Support Engineer

The Enterprise IT Support Engineer (Onsite – Mid-Level) provides hands-on technical support for end-user computing services across assigned locations. The role focuses on incident resolution, service request fulfillment, and maintaining stable desktop operations while working closely with the Onsite IT Support Lead and remote teams.

Key Responsibilities

• Provide onsite IT support for desktops, laptops, printers, scanners, peripherals, and mobile devices
• Support telephone systems, RSA tokens, VPN access, and Citrix connectivity
  Perform password resets and basic identity/access-related support
• Assist users with day-to-day IT issues to improve productivity and efficiency
  Monitor, update, and resolve tickets using GSEP and Ivanti LanDesk
• Handle L2-level incidents and service requests within defined SLAs
• Escalate unresolved or complex issues to the Onsite Lead or appropriate teams
• Ensure tickets are documented clearly with troubleshooting steps and resolution details
• Install, configure, and maintain desktop operating systems and enterprise applications
• Install and troubleshoot drivers for local and network printers and peripherals
• Support Microsoft Office, Outlook, browsers, and approved enterprise software
• Perform hardware troubleshooting and coordinate replacements when required
• Update user information in organizational systems as directed
• Support onboarding and offboarding activities (account setup, access changes, device readiness)
• Assist with user access updates for enterprise applications
• Support desktop-related IT projects, rollouts, and migrations
• Participate in planned maintenance and change activities
• Assist with site-level deployments and refresh activities
• Maintain accurate ticket updates and basic documentation
• Follow SOPs, runbooks, and standard support processes
• Work closely with onsite lead, remote teams, and other IT towers