Planet Pharma
We are seeking an experienced, hands-on IT Support Engineer (L2/L3) to serve as the primary onsite technical authority for our Lebanon, New Hampshire office. This role requires advanced troubleshooting skills, strong experience with Cisco networking and AV technologies, Zoom administration, and a solid understanding of basic security practices. You will be the go-to resource for end-user support, network/AV maintenance, and office IT infrastructure, working independently while collaborating with remote IT teams to ensure smooth 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 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 and accurate documentation.
Lead complex laptop builds, OS deployments, and device imaging processes for onboarding cycles or urgent replacements.
Audio-Visual (AV) & Conferencing Systems
Manage and support Cisco video conferencing systems (e.g., Webex Room Kits, codecs), including firmware updates, configuration, and troubleshooting.
Administer and troubleshoot Zoom Rooms environments, including integration with scheduling systems and AV hardware.
Proactively maintain meeting room technology to ensure readiness and high-quality user experience.
Resolve AV issues related to audio quality, video signal, and network connectivity.
Networking & Connectivity
Support and configure Cisco networking equipment (switches, routers, wireless APs), including VLAN basics and port configurations.
Troubleshoot wired/wireless network performance issues, escalating to network engineering as needed.
Perform basic switch port setups, patch panel terminations, and cabling management.
Understand and troubleshoot IP addressing, DNS, DHCP, and routing basics.
Security & Access Control
Ensure computers and devices are up to date with antivirus, patches, and encryption.
Troubleshoot VPN and firewall access issues.
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 Leadership & Independence
Act as the sole onsite IT authority for the Lebanon, NH office, providing end-to-end technical ownership.
Work closely with remote infrastructure, network, and security teams for escalations and project execution.
Proactively identify and implement process improvements for local IT operations.
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:
35 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.
Hands-on experience with Cisco networking and AV solutions.
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 device management (Jamf, VMware Workspace ONE/AirWatch).
Previous experience supporting Zoom Rooms and Cisco Webex conferencing environments.
Prior experience in a sole-site-support role.