> Markdown version of [/jobs/ext/3676286-it-support-engineer-tier-2-3](https://www.wearedevelopers.com/jobs/ext/3676286-it-support-engineer-tier-2-3). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# IT Support Engineer (Tier 2-3)

- **Company:** GONDOLABIO SERVICECO INC.
- **Location:** United States
- **Salary:** $114,400.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Artificial Intelligence, Apple Mac Systems, Business Software, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Python (Programming Language), Networking Basics, Network Connections, Windows PowerShell, Azure Active Directory, Web Application Security, Security Support Provider Interface, Microsoft SharePoint, Scripting, Okta, Break Fix, Microsoft InTune, Information Technology, Graphql, Firewall Services Module, SentinelOne Expertise, GXP, Servicenow, Unified Endpoint Management
- **Published:** October 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=794fd5eeb5b8384b

## About the Role

Preferred Experience:

 * Relevant certifications: CompTIA A+/Network+/Security+, Microsoft MD-102 (Endpoint Administrator), Okta Certified Professional, or Zoom certifications
 * Experience supporting a biotech, pharma, or other regulated/compliance-conscious environment (SOX, HIPAA, GxP, etc.)
 * Exposure to scripting or automation for repetitive support tasks (PowerShell, Python, or Graph API basics)
 * Experience with SharePoint and Egnyte administration or troubleshooting
 * Prior experience working in a small/lean IT team where you wear multiple hats
 * Familiarity with basic networking concepts (DNS, DHCP, VPN, firewall rules) beyond endpoint-level troubleshooting
 * Experience contributing to or maintaining a ServiceNow knowledge base or similar ITSM documentation
 * A track record of picking up new tools quickly - since this role touches 7+ platforms, adaptability matters more than deep tenure in any one
 * Comfortable with leveraging AI tools to research and complete assigned tasks.

## Description

* Serve as the primary POC for incoming break fix and request tickets.
 * Diagnose and resolve complex technical issues spanning Windows and macOS endpoints, network connectivity, and core business applications
 * Own tickets end-to-end in ServiceNow, meeting SLA targets and keeping status communication clear for the requester
 * Communicate clearly and patiently with non-technical end users, translating technical root causes into plain language
 * Document recurring issues, build runbooks, and maintain the internal IT knowledge base so common issues can be resolved faster.
 * Identify patterns across tickets and flag recurring or systemic issues to the Manager of IT for longer-term fixes

Identity & Endpoint Support

 * Support day-to-day Okta administration - user access, group membership, and basic troubleshooting of authentication issues
 * Support Microsoft Intune for endpoint configuration, compliance checks, and device troubleshooting on Windows and macOS
 * Update and maintain app packages in Intune, including packaging, version updates, and deployment troubleshooting
 * Assist with Microsoft 365 and Microsoft Entra ID (Azure AD) user lifecycle tasks - provisioning, licensing, access changes, and troubleshooting
 * Administer day-to-day Zoom support, including Zoom Phone, Rooms, and related integrations

Security Support (Secondary Focus)

 * Provide frontline support for Zscaler (secure web gateway) and SentinelOne connectivity/agent issues
 * Assist with SentinelOne endpoint alerts - initial triage and escalation to the Manager of IT for anything requiring deeper investigation
 * Follow established security procedures and flag anomalies or potential incidents promptly