IT Support Engineer - NJ/NY

Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.

We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.

Learn more at betsol.com

Support & Operations

- Provide onsite support for Customer offices as needed.
- Coordinate with offshore teams (network, security) to facilitate new office locations setup and maintenance tasks.
- Facilitate employee onboardings and offboardings.
- Install, configure, test, and maintain desktops, laptops, peripherals, and related hardware.
- Provide technical support for desktops, laptops, printers, scanners, and other end-user devices.
- Troubleshoot and resolve hardware, software, OS, and peripheral-related incidents and service requests.
- Contact end users via phone or Microsoft Teams to schedule remote or onsite support sessions.
- Deliver timely resolution while maintaining high customer satisfaction.

Ticket & Service Management

- Monitor, assign, prioritize, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms.
- Adhere to SLA, ticket quality standards, documentation requirements, and escalation procedures.
- Perform root cause analysis for recurring issues and collaborate with teams for permanent fixes.
- Ensure accurate time tracking, ticket updates, and resolution notes as per ITIL best practices.

System & Software Administration

- Perform OS installation, reinstallation, upgrades, patching, and configuration for Windows desktops and laptops.
- Install, upgrade, and support standard enterprise applications such as Microsoft Office, Acrobat Reader, mail clients, and collaboration tools.
- Deploy and maintain antivirus and endpoint protection solutions; detect and remove malware or viruses.
- Configure user profiles, email accounts, and basic system policies as required.

Network & Connectivity Support

- 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 related to infrastructure issues.

Asset, Inventory & Lifecycle Management

- Manage IT assets throughout their lifecycle, including procurement, allocation, tracking, recovery, and disposal.
- Maintain accurate asset records using CMDB and asset management tools such as ServiceNow, Insight, HPAM, etc.
- Handle IT inventory management, ensuring adequate stock levels for laptops, desktops, accessories, and spares.
- Support e-waste management and e-recycling activities in compliance with company policies.

User Lifecycle Management

- Execute IT onboarding and offboarding activities, including system setup, access provisioning, asset handover, and recovery.
- Ensure data security and compliance during employee exits by following standard IT procedures.

Compliance, Documentation & Continuous Improvement

- Follow IT policies, security standards, and compliance requirements.
- Create and update technical documentation, SOPs, and knowledge base articles.
- Proactively identify opportunities to improve processes, automation, and service delivery.
- Collaborate with cross-functional IT teams for projects, upgrades, and rollouts.

Requirements

Strong knowledge of Windows OS installation, configuration, troubleshooting, and support.; Hands-on experience with desktop/laptop hardware and software troubleshooting.; Experience with printer configuration, email setup, Wi-Fi, and LAN connectivity issues.; Familiarity with ITSM tools (ServiceNow, Jira, etc.) and CMDB-based asset management.; Working knowledge of ITIL processes: Incident, Request, Problem, and Change Management.; Excellent verbal and written communication skills with the ability to interact with global users and strong vendor management.; Strong analytical, troubleshooting, and independent problem-solving skills.; Must be willing to commute and work on-site at client locations in NY and NJ, 2-3 times per week. Travel expense reimbursement policy provided.; Experience: 3+ years of experience as a System Administrator, Helpdesk Administrator, or equivalent role.; Education: Bachelor’s Degree in an IT-related discipline or equivalent.

Nice to have

MCSE, MCITP, MCTS, or equivalent certifications are an added advantage.

Benefits

Competitive salary; Medical, dental, and vision coverage; 401(k) with company match; Flexible PTO + paid holidays; Hybrid work flexibility; Learning & development support; Inclusive, team-driven culture; Opportunities to work with and learn from teams across the world