IT Support Engineer - Mangrove Management Partners

Job Summary:

We seek a motivated and detail-oriented IT Support Engineer with 2-3 years of experience to join our IT team. The ideal candidate will have hands-on experience with various IT infrastructure and management tools, such as Microsoft 365, AWS, Fortinet, Unifi Networking, SentinelOne, Threatlocker, Tenable, Sumologic, and FreshService. 

Additionally, experience in supporting healthcare applications such as Electronic Health Records (EHRs), Picture Archiving and Communication Systems (PACS) with DICOM standards, and other office-based lab technologies is highly desirable.

You will be responsible for providing technical support to our employees, managing IT infrastructure, supporting Windows endpoints and applications, performing patch management, and ensuring the security and efficiency of our IT systems.

Key Responsibilities:

• Technical Support:
• Provide first and second-level support to employees for hardware, software, and network issues.
• Assist with onboarding and offboarding processes, including setting up and decommissioning user accounts and devices.
• Troubleshoot and resolve issues related to Microsoft 365 applications, including email, collaboration tools, and Azure AD.
• Provide support for Windows endpoints and applications, ensuring they are properly configured, maintained, and updated.
• Perform patch management for Windows endpoints and applications to ensure systems are secure and up to date.
• Utilize FreshService for ticketing, incident management, and tracking support requests.
• Support healthcare applications, including EHRs, PACS (Picture Archiving and Communication Systems) with DICOM (Digital Imaging and Communications in Medicine) standards, and other office-based lab technologies, ensuring their smooth operation and integration with existing systems.
• Infrastructure Management:
• Support the maintenance and configuration of AWS services, including VPC, Lambda, S3, CloudFormation, and IAM.
• Assist in managing and monitoring network infrastructure, including Fortinet and Unifi networking devices.
• Participate in deploying and managing IT security solutions, including SentinelOne, Threatlocker, and Tenable.
• Utilize Sumologic for log management, monitoring, and troubleshooting across various systems.
• Security and Compliance:
• Monitor and respond to security alerts and incidents using tools like SentinelOne, Threatlocker, Tenable, and Sumologic.
• Implement and enforce IT security policies and procedures across the organization.
• Conduct regular audits of IT systems to ensure compliance with internal and external security standards.
• Documentation and Reporting:
• Maintain accurate and up-to-date documentation for all IT systems, processes, and procedures.
• Prepare and present regular reports on IT infrastructure status, security incidents, and support requests.

Required Skills and Experience:

• 1-3 years of experience in IT support or a related role.
• Proficiency in Microsoft 365, including Azure, Entra, Intune, and the full suite of employee-facing tools.
• Experience with AWS services, particularly VPC, Lambda, S3, CloudFormation, and IAM.
• Familiarity with network management using Fortinet and Unifi devices.
• Knowledge of IT management and service desk tools like FreshService.
• Experience in supporting and patching Windows endpoints and applications.
• Understanding of IT security solutions, including SentinelOne, Threatlocker, Tenable, and Sumologic.
• Experience in supporting healthcare applications like EHRs, PACS/DICOM systems, and office-based lab technologies.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.

Preferred Qualifications:

• Relevant certifications such as Microsoft Certified: Azure Fundamentals, AWS Certified Solutions Architect – Associate, Fortinet NSE, or similar.
• Experience with IT project management or participation in IT-related projects.
• Familiarity with ITIL practices and methodologies.

Working Conditions:

• Primarily remote-based with occasional office-based travel 1-2 days per week.
• The company is located in New England, with locations in Maine, Massachusetts, and Connecticut. Travel to all these states will sometimes be required.
• May require occasional after-hours work to respond to IT emergencies or perform maintenance.

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