IT Support Engineer - NJ/NY

BETSOL•New York, NY

19d•$70,000 - $80,000•Hybrid

About The Position

BETSOL is hiring an IT Support Engineer to deliver end-user support and IT operations for customer offices in New York and New Jersey. The role provides onsite support as needed and requires commuting to client locations 2–3 times per week. The engineer will work with offshore network and security teams to support office setup and maintenance, employee onboarding and offboarding, endpoint deployment, troubleshooting, ticket management, network connectivity, asset lifecycle management, compliance, and documentation. The position supports Windows and Mac computers, peripherals, enterprise applications, printers, and basic network connectivity. It also involves managing ITSM tickets and CMDB asset records, following ITIL processes and service-level requirements, coordinating escalations, and identifying opportunities to improve processes and service delivery. Travel expenses are reimbursed under company policy.

Requirements

At least 3 years of experience covering the stated IT support skills and responsibilities.
Experience providing onsite support at customer locations.
Strong experience installing, configuring, troubleshooting, and supporting Windows and Mac OS.
Hands-on experience setting up hardware such as firewalls, server racks, switches, access points, and cabling.
Hands-on software troubleshooting experience.
Experience with employee onboarding and offboarding.
Experience with laptop setup automation, such as Dell Autopilot or similar platforms.
Experience configuring printers and setting up email, Wi-Fi, and LAN connectivity.
Experience with ITSM tools such as ServiceNow or Jira and CMDB-based asset management.
Experience with ITIL Incident, Request, Problem, and Change Management processes.
Excellent verbal and written communication skills, including the ability to interact with global users, and strong vendor management skills.
Strong analytical, troubleshooting, and independent problem-solving skills.
Current enterprise IT support experience in a mid- to large-size organization, or experience working with an MSP provider.
Willingness to commute to and work onsite at client locations in New York and New Jersey 2–3 times per week.
Bachelor’s degree in an IT-related discipline or equivalent.

Nice To Haves

MCSE, MCITP, MCTS, or equivalent certification.

Responsibilities

Provide onsite support at customer offices and coordinate remote or onsite support sessions with end users.
Coordinate with offshore network and security teams on new office setup, maintenance, and infrastructure escalations.
Facilitate employee onboarding and offboarding, including system setup, access provisioning, asset handover, and asset recovery.
Install, configure, test, maintain, and troubleshoot desktops, laptops, peripherals, printers, scanners, and other end-user devices.
Troubleshoot hardware, software, operating system, and peripheral incidents and service requests, delivering timely resolutions.
Monitor, assign, prioritize, and resolve tickets using ITSM tools while meeting SLA, documentation, ticket quality, and escalation requirements.
Perform root cause analysis for recurring issues and collaborate with teams on permanent fixes.
Track time and maintain accurate ticket updates and resolution notes in accordance with ITIL practices.
Install, reinstall, upgrade, patch, and configure Windows desktop and laptop operating systems.
Install, upgrade, and support enterprise applications, including Microsoft Office, Acrobat Reader, email clients, and collaboration tools.
Deploy and maintain antivirus and endpoint protection, and detect and remove malware or viruses.
Configure user profiles, email accounts, and basic system policies.
Troubleshoot LAN, Wi-Fi, VPN, and basic network connectivity issues, and configure and support network and local printers.
Manage IT assets through procurement, allocation, tracking, recovery, and disposal; maintain asset records and inventory levels.
Support e-waste management and e-recycling in accordance with company policies.
Follow IT policies, security standards, and compliance requirements, including data security procedures during employee exits.
Create and update technical documentation, standard operating procedures, and knowledge base articles.
Identify opportunities to improve processes, automation, and service delivery, and collaborate on IT projects, upgrades, and rollouts.