Senior IT Support Engineer

Source One is a consulting services company and we’re currently looking for the following individual to work as a consultant to a robotics company in Cambridge, MA.

Title: Senior IT Support Engineer (Contract)

Location: Cambridge, MA (onsite - 5 days/week)

Pay Rate: $55-$65/hour (W-2)

Duration: 12-month contract

Schedule: Full-Time, Monday -Friday

About the Role: Our client, a fast-growing AI robotics company, is seeking a Senior IT Support Engineer to own and elevate the end-user IT experience across the organization. This hands-on role will be responsible for onboarding/offboarding, device lifecycle management, identity and access administration, conference room technology, and Tier 1/2 support.

The ideal candidate is highly organized, customer-focused, technically versatile, and thrives in a fast-paced startup environment. You'll work closely with engineering, product, and research teams while helping build scalable IT processes from the ground up.

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Key Responsibilities:

User Lifecycle Management

• Own end-to-end onboarding and offboarding processes

• Provision devices, accounts, and system access for new hires

• Manage hardware recovery, secure deprovisioning, and account removal

• Continuously improve onboarding and offboarding workflows

End-User Support

• Provide Tier 1/2 support across: Linux, macOS, Windows, iOS, Android

• Troubleshoot devices, productivity tools, connectivity issues, and user accounts

• Maintain excellent customer service and SLA performance

Device & Asset Management

• Procure, image, configure, ship, and track hardware

• Manage inventory, refresh cycles, MDM enrollment, and secure disposal

• Administer device policies and software deployment

Conference Room & Workplace Technology

• Support A/V and conference room systems

• Troubleshoot meeting technology issues

• Coordinate room buildouts and vendor relationships

IT Operations & Process Improvement

• Maintain documentation, runbooks, and knowledge base content

• Manage ticket queues and reporting within ITSM platforms

• Identify opportunities for automation and operational improvements

• Collaborate with infrastructure, networking, security, and identity management teams

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Required Qualifications:

• 5 years of progressive IT Support or End-User Support experience

• Experience supporting Linux, macOS, and Windows environments

• Mobile device support experience (iOS and Android)

• Experience with MDM platforms such as Jamf, Intune, JumpCloud, Fleet

• Experience administering identity platforms such as Okta, JumpCloud, Microsoft Entra ID (Azure AD)

• Google Workspace administration experience

• Experience with ITSM platforms such as ServiceNow, Jira Service Management, Freshservice

• Experience with virtualization platforms (VMware, Proxmox, etc.)

• Strong understanding of DHCP, DNS, VLANs, VPNs, Wi-Fi networking, Basic firewall concepts

• Basic scripting experience using Bash, PowerShell, or Python

• Strong written and verbal communication skills

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Preferred Qualifications:

• Experience supporting engineering, robotics, AI, or ML teams

• Cisco Meraki and Fortigate administration

• Conference room technologies Logitech, Neat, Crestron, Poly, Zoom Rooms, Google Meet, Pexip

• CrowdStrike or similar EDR platforms

• Basic AWS experience (IAM, EC2, S3)

• Infrastructure-as-Code experience Terraform, Pulumi, Ansible

• Tailscale or Zero Trust networking solutions

• Experience supporting SOC 2 or ISO 27001 environments

• Startup or high-growth company experience

• Familiarity with AI tools such as ChatGPT, Claude, or Gemini