IT Support Engineer (Tier 2-3)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Support Engineer (Tier 2-3) based in the United States. About the Role The IT Support Engineer (Tier 2-3) will play a key role in maintaining reliable IT operations by resolving complex technical issues and supporting critical business systems in a fully remote environment. This position serves as a primary escalation point for end-user support, covering everything from endpoint troubleshooting to identity management and security tools. You will work closely with IT leadership to improve support processes, strengthen technical documentation, and ensure timely resolution of service requests. The role offers hands-on exposure to a broad range of platforms, including Microsoft 365, Okta, Intune, and endpoint security solutions. You will contribute to a secure, efficient, and user-friendly technology environment while helping prevent recurring technical issues. This is an excellent opportunity for a versatile IT professional who enjoys solving problems, learning new technologies, and working in a lean, collaborative team. Accountabilities - Tier 2–3 Technical Support: Act as the primary point of contact for incoming break-fix incidents and service requests, diagnosing and resolving complex issues involving Windows and macOS devices, network connectivity, and core business applications. - Incident and Ticket Management: Manage support tickets from initiation through resolution using ServiceNow, ensuring compliance with service-level agreements (SLAs), accurate documentation, and clear communication with users throughout the process. - End-User Communication: Explain technical issues, root causes, and resolutions in accessible language, providing patient and professional support to both technical and non-technical colleagues. - Documentation and Process Improvement: Develop and maintain technical runbooks, knowledge-base articles, and troubleshooting procedures.

Identify recurring incidents and recommend long-term solutions to improve efficiency and reduce ticket volume. - Identity and Access Management: Support day-to-day Okta administration, including user access, group memberships, and authentication troubleshooting. Assist with Microsoft Entra ID and Microsoft 365 user lifecycle management, licensing, provisioning, and access changes. - Endpoint Management: Administer and troubleshoot Microsoft Intune configurations, device compliance, and endpoint issues across Windows and macOS environments. Maintain application packages, manage version updates, and resolve deployment issues. - Collaboration Tools Administration: Provide day-to-day support for Zoom, including Zoom Phone, Zoom Rooms, and associated integrations. - Security Support: Troubleshoot Zscaler connectivity and SentinelOne agent issues, perform initial triage of endpoint security alerts, and escalate potential incidents requiring deeper investigation to IT leadership. - Infrastructure and Cross-Platform Support: Assist with related business applications, file-sharing platforms, and networking issues, collaborating with internal stakeholders to maintain stable and secure IT services. - Continuous Learning and Security Compliance: Follow established IT and security procedures, identify potential anomalies, and stay current with new tools and technologies to strengthen service quality and operational resilience. Requirements - Technical Support Experience: Demonstrated experience in IT support, ideally at Tier 2 or Tier 3 level, with the ability to independently troubleshoot complex hardware, software, endpoint, and connectivity issues. - Operating Systems: Practical experience supporting Windows and macOS environments, including endpoint configuration, troubleshooting, and device management.