IT Support Engineer

RoslinCT US•Hopkinton, MA

17d•$25 - $37

About The Position

The IT Support Engineer will provide hands-on technical support to end users and help maintain RoslinCT’s day-to-day IT services. Combine practical troubleshooting with Microsoft 365, identity and endpoint administration to keep people productive and the IT estate secure and reliable. Take ownership of assigned support tasks, follow issues through to resolution and build technical capability through practical work and learning. Work alongside experienced IT operations, infrastructure and security colleagues, seeking guidance and escalating when needed. Contribute to service improvements and projects, with senior technical review for complex or higher-risk changes.

Requirements

A relevant IT qualification, degree or equivalent practical experience.
2+ years of relevant experience in IT support, Microsoft 365 administration or IT operations, with practical examples of resolving user issues and taking ownership of tasks through to completion.
Solid practical Microsoft 365 administration and troubleshooting experience, with experience across core services such as Exchange Online, Teams, SharePoint Online and OneDrive. Deeper knowledge in some services and willingness to develop across the others.
Practical Entra ID experience with user and group administration, MFA and access troubleshooting. Understanding of access approvals and least privilege, with awareness of Active Directory in hybrid environments.
Experience supporting Windows devices managed through Intune, including enrollment, applications, updates and compliance. Ability to investigate common device issues and follow established configuration procedures.
Good security awareness and experience investigating or escalating endpoint or email security issues. Familiarity with Microsoft Defender or comparable protection tools and willingness to develop further Defender skills.
Good Windows desktop, application and hardware troubleshooting skills. Working understanding of DNS, DHCP, IP addressing, VPN and wireless connectivity, and the ability to gather evidence for escalation.
Basic PowerShell knowledge and the ability to understand and safely run existing administration scripts, with guidance when adapting them. Awareness of secure credential handling.
Experience using a service desk or IT service management tool to record, prioritize and progress assigned incidents and requests, maintain accurate notes and meet agreed service expectations.
Clear communication, good documentation and a methodical approach to troubleshooting. Ability to follow approved procedures, recognize limits, ask for help and learn new tools and techniques.

Nice To Haves

Deeper Intune or Windows Autopilot experience, including configuration policies, application packaging and provisioning improvements.
Jira Service Management experience, particularly workflows, knowledge articles or automation, or transferable experience from a comparable platform.
Experience writing PowerShell scripts, using Microsoft Graph or Power Automate, or maintaining scripts in version control.
Deeper Entra ID, Conditional Access or SSO experience; Defender for Endpoint or Defender for Office 365 configuration and investigation; SharePoint migrations or Microsoft 365 recovery.
Experience supporting pharmaceutical, biotechnology, or cell and gene therapy environments, including GMP/GxP systems, data integrity and collaboration with Quality Assurance and Computer Systems Validation teams.
Experience supporting multiple sites or working with suppliers and infrastructure colleagues.
Sharing knowledge or helping colleagues develop is useful, but previous leadership experience is not required.
Microsoft certifications in Microsoft 365, endpoint management, identity, security or information protection, and ITIL certification, are desirable

Responsibilities

Provide onsite and remote support for Windows devices, Microsoft 365, business applications, printers, peripherals and meeting-room technology. Diagnose issues, apply appropriate fixes and confirm resolution with users, involving specialist colleagues when required.
Manage assigned tickets against agreed priorities and service levels. Record progress, keep users informed and provide clear evidence and handovers when escalating issues across the USA and UK.
Create and update knowledge articles, troubleshooting guides and user instructions. Share useful solutions with colleagues and apply feedback to improve support quality.
Identify recurring issues, flag aging tickets and suggest practical service improvements. Take responsibility for completing agreed actions and learning from unfamiliar problems.
Carry out day-to-day administration and support across Exchange Online, Teams, SharePoint Online and OneDrive, including mailboxes, groups, approved permissions, sharing and synchronization. Check service health and escalate complex issues with clear diagnostic information.
Complete approved joiner, mover and leaver tasks in Entra ID and relevant Active Directory services. Support user and group administration, MFA and sign-in troubleshooting, following identity verification and access approval procedures.
Enroll, configure and support endpoints through Intune using established provisioning processes. Deploy approved applications and updates, investigate device compliance issues and assist with encryption, equipment preparation and retirement.
Maintain accurate device and software inventories, review license allocation and reclaim unused licenses. Coordinate equipment refresh, warranty support and approved secure disposal.
Perform scheduled operational checks, investigate failed deployments and updates, and coordinate remediation with infrastructure colleagues. Support agreed Microsoft 365 and endpoint data recovery procedures.
Use approved PowerShell scripts and automation for routine administration. Understand their purpose, handle credentials securely and test adaptations with senior review before deployment.
Review endpoint and email security issues, including Defender alerts and reported phishing, using approved guidance. Gather evidence, carry out authorized routine actions and escalate suspected incidents promptly to security colleagues.
Apply least privilege, secure endpoint configurations and patching; support access reviews and vulnerability remediation. Review external sharing and permissions with information owners.
Help test and support Microsoft Purview controls, including sensitivity labels, DLP and retention, with guidance from experienced colleagues. Investigate user issues, record findings and contribute to user guidance as knowledge develops.
Deliver routine changes using approved procedures and contribute to projects through testing, documentation and implementation tasks. Obtain senior review for complex or higher-risk changes and support required Quality Assurance and Computer Systems Validation evidence.
Other duties as assigned.