IT Support Engineer - NJ/NY

BETSOL•New York, NY

14h•Hybrid

About The Position

BETSOL is seeking an IT Support Engineer to provide onsite support for customer offices in the NJ/NY area. This role involves coordinating with offshore teams, facilitating employee onboarding/offboarding, installing and maintaining hardware and software, and troubleshooting end-user devices. The IT Support Engineer will also manage tickets, adhere to SLAs, perform root cause analysis, and ensure accurate documentation. Responsibilities include OS installation, application support, network troubleshooting, asset management, and user lifecycle management. The role requires following IT policies, creating documentation, and collaborating with cross-functional teams to improve processes and service delivery.

Requirements

Strong knowledge of Windows OS installation, configuration, troubleshooting, and support.
Hands-on experience with desktop/laptop hardware and software troubleshooting.
Experience with printer configuration, email setup, Wi-Fi, and LAN connectivity issues.
Familiarity with ITSM tools (ServiceNow, Jira, etc.) and CMDB-based asset management.
Working knowledge of ITIL processes: Incident, Request, Problem, and Change Management.
Excellent verbal and written communication skills with the ability to interact with global users and strong vendor management.
Strong analytical, troubleshooting, and independent problem-solving skills.
Must be willing to commute and work on-site at client locations in NY and NJ, 2-3 times per week.
3+ years of experience as a System Administrator, Helpdesk Administrator, or equivalent role.
Bachelor’s Degree in an IT-related discipline or equivalent.

Nice To Haves

MCSE, MCITP, MCTS, or equivalent certifications are an added advantage.

Responsibilities

Provide onsite support for Customer offices as needed.
Coordinate with offshore teams (network, security) to facilitate new office locations setup and maintenance tasks.
Facilitate employee onboardings and offboardings.
Install, configure, test, and maintain desktops, laptops, peripherals, and related hardware.
Provide technical support for desktops, laptops, printers, scanners, and other end-user devices.
Troubleshoot and resolve hardware, software, OS, and peripheral-related incidents and service requests.
Contact end users via phone or Microsoft Teams to schedule remote or onsite support sessions.
Deliver timely resolution while maintaining high customer satisfaction.
Monitor, assign, prioritize, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms.
Adhere to SLA, ticket quality standards, documentation requirements, and escalation procedures.
Perform root cause analysis for recurring issues and collaborate with teams for permanent fixes.
Ensure accurate time tracking, ticket updates, and resolution notes as per ITIL best practices.
Perform OS installation, reinstallation, upgrades, patching, and configuration for Windows desktops and laptops.
Install, upgrade, and support standard enterprise applications such as Microsoft Office, Acrobat Reader, mail clients, and collaboration tools.
Deploy and maintain antivirus and endpoint protection solutions; detect and remove malware or viruses.
Configure user profiles, email accounts, and basic system policies as required.
Troubleshoot LAN, Wi-Fi, VPN, and basic network connectivity issues.
Configure and support network and local printers.
Coordinate with network and security teams for escalations related to infrastructure issues.
Manage IT assets throughout their lifecycle, including procurement, allocation, tracking, recovery, and disposal.
Maintain accurate asset records using CMDB and asset management tools such as ServiceNow, Insight, HPAM, etc.
Handle IT inventory management, ensuring adequate stock levels for laptops, desktops, accessories, and spares.
Support e-waste management and e-recycling activities in compliance with company policies.
Execute IT onboarding and offboarding activities, including system setup, access provisioning, asset handover, and recovery.
Ensure data security and compliance during employee exits by following standard IT procedures.
Follow IT policies, security standards, and compliance requirements.
Create and update technical documentation, SOPs, and knowledge base articles.
Proactively identify opportunities to improve processes, automation, and service delivery.
Collaborate with cross-functional IT teams for projects, upgrades, and rollouts.