IT Support Engineer - NJ/NY
BETSOL
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Benefits offered by this job
Job summary
BETSOL is seeking an IT Support & Operations professional to provide onsite and remote assistance for client offices in NY/NJ, coordinate with offshore teams, and manage end-user devices and services. The role includes onboarding/offboarding, hardware setup, and incident resolution in collaboration with global teams.
Ideal candidates have 3+ years in IT support, strong knowledge of Windows/Mac OS, ITIL processes, and experience with ServiceNow/Jira. Hybrid/onsite travel may be required.
Qualifications
- 3+ years of experience in IT support or MSP environment.
- Experience providing onsite support at customer locations.
- Proficient with Windows and Mac OS, hardware, software, printers, and network basics.
Responsibilities
- Provide onsite support for Customer offices as needed.
- Coordinate with offshore teams to set up new office locations and maintenance tasks.
- Facilitate employee onboarding and offboarding processes.
- Install, configure, test, and maintain desktops, laptops, peripherals, and related hardware.
- Provide technical support for desktops, laptops, printers, scanners, and other end-user devices.
- Troubleshoot and resolve hardware, software, OS, and peripheral issues.
- Communicate with end users via phone or Teams to schedule sessions.
- Deliver timely resolution while maintaining high customer satisfaction.
- Monitor, assign, and resolve tickets using ITSM tools; adhere to SLA and documentation standards.
- Perform root cause analysis and collaborate for permanent fixes.
- Ensure accurate time tracking and resolution notes per ITIL best practices.
- Conduct OS installation, upgrades, and patching for Windows devices.
- Deploy and support standard apps like Microsoft Office and mail clients.
- Maintain antivirus/endpoint protection and security policies.
- Coordinate with network/security teams for escalations related to infrastructure.
Skills
Education
Tools
Job description
Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.
BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.
BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.
BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.
We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.
Learn more at betsol.com
- Provide onsite support for Customer offices as needed.
- Coordinate with offshore teams (network, security) to facilitate new office locations setup and maintenance tasks.
- Facilitate employee onboardings and offboardings.
- Install, configure, test, and maintain desktops, laptops, peripherals, and related hardware.
- Provide technical support for desktops, laptops, printers, scanners, and other end-user devices.
- Troubleshoot and resolve hardware, software, OS, and peripheral-related incidents and service requests.
- Contact end users via phone or Microsoft Teams to schedule remote or onsite support sessions.
- Deliver timely resolution while maintaining high customer satisfaction.
- Monitor, assign, prioritize, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms.
- Adhere to SLA, ticket quality standards, documentation requirements, and escalation procedures.
- Perform root cause analysis for recurring issues and collaborate with teams for permanent fixes.
- Ensure accurate time tracking, ticket updates, and resolution notes as per ITIL best practices.
- Perform OS installation, reinstallation, upgrades, patching, and configuration for Windows desktops and laptops.
- Install, upgrade, and support standard enterprise applications such as Microsoft Office, Acrobat Reader, mail clients, and collaboration tools.
- Deploy and maintain antivirus and endpoint protection solutions; detect and remove 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 throughout their lifecycle, including procurement, allocation, tracking, recovery, and disposal.
- Maintain accurate asset records using CMDB and asset management tools such as ServiceNow, Insight, HPAM, etc.
- Handle IT inventory management, ensuring adequate stock levels for laptops, desktops, accessories, and spares.
- Support e-waste management and e-recycling activities in compliance with company policies.
- Execute IT onboarding and offboarding activities, including system setup, access provisioning, asset handover, and recovery.
- Ensure 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.
- Proactively identify opportunities to improve processes, automation, and service delivery.
- Collaborate with cross-functional IT teams for projects, upgrades, and rollouts.
Experience: 3+ years of experience covering the following:
- Must have experience providing onsite support at customer locations.
- Strong experience with Windows and Mac OS installation, configuration, troubleshooting, and support.
- Hands-on experience with hardware equipment such as helping setup firewalls, server racks, switches, access points, and cabling.
- Hands-on experience with software troubleshooting.
- Experience with employee onboarding and offboarding.
- Experience with laptop setup automation such as Dell autopilot or similar platforms.
- Experience with printer configuration, email setup, Wi-Fi, and LAN connectivity issues.
- Experience with ITSM tools (ServiceNow, Jira, etc.) and CMDB-based asset management.
- Experience with ITIL processes: Incident, Request, Problem, and Change Management.
- Excellent verbal and written communication skills with the ability to interact with global users and strong vendor management.
- Strong analytical, troubleshooting, and independent problem-solving skills.
- Must have current enterprise (mid to large size organizations) experience in IT support or experience working with an MSP provider.
- 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.
- MCSE, MCITP, MCTS, or equivalent certifications are an added advantage.
- Bachelor’s Degree in an IT-related discipline or equivalent.
We know great talent comes from many backgrounds. If you’re excited about this role but don’t meet every qualification, we still encourage you to apply. We value curiosity, ambition, and a willingness to grow. At BETSOL, we foster an environment where diverse perspectives are valued and everyone feels empowered to contribute. Hiring decisions are based on qualifications, merit, and business needs.
- Competitive salary
- Medical, dental, and vision coverage
- 401(k) with company match
- Flexible PTO + paid holidays
- Hybrid work flexibility
- Learning & development support
- Inclusive, team-driven culture
- Opportunities to work with and learn from teams across the world
BETSOL is an equal opportunity employer. All your information will be kept confidential according to EEO guidelines.
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