IT Support Engineer
Job in
Cambridge, Middlesex County, Massachusetts, 02140, USA
Listed on 2026-05-30
Listing for:
Sky Systems, Inc. (SkySys)
Full Time
position Listed on 2026-05-30
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Desktop Support
Job Description & How to Apply Below
Job Purpose:
The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
Roles and Responsibilities
- Basic experience in IT industry
- Good Understanding of ITIL concept & Service Now
- Computer OS/Peripherals troubleshooting. Asset/Inventory Management
- Ensure tickets are updated on time and adhere to required SLA.
- Handling end users' incidents and IMAC requests using Service NOW ticketing tool
- Performing Hardware/Software installation (understanding of deployment tools like SCCM)
- Desktop/ Laptop/Network Printers Management.
- Basic AV support for conference room & internal events using MTR (Microsoft Teams Room)
- Image Deployment using SCCM & Auto Pilot
- Laptop AV/endpoint security Management for McAfee, Cortex XDR.
- User Data Management (One Drive, Office 365)
- Refresh of old asset from Windows 7 to Windows 10.
- MTR Video conference support for meeting room and events.
- Vendor coordination for hardware/spare replacement
- Support Queue Management to avoid and SLA misses
- Ability to work independently and in a team environment.
- Ability to communicate well with internal and external contacts.
- Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
- Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
- Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad, Android devices.
- Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalating to vendors in accordance with Help Desk escalation processes.
- Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
- Responsible for successful deployment and upgrades of laptops & workstations.
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