IT Support Engineer II

About the role

For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

What you'll do

• Provide onsite and remote Tier 2 and Tier 3 support for employees, executives, and administrative assistants across hardware, software, AI and Microsoft Copilot
• Deliver discreet, responsive and high-touch support that creates a consistently positive customer experience through active listening, empathy, proactive readiness
• Own incidents and requests end to end: assess impact, ask targeted questions, diagnose root cause, implement or coordinate resolution, validate functionality
• Prioritize multiple open issues while meeting service-level expectations; escalate unresolved or high-impact matters to appropriate internal teams, Tier 3 specialists
• Provide break-fix, workstation, mobile-device and basic home-network support, including Windows, macOS, iOS/iPadOS, Android, peripherals, secure remote access

What you need

• 5–9 yrs of experience
• Windows
• Troubleshooting
• Hardware
• Ticketing tools
• iOS
• Android
• Any graduate

Good to have

• Active Directory
• Office 365
• Intune
• ServiceNow
• Workday