IT Support Engineer - NJ/NY

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.   Required Skills & Competencies • 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 ti