IT Support Engineer

Company Description

Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.  

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.  

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.  

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.  

We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.

Learn more at betsol.com

Job Description

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.

Qualifications

Required Skills & Competencies

Experience: 3+ years of experience covering the following:

• Must have experience providing onsite support at customer locations. 
• Strong experience with Windows and Mac OS installation, configuration, troubleshooting, and support.
• Hands-on experience with hardware equipment such as helping setup firewalls, server racks, switches, access points, and cabling. 
• Hands-on experience with software troubleshooting.
• Experience with employee onboarding and offboarding. 
• Experience with laptop setup automation such as Dell autopilot or similar platforms. 
• Experience with printer configuration, email setup, Wi-Fi, and LAN connectivity issues.
• Experience with ITSM tools (ServiceNow, Jira, etc.) and CMDB-based asset management.
• Experience with 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 have current enterprise (mid to large size organizations) experience in IT support or experience working with an MSP provider. 
• Must be willing to commute and work on-site at client locations in NY and NJ, 2-3 times per week. Travel expense reimbursement policy provided. 

Certifications (Preferred)

• MCSE, MCITP, MCTS, or equivalent certifications are an added advantage.

Education

• Bachelor’s Degree in an IT-related discipline or equivalent.

Additional Information

Applicants must be authorized to work in the United States. This position is not eligible for employment visa sponsorship now or in the future.

We know great talent comes from many backgrounds. If you’re excited about this role but don’t meet every qualification, we still encourage you to apply. We value curiosity, ambition, and a willingness to grow. At BETSOL, we foster an environment where diverse perspectives are valued and everyone feels empowered to contribute. Hiring decisions are based on qualifications, merit, and business needs. 

Benefits & Perks 

We offer a comprehensive and competitive benefits package designed to support your well-being, growth, and overall experience: 

• Competitive salary 
• Medical, dental, and vision coverage 
• 401(k) with company match 
• Flexible PTO + paid holidays 
• Hybrid work flexibility 
• Learning & development support  
• Inclusive, team-driven culture 
• Opportunities to work with and learn from teams across the world 

BETSOL is an equal opportunity employer. All your information will be kept confidential according to EEO guidelines.