IT Support Engineer

Position Overview

The Level 2 - IT Support Engineer provides technical support for internal users, managed-services customers, and affiliated company operations. This role manages escalated support requests, prepares and deploys employee laptops and managed-services appliances, supports business applications, performs system maintenance, coordinates vendor-related technical issues, and assists with security and compliance activities. The position also serves as an escalation resource for support and is expected to independently manage issues through resolution. The role aligns with intlx Solutions established expectations for ticket ownership, documentation, escalation quality, and security-protocol compliance.

Key Responsibilities

• Manage and resolve support tickets involving hardware, software, user access, networking, applications, and system performance.
• Prioritize requests based on urgency, business impact, security risk, and established service-level commitments.
• Deploy, configure, and secure company Mac laptops, peripherals, endpoint-management tools, and approved applications.
• Support employee onboarding and offboarding, including device preparation, account access, equipment recovery, and asset tracking.
• Configure, test, document, and deploy Linux-based managed-services appliances for customer onboarding.
• Validate appliance connectivity, monitoring agents, security controls, remote-access tools, and required integrations.
• Maintain Linux systems and troubleshoot services, logs, permissions, networking, storage, package dependencies, and application performance.
• Provide application support, including troubleshooting, user provisioning, permissions, authentication, integrations, and escalation.
• Serve as the primary technical contact for vendor-related issues by opening support cases, coordinating troubleshooting, tracking progress, and escalating unresolved concerns.
• Document vendor cases, troubleshooting activities, resolutions, known issues, and recurring support trends.
• Maintain accurate documentation of internal, customer, and managed-services environments, including system configurations, applications, network details, support contacts, access requirements, and technical dependencies.
• Provide backup IT support for the parent company and affiliated business operations.
• Schedule and perform system maintenance, health checks, software updates, firmware upgrades, and security patching.
• Support security and compliance activities, including access reviews, asset inventories, evidence collection, control validation, and audit preparation.

• Review security alerts and suspected incidents, gather supporting evidence, document findings, and escalate according to incident-response procedures.
• Create and maintain technical documentation, onboarding checklists, knowledge-base articles, and standard operating procedures.
• Assist Level 1 support personnel with troubleshooting, escalation quality, and technical guidance.

Qualifications

• Two to four years of experience in IT support, desktop support, systems administration, help desk, or managed services.
• A college degree is appreciated but not required for any position at intlx Solutions. We value practical experience, sound engineering judgment, and the ability to deliver.
  
• Strong Linux administration and troubleshooting experience is essential.
• Experience supporting and deploying Apple macOS laptops in a business environment.
• Working knowledge of Linux command-line tools, services, logs, permissions, package management, patching, networking, and basic scripting.
• Experience independently managing escalated technical issues through resolution.
• Familiarity with Google Workspace, identity and access management, endpoint security, device-management platforms, and SaaS applications.
• Working knowledge networking and remote-access technologies.
• Experience with system patching, preventive maintenance, vendor management, application support, security-alert review, and compliance controls.
• Strong communication, customer-service, organization, and technical-documentation skills.
• Managed-services onboarding or appliance-deployment experience is preferred.

Preferred Certifications

Security, networking, or cloud certifications.

Working Conditions

• Hybrid schedule requiring three days per week in the Hingham, MA office.
• Additional in-office attendance may be required for laptop deployments, appliance preparation, maintenance, onboarding, or incident response.
• Occasional after-hours maintenance, on-call coverage, or travel may be required.
• Ability to lift, move, and install laptops, appliances, and related IT equipment.