IT Support Engineer

BETSOL is hiring an IT Support Engineer to support customer offices through a mix of onsite and remote help. This role focuses on keeping end users productive by resolving desktop, laptop, and connectivity issues, managing IT service tickets, and maintaining Windows endpoints alongside core security and software tools.

You’ll also help ensure smooth IT operations by coordinating onboarding and offboarding, supporting new office setups with offshore network and security teams, and maintaining accurate asset and inventory records throughout the lifecycle.

What you’ll do

• Provide onsite support for customer offices as needed.
• Coordinate with offshore teams (network, security) to assist with setup and maintenance tasks for new office locations.
• Support employee onboarding and offboarding activities.
• Install, configure, test, and maintain desktops, laptops, peripherals, and related hardware.
• Troubleshoot and resolve hardware, software, OS, and peripheral-related incidents and service requests for end users.
• Contact users by phone or Microsoft Teams to schedule remote or onsite support sessions.
• Monitor, assign, prioritize, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms.
• Follow SLA requirements, ticket quality standards, documentation rules, and escalation procedures.
• Perform root cause analysis for recurring issues and collaborate with teams on permanent fixes.
• Maintain accurate time tracking, ticket updates, and resolution notes following ITIL best practices.
• Handle Windows OS installation, reinstallation, upgrades, patching, and configuration for desktops and laptops.
• Install and support standard enterprise applications including Microsoft Office, Acrobat Reader, mail clients, and collaboration tools.
• Deploy and maintain antivirus and endpoint protection, including detection and removal of malware or viruses.
• Configure user profiles, email accounts, and basic system policies as required.
• Troubleshoot LAN, Wi‑Fi, VPN, and basic network connectivity issues.
• Configure and support network and local printers.
• Coordinate with network and security teams for escalations related to infrastructure issues.
• Manage IT assets through procurement, allocation, tracking, recovery, and disposal.
• Maintain accurate asset records using CMDB and tools such as ServiceNow, Insight, or HPAM.
• Manage IT inventory for laptops, desktops, accessories, and spares.
• Support e-waste management and e-recycling activities in line with company policies.
• Execute IT onboarding/offboarding, including system setup, access provisioning, asset handover, and recovery.
• Support data security and compliance during employee exits by following standard IT procedures.
• Follow IT policies, security standards, and compliance requirements.
• Create and update technical documentation, SOPs, and knowledge base articles.
• Identify opportunities to improve processes, automation, and service delivery.
• Collaborate with cross-functional IT teams on projects, upgrades, and rollouts.

Requirements

• 3+ years of experience as a System Administrator, Helpdesk Administrator, or equivalent role.
• Strong knowledge of Windows OS installation, configuration, troubleshooting, and support.
• Hands-on experience troubleshooting desktop and laptop hardware and software.
• Experience with printer configuration, email setup, Wi‑Fi, and LAN connectivity issues.
• Familiarity with ITSM tools such as ServiceNow and Jira, and CMDB-based asset management.
• Working knowledge of ITIL processes: Incident, Request, Problem, and Change Management.
• Excellent verbal and written communication skills, including the ability to interact with global users and manage vendors.
• Strong analytical, troubleshooting, and independent problem-solving skills.
• Must be willing to commute and work on-site at client locations in NY and NJ, 2-3 times per week (travel expense reimbursement policy provided).
• Education: Bachelor’s Degree in an IT-related discipline or equivalent.

Technologies

• Microsoft Teams, ServiceNow, Jira
• ITIL, CMDB, Insight, HPAM
• Windows OS, Microsoft Office, Acrobat Reader
• Antivirus, endpoint protection
• LAN, Wi‑Fi, VPN

Benefits

• Competitive salary
• Medical, dental, and vision coverage
• 401(k) with company match
• Flexible PTO plus paid holidays
• Hybrid work flexibility
• Learning and development support
• Inclusive, team-driven culture
• Opportunities to work with and learn from teams across the world

Certifications (preferred)

• MCSE, MCITP, MCTS, or equivalent certifications are an added advantage.