Job Description
We are seeking an experienced, hands-on IT Support Engineer (L2/L3) to serve as the primary onsite technical authority for our Lebanon, New Hampshire office. This role requires advanced troubleshooting skills, strong experience with Cisco networking and AV technologies, Zoom administration, and a solid understanding of basic security practices. You will be the go-to resource for end-user support, network/AV maintenance, and office IT infrastructure, working independently while collaborating with remote IT teams to ensure smooth operations for all employees.
Key Responsibilities
Advanced End-User & Infrastructure Support (L2/L3)
- Provide advanced onsite support for hardware, software, and connectivity issues, including escalations from L1 and direct user engagement.
- Troubleshoot and resolve complex issues with Windows/macOS, Office 365, VPN, Microsoft Exchange, and multi-factor authentication systems.
- Manage and maintain ServiceNow tickets, ensuring timely resolution and accurate documentation.
- Lead complex laptop builds, OS deployments, and device imaging processes for onboarding cycles or urgent replacements.
Audio-Visual (AV) & Conferencing Systems
- Manage and support Cisco video conferencing systems (e.g., Webex Room Kits, codecs), including firmware updates, configuration, and troubleshooting.
- Administer and troubleshoot Zoom Rooms environments, including integration with scheduling systems and AV hardware.
- Proactively maintain meeting room technology to ensure readiness and high-quality user experience.
- Resolve AV issues related to audio quality, video signal, and network connectivity.
Networking & Connectivity
- Support and configure Cisco networking equipment (switches, routers, wireless APs), including VLAN basics and port configurations.
- Troubleshoot wired/wireless network performance issues, escalating to network engineering as needed.
- Perform basic switch port setups, patch panel terminations, and cabling management.
- Understand and troubleshoot IP addressing, DNS, DHCP, and routing basics.
Security & Access Control
- Ensure computers and devices are up to date with antivirus, patches, and encryption.
- Troubleshoot VPN and firewall access issues.
- Support Okta account access, MFA, and group permissions.
- Assist with badge access or visitor entry system issues.
Hardware Logistics & Asset Management
- Oversee IT asset lifecycle from deployment to retirement, ensuring accurate ServiceNow asset tracking.
- Maintain organized onsite stock for rapid hardware replacement and deployment.
- Coordinate with vendors for procurement, warranty repairs, and onsite service requests.
Onsite Leadership & Independence
- Act as the sole onsite IT authority for the Lebanon, NH office, providing end-to-end technical ownership.
- Work closely with remote infrastructure, network, and security teams for escalations and project execution.
- Proactively identify and implement process improvements for local IT operations.
Physical Requirements:
- Ability to lift and carry IT equipment (monitors, docking stations, laptops, etc.) up to 50 lbs.
- Frequent movement within the office to provide support and manage equipment setups.
Required Qualifications:
- 3–5 years of IT support or systems engineering experience, with strong L2/L3 troubleshooting capabilities.
- Proficiency in Windows/macOS administration, Microsoft Exchange, Office 365, and VPN technologies.
- Hands-on experience with Cisco networking and AV solutions.
- Familiarity with security tools and best practices, including MFA and endpoint protection.
- Strong customer service skills and the ability to operate independently.
Preferred Qualifications:
- Experience with macOS device management (Jamf, VMware Workspace ONE/AirWatch).
- Previous experience supporting Zoom Rooms and Cisco Webex conferencing environments.
- Prior experience in a sole-site-support role.