 Certified) are preferred.
Experience providing direct support to C-level executives or senior management.
Knowledge of ITIL framework and best practices.
Familiarity with remote support tools and enterprise ticketing systems (e.g. Freshservice)

Responsibilities

Provide white-glove, concierge-level technical support to executive-level staff and VIP users.
Troubleshoot and resolve hardware, software, and connectivity issues on Windows, macOS and iOS devices.
Manage and support enterprise applications including Microsoft 365, Teams, Outlook, and SharePoint.
Ensure timely resolution of technical issues through efficient diagnosis and problem-solving.
Provide support for video conferencing and collaboration platforms such as Zoom, MS Teams and Logitech Collab OS.
Utilize NinjaOne for remote monitoring and management of devices.
Provide training and guidance to executives on the optimal use of technology.
Document incidents, issues, and solutions using the company’s ticketing system.
Collaborate with other IT team members and vendors to escalate and resolve complex issues.
Manage hardware inventory and coordinate repairs or replacements, as necessary.
Maintain a high level of professionalism and confidentiality when handling sensitive information.