IT Support Engineer – Tier 2-3

GondolaBio

. Serve as the primary point of contact for incoming break-fix and request tickets .

Posted 10/9/2026contractRemote • United StatesMid-LevelSenior💰 $55 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and resolving technical issues across Windows and macOS environments, while effectively communicating with non-technical users. Proficient in managing IT service requests through ServiceNow and maintaining compliance in regulated environments.

Highest-signal resume keywords

ServiceNow Ticket ManagementWindows And macOS TroubleshootingOkta AdministrationMicrosoft Intune ConfigurationCompTIA A+/Network+/Security+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue DiagnosisScripting (PowerShell, Python)Networking Concepts (DNS, DHCP, VPN)Microsoft 365 User Lifecycle ManagementZoom Support AdministrationZscaler Connectivity SupportSentinelOne Endpoint ManagementServiceNow Knowledge Base MaintenanceDevice TroubleshootingRunbook Documentation

Soft Skills

Clear CommunicationProblem-SolvingAdaptabilityCollaborationAttention To Detail

Tools & Technologies

ServiceNowOktaMicrosoft IntuneMicrosoft 365ZoomZscalerSentinelOneSharePointEgnyteAI Research Tools

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+Microsoft MD-102Okta Certified Professional

Industry Keywords

BiotechPharmaRegulated EnvironmentComplianceSOXHIPAAGxP

Tech Stack

Tools & technologies

DNSITSMMacOSPythonServiceNow

About the role

Key responsibilities & impact

Serve as the primary point of contact for incoming break-fix and request tickets
Diagnose and resolve complex technical issues across Windows and macOS endpoints, network connectivity, and core business applications
Own tickets end-to-end in ServiceNow, meeting SLA targets and maintaining clear status communication
Communicate technical root causes to non-technical end users in plain language
Document recurring issues, build runbooks, and maintain the internal IT knowledge base
Identify ticket patterns and flag recurring or systemic issues to the Manager of IT
Support day-to-day Okta administration, including user access, group membership, and authentication troubleshooting
Support Microsoft Intune endpoint configuration, compliance checks, and device troubleshooting on Windows and macOS
Maintain Intune app packages, including packaging, version updates, and deployment troubleshooting
Assist with Microsoft 365 and Microsoft Entra ID user lifecycle tasks, including provisioning, licensing, access changes, and troubleshooting
Administer day-to-day Zoom support, including Zoom Phone, Rooms, and related integrations
Provide frontline support for Zscaler and SentinelOne connectivity or agent issues
Assist with SentinelOne endpoint alert triage and escalate deeper investigations to the Manager of IT
Follow security procedures and promptly flag anomalies or potential incidents

Requirements

What you’ll need

Relevant certifications: CompTIA A+/Network+/Security+, Microsoft MD-102 (Endpoint Administrator), Okta Certified Professional, or Zoom certifications
Experience supporting a biotech, pharma, or other regulated/compliance-conscious environment (SOX, HIPAA, GxP, etc.)
Exposure to scripting or automation for repetitive support tasks (PowerShell, Python, or Graph API basics)
Experience with SharePoint and Egnyte administration or troubleshooting
Prior experience working in a small/lean IT team where you wear multiple hats
Familiarity with basic networking concepts (DNS, DHCP, VPN, firewall rules) beyond endpoint-level troubleshooting
Experience contributing to or maintaining a ServiceNow knowledge base or similar ITSM documentation
Track record of picking up new tools quickly; the role touches 7+ platforms
Comfortable leveraging AI tools to research and complete assigned tasks