Support Engineer, IT

NewtonX•New York, NY

12d

About The Position

NewtonX is hiring a Support Engineer to provide day-to-day IT support for a security-conscious, SOC 2-compliant company. The role owns the IT Support queue in Zendesk, resolves identity, access, and device issues, and serves as the onsite point of contact for desktop and audiovisual support at the New York office. Most work is remote support for access requests, SSO and MFA issues, password-manager recovery, and laptop lifecycle tasks; onsite work includes Windows and Mac troubleshooting, conference room AV, and office network support.

Requirements

At least 2 years of experience in IT support, help desk, or desktop support; experience at a SaaS-heavy company is preferred.
Hands-on troubleshooting of Windows 11 and macOS, including MDM-managed devices.
Working knowledge of an identity provider, preferably Okta, and experience troubleshooting MFA and SSO.
Experience administering Google Workspace and Microsoft 365 at a user-support level.
Practical audiovisual and conference-room experience, including displays, cameras, microphones, and video-conferencing platforms.
Comfort with ticketing systems; Zendesk is preferred.
Clear written communication and the ability to calmly handle urgent, project-blocking requests.
Ability to work onsite in New York and lift and move standard IT equipment.
Respect for security and compliance practices, including least privilege, data handling, and careful treatment of employee information.

Nice To Haves

Experience with Cloudflare Zero Trust, an enterprise browser such as Island, or a password-manager rollout such as 1Password.
Familiarity with Rippling or another MDM and SOC 2 evidence collection using Secureframe or a similar tool.
Scripting experience in PowerShell, Bash, or Python to automate repetitive fixes.
Certifications such as CompTIA A+ or Network+, Okta Certified Professional, or Apple or Microsoft endpoint certifications.

Responsibilities

Triage, prioritize, and resolve Zendesk requests, including urgent project-blocking tickets, within SLA; maintain accurate ticket tags, notes, and resolutions.
Provide phone support for urgent requests when needed.
Resolve Okta sign-in, MFA, device-registration, password, and account-lockout issues, along with 1Password account recovery; support Cloudflare Zero Trust and WARP enrollment.
Provision and troubleshoot access to Google Workspace, Microsoft 365 and SharePoint, Slack, Quickbase, and AI tools such as Claude, following least-privilege and approval workflows.
Set up, enroll, and retire laptops through Rippling MDM; handle new-hire and replacement hardware, RAM, and peripheral requests; keep device inventory current.
Take first-line reports of phishing, suspicious files, and potentially compromised devices; contain issues according to runbooks and escalate to the IT and Security Administrator.
Manage shared mailboxes, mailing lists, signatures, calendar and mail-routing issues, and offboarding tasks.
Write and maintain knowledge-base articles and runbooks for recurring issues, and identify patterns that could be automated.
Troubleshoot hardware, operating system, update, boot, lockout, and performance issues on Windows 11 and macOS laptops and desktops; reimage or replace devices when needed.
Configure and troubleshoot conference-room displays, projectors, cameras, microphones, speakers, docking stations, and Google Meet and Microsoft Teams systems; conduct room checks and respond to meeting-time failures.
Set up monitors, headsets, webcams, printers, and shared devices.
Troubleshoot in-office Wi-Fi and connectivity issues; work with the ISP or network vendor on access points, switches, and cabling.
Serve as the in-person IT contact for new-hire equipment ordering and handoff, walk-up support, and hardware receiving and storage.
Prepare rooms and equipment for client calls, all-hands meetings, and events.