Support Engineer Jobs

About The Position

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.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k) with company match
• Flexible PTO
• Paid holidays
• Hybrid work flexibility
• Learning and development support
• Travel expense reimbursement under company policy