IT Support Engineer

BETSOL is hiring an IT Support Engineer to support end users through onsite and remote IT services in New York, NY. This role centers on ticket-based support, Windows endpoint administration, and day-to-day troubleshooting, while also covering IT asset and inventory lifecycle responsibilities and compliance documentation.

You will work with internal IT teams and coordinate with offshore partners (network and security) to support office setups, ongoing maintenance, and the systems employees rely on every day.

What you’ll do

• Provide onsite support for customer offices as needed.
• Coordinate with offshore teams (network and security) to facilitate new office locations setup and related maintenance tasks.
• Support employee onboarding and offboarding activities.
• Install, configure, test, and maintain desktops, laptops, peripherals, and related hardware.
• Troubleshoot and resolve incidents and service requests across hardware, software, OS, and end-user peripherals.
• Contact end users via phone or Microsoft Teams to schedule remote or onsite support sessions.
• Monitor, assign, prioritize, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms.
• Follow SLA expectations, ticket quality standards, documentation requirements, and escalation procedures.
• Perform root cause analysis for recurring issues and collaborate with teams to implement permanent fixes.
• Maintain accurate time tracking, ticket updates, and resolution notes aligned with ITIL best practices.
• Perform Windows OS installation, reinstallation, upgrades, patching, and configuration for desktops and laptops.
• Install and support standard enterprise applications including Microsoft Office, Acrobat Reader, mail clients, and collaboration tools.
• Deploy, maintain, and support antivirus and endpoint protection solutions, including malware and virus removal.
• 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 involving infrastructure issues.
• Manage IT assets through procurement, allocation, tracking, recovery, and disposal.
• Maintain accurate asset records using CMDB and asset management tools such as ServiceNow, Insight, and HPAM.
• Handle IT inventory management, ensuring adequate stock levels for laptops, desktops, accessories, and spares.
• Support e-waste management and e-recycling activities in line with company policies.
• Execute IT onboarding and offboarding steps including system setup, access provisioning, asset handover, and recovery.
• Ensure data security and compliance during employee exits by following standard IT procedures.
• Create and update technical documentation, SOPs, and knowledge base articles.
• Identify opportunities to improve processes, automation, and service delivery.
• Collaborate with cross-functional IT teams on projects, upgrades, and rollouts.

Required qualifications

• Windows OS installation, configuration, troubleshooting, and support knowledge.
• Hands-on experience troubleshooting desktop and laptop hardware and software.
• Experience with printer configuration, email setup, Wi-Fi, and LAN connectivity issue resolution.
• Familiarity with ITSM tools (ServiceNow, Jira, or similar) and CMDB-based asset management.
• Working knowledge of ITIL processes including Incident, Request, Problem, and Change Management.
• Excellent verbal and written communication skills, with the ability to interact with global users and manage vendors.
• Strong analytical and independent troubleshooting skills.
• Ability to commute and work on-site at client locations in NY and NJ 2-3 times per week; travel expense reimbursement policy is provided.
• Minimum 3 years of experience as a System Administrator, Helpdesk Administrator, or equivalent role.
• Bachelor’s Degree in an IT-related discipline or equivalent.

Technologies you’ll use

• Microsoft Teams
• ServiceNow
• Jira
• ITIL
• CMDB
• Insight
• HPAM
• Windows OS
• Microsoft Office
• Acrobat Reader
• Antivirus and endpoint protection
• LAN, Wi-Fi, VPN

Compensation and benefits

• Salary: USD 70,000 - 80,000 per year
• Medical, dental, and vision coverage
• 401(k) with company match
• Flexible PTO + paid holidays
• Hybrid work flexibility
• Learning and development support
• Inclusive, team-driven culture
• Opportunities to work with and learn from teams across the world
• Competitive salary

Preferred certifications

• MCSE, MCITP, MCTS, or equivalent certifications (added advantage)