IT Support (Tier 2/3)

DeWinter Group; Palo Alto (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

DeWinter Group seeks an IT Support Engineer (Tier 2/3) to lead advanced troubleshooting and infrastructure projects. You will collaborate with IT leadership to improve security, streamline processes, and ensure reliable operations for a growing user base of consultants and staff.

Ideal candidates bring 3–5+ years in Tier 2/3 support, strong experience with Microsoft 365, Entra ID, Intune, Okta, and ServiceNow, plus a proactive, customer-focused mindset.

Qualifications

• 3–5+ years of Tier 2–3 support experience in fast-paced environments.
• Hands-on experience with Microsoft 365, Entra ID, Intune, Okta, Zoom Admin, Zscaler, SentinelOne.
• Excellent customer service and service-oriented mindset.
• Ability to manage tickets end-to-end and work independently.
• Tech-savvy with the ability to troubleshoot using modern tools and research platforms.

Responsibilities

• Provide advanced support and incident resolution for Windows, macOS, network connectivity, and core business software via ServiceNow.
• Manage identity and endpoint administration including Okta, Microsoft Intune, and Entra ID (Azure AD).
• Support collaboration tools such as Zoom and Microsoft Office applications.
• Assist with security initiatives, including endpoint alert management and infrastructure hardening projects.
• Support hardware and OS issues in laboratory environments.
• Develop detailed documentation, runbooks, and SOPs to optimize operational efficiency.

Skills

Customer service

Ownership

Independent work

Problem solving

Strong communication

Tools

Microsoft 365

Entra ID / Azure AD

Intune

Okta

Zoom Admin

Zscaler

SentinelOne

ServiceNow

PowerShell

Python

Graph API

Job description

IT Support (Tier 2/3)

Join a dynamic and rapidly expanding organization as an IT Support Engineer specializing in Tier 2 and 3 support. This pivotal role offers the opportunity to lead complex technical troubleshooting, support critical infrastructure projects, and enhance system stability for a growing company currently serving over 250 users and consultants. Collaborate closely with IT leadership to implement security upgrades, streamline processes, and ensure seamless technology operations across diverse platforms.

Key Responsibilities & Deliverables:

• Provide advanced support and incident resolution for Windows, macOS, network connectivity, and core business software via ServiceNow.
• Manage identity and endpoint administration including Okta, Microsoft Intune, and Entra ID (Azure AD).
• Support collaboration tools such as Zoom and Microsoft Office applications.
• Assist with security initiatives, including endpoint alert management and infrastructure hardening projects.
• Support hardware and OS issues in laboratory environments.
• Develop detailed documentation, runbooks, and SOPs to optimize operational efficiency.

Required Skills & Qualifications:

• 3–5+ years of experience delivering Tier 2–3 support in fast-paced environments.
• Hands-on expertise with Microsoft 365, Entra ID (Azure AD), Intune, Okta, Zoom Admin, Zscaler, and SentinelOne.
• Exceptional customer service skills, patience, and a service-oriented mindset.
• Strong ownership attitude with the ability to manage tickets end-to-end and work independently.
• Tech-savvy with the ability to leverage modern tools and research platforms to troubleshoot issues.

Nice-to-Have Skills & Certifications:

• Certifications such as CompTIA A+, Network+, Security+, Microsoft MD-102, Okta Certified Professional, or Zoom Certifications.
• Experience working in regulated industries like biotech, pharma, or environments with compliance standards such as SOX, HIPAA, or GxP.
• Basic understanding of networking concepts (DNS, DHCP, VPN, firewalls) and exposure to scripting with PowerShell, Python, or Graph API automation.

Preferred Education & Experience:

• Relevant higher education combined with practical experience in IT support, preferably in small to mid-sized organizations.
• Proven ability to adapt quickly to new platforms, tools, and environments, demonstrating curiosity and a proactive mindset.

Other Requirements:

• Onsite presence is preferred, with flexibility for remote work depending on candidate fit.
• Ability to work in a fast-growing environment with potential for involvement in major infrastructure projects.
• Willingness to work additional hours when necessary to meet project deadlines and support operational needs.