IT Support Engineer
Berkshire Grey
IT, Customer Service
Bedford, MA, USA
Posted on Nov 19, 2025
Job Description:
The IT Support Engineer plays a crucial role. This role is pivotal in ensuring efficient IT support for team members, managing hardware and software resources, and contributing to the smooth operation of our IT infrastructure. The ideal candidate will have a strong background in various IT systems, including cloud services, virtual and physical infrastructures, network implementation, and security.
Key Responsibilities:
1. Help Desk & Technical Support
- Provide technical support to users regarding computer hardware and software, including printing, software installation, email, and operating systems.
- Assist with imaging of end user’s desktop and laptop computers.
- Maintain accurate IT inventory, tracking hardware and software assets.
- Offer training to new users and continual support to all staff on IT-related matters.
- Coordinate with external support for critical issues and maintain a log of repairs and fixes.
- Be knowledgeable of the company’s conference room systems and be ready to provide audio-visual and technical support for company meetings.
- Assist with onboarding of new employees.
- Assist with onboarding & offboarding workflow automation
- Shared on-call after hours support with team.
- Other duties as assigned
2. Policy Development and Documentation
- Assist in the development of IT policies and procedures.
- Maintain documentation for system configurations, network mapping, processes, and service records.
3. Project Management:
- Participate in IT-related projects, including system upgrades and migrations.
- Ensure that projects are completed on time and within budget.
4. System Administration:
- Support hardware and software for the organization's computer systems.
- Help ensure the ongoing operational efficiency of servers, including installing updates and maintaining proper security posture.
- Monitor system performance, troubleshoot issues, and ensure that systems are available and functioning correctly.
- Manage user accounts, permissions, email, anti-virus, anti-spam.
5. Network Management:
- Help maintain and administer computer networks and related computing environments, including systems software, applications software, hardware, and configurations.
- Protect data, software, and hardware by coordinating, planning, and implementing network security measures.
- Troubleshoot, diagnose, and resolve hardware, software, and other network and system problems.
- Replace faulty network hardware components when necessary.
Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, System Administration, or a closely related field, or equivalent proven experience in a systems/network administration or IT support role required.
Skills:
- Adept at quickly learning new technologies and procedures.
- Ability to troubleshoot and resolve complex technical issues.
- Strong communication and interpersonal skills.
- Familiarity with Okta, Duo, Active Directory, VMware, Veeam, Azure, MS Entra, Office 365, Jira, Confluence, AWS, Jamf, Automox, and Intune, or similar software.
- Windows & Linux (Ubuntu) user/system support.
- Strong knowledge of systems and networking software, hardware, and networking protocols.
- Experience with scripting and automation tools.
Reporting:
The IT Support Engineer will typically report to the IT Manager.
9310-2502BJ