IT Support Engineer

IT Support Engineer – Service Desk

Location: Manhattan, New York

Type: Full-Time | Permanent

Overview

As an IT Support Engineer, you will contribute to the support of all clients, users, and systems managed through the Service Desk.

Key Responsibilities

Service Request Management / End User Support:

Receive and handle requests for service, following agreed procedures.

Log incidents and service requests, maintaining relevant records.

Act as the routine contact point, receiving and handling support requests.

Triage, escalate, and delegate requests as needed.

Maintain records, inform users about processes, and advise relevant stakeholders of actions taken.

Respond to a wide range of service requests by providing information or enabling resolution.

Provide first-line investigation and diagnosis; allocate unresolved issues appropriately.

Contribute to standards development and support documentation creation.

Own and execute user onboarding and offboarding processes across all clients.

Incident Management

Provide first-line investigation and gather information for incident resolution.

Advise relevant stakeholders of actions taken.

Ensure incidents are handled according to established procedures.

Prioritize, diagnose, and escalate unresolved incidents.

Facilitate recovery, document, and close resolved incidents.

Contribute to testing and improving incident management procedures.

Problem Management

Investigate issues in systems, processes, and services.

Assist in implementing agreed remedies and preventative measures.

Initiate and monitor actions to resolve problems.

Collaborate with others to implement solutions.

Analyze patterns and trends to improve problem management processes.

Ensure full documentation of problems within reporting systems.

Procurement & IT Consulting

Recommend hardware and equipment to clients.

Collaborate with Operations to procure equipment and ensure accurate billing.

Provision, install, configure, and maintain infrastructure services and components.

Monitor infrastructure load, performance, and security events.

Carry out agreed maintenance, backups, and system administration tasks.

Automate routine tasks using standard tools and scripting.

Provide technical expertise and gather client requirements for upgrades.

Plan and implement infrastructure changes and maintenance.

Use tools to monitor load and performance statistics.

Investigate operational issues and propose improvements.

Internal IT Support

Ensure adherence to internal IT policies and procedures.

Provision and manage access for employees and contractors.

Contribute to internal end-user support services.

Execute quarterly access control reviews.

Manage and secure internal systems including but not limited to:

Microsoft 365

Microsoft Teams

Atlassian Suite (Jira/Confluence)

Execute onboarding/offboarding processes.

Execute and manage internal IT projects, changes, and improvements.

Collaborate with Operations for procurement of equipment for internal users and office spaces.

What We’re Looking For

You ideally have:

1+ years of experience in IT Support.

Experience managing Microsoft Office 365, Azure Active Directory, and Microsoft Teams (including voice integration).

Experience using Microsoft Endpoint Manager (Intune) to manage user devices.

Experience administering Linux, Juniper, MacOS, and Windows systems (including scripting and virtualization).

Bonus if you have experience with:

Siemens NX / StarCCM+

Infiniband networking protocols

Slurm task scheduler and managing scheduled job queues

GPU compute (e.g., NVIDIA CUDA)

Virtual Desktop Interface (VDI) such as NICE DCV / Amazon DCV

Uptime monitoring solutions

High Performance Computing (HPC) environments

Jira Service Desk

Terraform / Azure Resource Manager templates

SSL management with Let’s Encrypt

Managing MongoDB, Azure SQL, or cloud-based databases

SiteGround, WordPress, Okta, Jira Software, Confluence, Site 24x7

You Are

A passionate technologist who loves building high-quality systems.

Eager to learn and expand your technical toolkit.

Open to using the right technology for each challenge.

Vocal when needed but collaborative and pragmatic.

A team player with strong communication skills.

Able to work independently and pick things up quickly.

Process-driven and documentation-focused.

You Enjoy

Creating simplicity from complex challenges.

Advancing your skill set and exploring tech trends.

Contributing to a collaborative and international team environment.