IT Support Specialist

The IT Support Engineer
, located in Boston
, supports a fast‑growing global organization of 300+ employees. This role reports to the US IT Support Manager and collaborates closely with the Team Lead based in London as part of a globally aligned IT User Support function. The IT Support Engineer will provide exceptional technical support to employees worldwide, covering desktop support, vendor coordination, and project work such as software rollouts and process automation.

As our company continues to scale, we seek someone who is motivated, adaptable, and proactive, a hands‑on technical leader who brings a customer service mindset to IT support and thrives in a fast‑paced, ever‑changing entrepreneurial environment.

This individual will act as the senior technical resource within the Boston office, mentoring junior engineers and partnering with the Team Lead in London to drive automation and process improvements that enhance global support efficiency.

• Provide deskside and remote support for employees, resolving incidents related to hardware, software, mobile devices, and collaboration tools.
• Install, configure, and maintain operating systems, Microsoft 365 applications, and standard business software.
• Troubleshoot complex issues involving Windows, Microsoft 365 (Teams, Outlook, SharePoint, One Drive), Azure AD, Azure Virtual Desktop, and networking components.
• Support AV/conference room systems, ensuring reliable video and audio performance.
• Manage onboarding and offboarding tasks, including device setup, access control, and provisioning.
• Deliver prompt, professional, and courteous communication with end users until resolution is achieved.

• Serve as the technical escalation point for the Boston IT Support team, providing guidance and advanced troubleshooting support.
• Mentor junior engineers, fostering technical growth and consistency in service quality.
• Develop and maintain automation scripts and tools (Power Shell, Bash, or Python) to streamline support workflows and improve system management.
• Support the IT User Support Manager in maintaining and automating global performance metrics (SLA, CSAT, MTTR), ensuring data accuracy and visibility across regions.
• Identify and implement opportunities to improve efficiency, reliability, and self‑service capabilities.
• Assist with documentation, training materials, and technical standards to improve global support maturity.

• Maintain and update tickets in the ITSM system (Connect Wise) in alignment with SLA and KPI targets.
• Contribute to IT documentation, troubleshooting guides, and the global knowledge base.
• Assist with patch management, endpoint protection, and compliance enforcement.
• Perform light network troubleshooting (VPN, Wi‑Fi, switches, Zscaler) and coordinate with Infrastructure and Security teams for escalated issues.
• Coordinate with vendors for hardware repairs, warranty claims, and software support escalations, ensuring timely resolution and communication to stakeholders.
• Provide technical input to the IT User Support Manager on vendor performance and product evaluations.
• Participate in IT audits, risk reviews, and compliance initiatives.
• Use AI and automation tools to streamline IT operations, reduce repetitive work, and improve support team productivity. This includes both hands‑on automation (e.g., scripting routine tasks, AI‑powered triage) and partnering with global IT and engineering teams to deploy scalable solutions.
• Partner with the Team Lead based in London to align support processes, share best practices, ensure consistency across all regions.
• Participate in global IT meetings, initiatives, and project rollouts.
• Contributes to the enhancement of global service metrics and support tools.
• Promote collaboration and open communication across time zones and teams.

Key responsibilities may be assessed and are subject to change from time to time based on the needs of the business. The individual may be required to work overtime as needed.

Required:

• Strong scripting and automation experience (Power Shell, Bash, or Python).
• Deep expertise in Microsoft 365…