IT Support Engineer

We are seeking an experienced, hands-on IT Support Engineer (L2/L3) to provide advanced onsite support for our Bridgewater, New Jersey office as part of a broader IT team. This role requires strong troubleshooting skills, excellent end-user support capabilities, and a solid understanding of basic security practices. You will partner closely with remote IT teams to help ensure reliable day-to-day technology operations for all employees.
Key Responsibilities
Advanced End-User & Infrastructure Support (L2/L3)

• Provide advanced onsite support for hardware, software, and connectivity issues, including escalations from L1 and direct end-user engagement.
• Troubleshoot and resolve complex issues with Windows/macOS, Office 365, VPN, Microsoft Exchange, and multi-factor authentication systems.
• Manage and maintain ServiceNow tickets, ensuring timely resolution, clear communication, and accurate documentation.
• Lead laptop builds, OS deployments, and device imaging for onboarding cycles and urgent replacements.

Security & Access Control

• Ensure computers and devices are up to date with antivirus, patches, and encryption.
• Troubleshoot VPN connectivity and assist with firewall-related access issues in coordination with the security team.
• Support Okta account access, MFA, and group permissions.
• Assist with badge access or visitor entry system issues.

Hardware Logistics & Asset Management

• Oversee IT asset lifecycle from deployment to retirement, ensuring accurate ServiceNow asset tracking.
• Maintain organized onsite stock for rapid hardware replacement and deployment.
• Coordinate with vendors for procurement, warranty repairs, and onsite service requests.

Onsite Support & Coordination

• Serve as a key onsite support resource for the Bridgewater, NJ office, coordinating escalations and follow-ups with the broader IT team.
• Work closely with remote infrastructure, network, and security teams for escalations and project execution.
• Proactively identify and implement process improvements for local IT operations.

Skills

• Collaborative troubleshooting across Windows and macOS endpoints, including Office 365 and Exchange-related issues
• Support for Apple devices (macOS, iOS/iPadOS) and mobility management using MDM (enrollment, policies, compliance)
• Assist with identity and access needs (Okta, MFA, group access) and contribute to strong security hygiene (patching, encryption, endpoint protection)
• Ticket collaboration in ServiceNow, with clear documentation and customer-focused communication
• Contribute to hardware lifecycle activities, inventory/asset tracking, and procurement coordination as part of the team

Physical Requirements

• Ability to lift and carry IT equipment (monitors, docking stations, laptops, etc.) up to 50 lbs.
• Frequent movement within the office to provide support and manage equipment setups.

Required Qualifications

• 3–5 years of IT support or systems engineering experience, with strong L2/L3 troubleshooting capabilities.
• Proficiency in Windows/macOS administration, Microsoft Exchange, Office 365, and VPN technologies.
• Experience supporting Apple devices (macOS, iOS/iPadOS) in an enterprise environment.
• Experience managing mobility devices using MDM tools (enrollment, configuration profiles, compliance, and troubleshooting).
• Familiarity with security tools and best practices, including MFA and endpoint protection.
• Strong customer service skills and the ability to operate independently.

Preferred Qualifications

• Experience with macOS and iOS/iPadOS device management using MDM platforms (e.g., Jamf, Microsoft Intune, VMware Workspace ONE/AirWatch).
• Experience supporting Apple Business Manager / Automated Device Enrollment (DEP) and Apple ID/iCloud considerations in enterprise environments.
• Experience working in an onsite-support capacity within a distributed IT team.

Education
IT-related degree preferred (e.g., Information Technology, Computer Science, or a related field) or 3–5 years of equivalent hands-on IT support experience. needed)
Pay Range: $38-48/hr \*based on experience