IT Support Engineer, Tier 2–3 (Contract)

Job overview

The IT Support Engineer, Tier 2–3 role is onsite five days per week in Palo Alto, CA. Compensation is $55 per hour. The engineer supports GondolaBio’s IT team at a clinical-stage biopharmaceutical company developing therapeutics for genetic diseases. The role resolves escalated end-user and systems issues, maintains core platforms, and improves support documentation and processes. It also supports identity, endpoint, and security tools so employees can work reliably and recurring issues can be addressed more efficiently.

What you'll do

• Serve as the primary point of contact for incoming break-fix and request tickets
• resolve Windows and macOS, network, and business application issues
• own ServiceNow tickets and communicate status
• document recurring issues and maintain runbooks and the knowledge base
• support Okta, Intune, Microsoft 365, Entra ID, and Zoom
• provide frontline support for Zscaler and SentinelOne and escalate security concerns.

What we're looking for

Skills & competencies

palo alto ca

it support engineer

tier 2–3 support

contract

servicenow

windows

macos

okta

microsoft intune

microsoft 365

entra id

$55 per hour

gondolabio

Work arrangement

• Weekend coverage required

Why this role

Contract role reporting to the Manager of IT; supports Tier 1 through Tier 3 issues and a broad set of identity, endpoint, collaboration, and security platforms.

About the employer

GondolaBio Service Co, Inc. is hiring for this role. Industry: Custom Computer Programming Services. Sector: 54.