Tenpoint Therapeutics, Ltd.

Support Engineer

• Lead and provide hands-on support for IT help desk and desktop operations, ensuring timely resolution of incidents and requests.
• Serve as the primary escalation point for complex technical issues across Windows, MacOS, iOS, Microsoft 365, and core business applications.
• Supervise and mentor support staff; set expectations for response, resolution, and customer satisfaction.
• Manage ticketing workflows, ensuring SLAs and response times are consistently achieved.
• Partner with IT leadership to refine policies, procedures, and security best practices.
• Support onboarding/offboarding processes, including account provisioning, hardware configuration, and application access.
• Maintain accurate asset inventory and ensure systems remain compliant with IT standards.
• Coordinate with external vendors and Managed Service Providers as needed to resolve issues and support business continuity.
• Provide clear, proactive communication to end users and stakeholders regarding IT issues and resolutions.

Desktop Support Technician