Job Details
Posted 30 April, 2026
Job Id: 627632
IT Support Engineer
Job Description
We are seeking an experienced, hands-on IT Support Engineer (L2/L3) to provide advanced onsite support for our Bridgewater, New Jersey office as part of a broader IT team. This role requires strong troubleshooting skills, excellent end-user support capabilities, and a solid understanding of basic security practices. You will partner closely with remote IT teams to help ensure reliable day-to-day technology 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 end-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, clear communication, and accurate documentation.
*Lead laptop builds, OS deployments, and device imaging for onboarding cycles and urgent replacements.
Security & Access Control
*Ensure computers and devices are up to date with antivirus, patches, and encryption.
*Troubleshoot VPN connectivity and assist with firewall-related access issues in coordination with the security team.
*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 Support & Coordination
*Serve as a key onsite support resource for the Bridgewater, NJ office, coordinating escalations and follow-ups with the broader IT team.
*Work closely with remote infrastructure, network, and security teams for escalations and project execution.
*Proactively identify and implement process improvements for local IT operations.
Skills
*Collaborative troubleshooting across Windows and macOS endpoints, including Office 365 and Exchange-related issues
*Support for Apple devices (macOS, iOS/iPadOS) and mobility management using MDM (enrollment, policies, compliance)
*Assist with identity and access needs (Okta, MFA, group access) and contribute to strong security hygiene (patching, encryption, endpoint protection)
*Ticket collaboration in ServiceNow, with clear documentation and customer-focused communication
*Contribute to hardware lifecycle activities, inventory/asset tracking, and procurement coordination as part of the team
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.
*Experience supporting Apple devices (macOS, iOS/iPadOS) in an enterprise environment.
*Experience managing mobility devices using MDM tools (enrollment, configuration profiles, compliance, and troubleshooting).
*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 and iOS/iPadOS device management using MDM platforms (e.g., Jamf, Microsoft Intune, VMware Workspace ONE/AirWatch).
*Experience supporting Apple Business Manager / Automated Device Enrollment (DEP) and Apple ID/iCloud considerations in enterprise environments.
*Experience working in an onsite-support capacity within a distributed IT team.
Education
IT-related degree preferred (e.g., Information Technology, Computer Science, or a related field) or 3-5 years of equivalent hands-on IT support experience. needed)
Pay Range: $38-48/hr *based on experience
Equal Opportunity Employer
We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.
Fraud Alert
Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the Recruiter to ensure it’s from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.
