Support Engineer, IT

About the Role

NewtonX is hiring a Support Engineer to run day-to-day IT support for a security-conscious, SOC 2-compliant company. You will own the IT Support queue in Zendesk, resolve identity, access and device issues quickly, and keep our New York office running as the onsite point of contact for desktop and AV.

Most of the work is remote: access requests, SSO and MFA problems, password-manager recovery, and laptop lifecycle. The rest is hands-on in New York: Windows and Mac troubleshooting, conference room AV, and office network issues.

Responsibilities

• Ticket queue: Triage, prioritize and resolve requests in Zendesk, including urgent project-blocking tickets, within SLA. Keep ticket tags, notes and resolutions clean and accurate.
• Phone support: While most requests are submitted via the online helpdesk, some urgent requests require phone support.
• Identity and access: Resolve Okta sign-in, MFA and device-registration problems, password and lockout resets, and 1Password account recovery. Support Cloudflare Zero Trust and WARP enrollment.
• SaaS access: Provision and troubleshoot access to Google Workspace, Microsoft 365 and SharePoint, Slack, Quickbase, and AI tools such as Claude, following least-privilege and approval workflows.
• Endpoint lifecycle: Set up, enroll and retire laptops through Rippling MDM, handle new-hire and replacement hardware, RAM and peripheral requests, and keep device inventory current.
• Security triage: Take first-line reports of phishing, suspicious files and possible compromised devices, contain them per runbook, and escalate to the IT and Security Administrator.
• Email and workspace admin: Handle shared mailboxes, mailing lists, signatures, calendar and mail-routing issues, and offboarding tasks.
• Documentation: Write and maintain knowledge-base articles and runbooks for recurring issues; flag patterns that should be automated.

Onsite Support in New York

• Desktop troubleshooting: Diagnose and fix hardware, OS, update, boot, lockout and performance problems on Windows 11 and macOS laptops and desktops; reimage or replace devices when needed.
• AV and conference rooms: configuring and troubleshooting displays, projectors, cameras, microphones, speakers, docking stations and video-conferencing systems (Google Meet and Microsoft Teams). Run room checks and respond to meeting-time failures.
• Peripherals: Set up monitors, headsets, webcams, printers and shared devices.
• Office network: Troubleshoot in-office Wi-Fi drops and connectivity, and work with the ISP or network vendor on access points, switches and cabling.
• Onsite presence: Serve as the in-person IT contact: new-hire equipment ordering/handoff, walk-up support, and hardware receiving and storage.
• Meeting and event support: Prepare rooms and equipment for client calls, all-hands and events.

Requirements

• 2+ years in IT support, help desk or desktop support, ideally at a SaaS-heavy company.
• Hands-on troubleshooting of both Windows 11 and macOS, including MDM-managed devices.
• Working knowledge of an identity provider (Okta preferred), MFA, and SSO troubleshooting.
• Experience administering Google Workspace and Microsoft 365 at a user-support level.
• Practical AV and conference room experience: displays, cameras, microphones, video-conferencing platforms.
• Comfort with ticketing systems (Zendesk preferred), clear written communication, and calm handling of urgent, project-blocking requests.
• Ability to be onsite in New York and to lift and move standard IT equipment.
• Respect for security and compliance practice: least privilege, data handling and careful treatment of employee information.

Nice to Have

• Experience with Cloudflare Zero Trust, an enterprise browser such as Island, or a password manager rollout (1Password).
• Familiarity with Rippling or another MDM, and with SOC 2 evidence collection (Secureframe or similar).
• Scripting (PowerShell, Bash or Python) to automate repetitive fixes.
• Certifications such as CompTIA A+ or Network+, Okta Certified Professional, or Apple/Microsoft endpoint certifications.