Job description

IT Support (Tier 2/3) Join a dynamic and rapidly expanding organization as an IT Support Engineer specializing in Tier 2 and 3 support. This pivotal role offers the opportunity to lead complex technical troubleshooting, support critical infrastructure projects, and enhance system stability for a growing company currently serving over 250 users and consultants. Collaborate closely with IT leadership to implement security upgrades, streamline processes, and ensure seamless technology operations across diverse platforms. Key Responsibilities & Deliverables: Provide advanced support and incident resolution for Windows, macOS, network connectivity, and core business software via ServiceNow. Manage identity and endpoint administration including Okta, Microsoft Intune, and Entra ID (Azure AD). Support collaboration tools such as Zoom and Microsoft Office applications. Assist with security initiatives, including endpoint alert management and infrastructure hardening projects. Support hardware and OS issues in laboratory environments. Develop detailed documentation, runbooks, and SOPs to optimize operational efficiency. Required Skills & Qualifications: 3–5+ years of experience delivering Tier 2–3 support in fast-paced environments. Hands-on expertise with Microsoft 365, Entra ID (Azure AD), Intune, Okta, Zoom Admin, Zscaler, and SentinelOne. Exceptional customer service skills, patience, and a service-oriented mindset. Strong ownership attitude with the ability to manage tickets end-to-end and work independently. Tech-savvy with the ability to leverage modern tools and research platforms to troubleshoot issues. Nice-to-Have Skills & Certifications: Certifications such as CompTIA A+, Network+, Security+, Microsoft MD-102, Okta Certified Professional, or Zoom Certifications. Experience working in regulated industries like biotech, pharma, or environments with compliance standards such as SOX, HIPAA, or GxP. Basic understanding of networking concepts (DNS, DHCP, VPN, firewalls) and exposure to scripting with PowerShell, Python, or Graph API automation. Preferred Education & Experience: Relevant higher education combined with practical experience in IT support, preferably in small to mid-sized organizations. Proven ability to adapt quickly to new platforms, tools, and environments, demonstrating curiosity and a proactive mindset. Other Requirements: Onsite presence is preferred, with flexibility for remote work depending on candidate fit. Ability to work in a fast-growing environment with potential for involvement in major infrastructure projects. Willingness to work additional hours when necessary to meet project deadlines and support operational needs.

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