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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Support Engineer - **Company:** Merge IT - **Location:** Cambridge, MA, United States - **Experience:** Expert - **Salary:** $71,760.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, IMac, Desktop Computing, Issue Tracking Systems, Microsoft Office, Software Deployment, Windows Desktop, Office365, Peripherals, Deployment Automation, Network Support, Laptops, Servicenow - **Published:** June 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=026bd2eb26557d9b ## About the Role Do you have experience in Windows?, · Proven hands-on experience with Office 365 at the deskside level · Basic knowledge of device imaging, reimaging, and PC deployment best practices · Excellent problem-solving and customer service skills · Works under general supervision. Uses discretion. · Demonstrates analytical and systematic approach to resolving complex problems and assignments. Nice to Have: · Experience using ServiceNow or similar ticketing systems · Familiarity with Windows Autopilot deployments · Hands-and-feet network support (switch checks, console sessions) Certifications: · Certifications such as A+, MCP, or ITIL are a plus but not required ## Description · Provide deskside support for end users including IMAC (Install, Move, Add, Change) activities · Reimage and deploy PCs as part of refresh or break/fix processes · Perform hardware troubleshooting and replacement for desktops, laptops, and peripherals · Support users with Office 365 applications and Windows OS issues · Document incidents, service requests, and actions taken using ServiceNow or similar ITSM tools · Collaborate remotely with team members across other locations to resolve complex issues · Perform basic hands-and-feet network support: check switch power status, create console sessions as directed · Ensure timely and professional communication with end users and team leads · Perform a complex range of technical work activities either remotely or at customer site to meet business and customer requirements. · Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements. · Provide Technical Leadership in own specific area of expertise. · Document and reports on work completed to ensure compliance with Company and Customer Procedures. · Contribute to the development of technical procedures and standards to meet business and customer requirements. · Escalate issues in line with company processes to ensure customer demands are met. · Able to communicate on complex issues to meet business and customer requirements to avoid escalations. · Evaluate escalations and resolve appropriately to ensure customer demands are met. · Provide customer service to internal and external customers to ensure consistent experience. · Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution. · Identify own development needs in line with business objectives. · Acts as a role model for colleagues providing guidance around technical and behavioural competencies to ensure sharing of internal best practice. Technical Environment & Minimum Requirements: · Strong experience supporting Windows desktop environments ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [The Intent Engineer: Closing the Gap Between Business & Engineering - Manuel Klein](https://www.wearedevelopers.com/videos/1855-the-intent-engineer-closing-the-gap-between-business-engineering-manuel-klein) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)