Support Engineer II, Information Technology

Ligand is looking for an experienced Support Engineer II, to join our Information Technology team. This individual will be active in day-to-day end user help desk service and back-end systems administration, maintenance, and monitoring for onsite and remote users to ensure timely issue resolution. This role will report to the Director of Information Technology.

Essentials for Working at Ligand Ligand is a dynamic, fast-paced organization committed to creating shareholder value through developing and acquiring royalty revenue generating assets and coupling them to a lean corporate cost structure. To be successful at Ligand, employees must be innovative, efficient, versatile, self-starters who take great pride in their work and want to contribute to something significant.

Location

This role will be in our Boston office with expected in office time 3 days a week. This requirement may be adjusted at any time depending on business needs.

Essential Role Responsibilities

• Provide quality and timely technical support and service for end users, serving as the first point of contact for IT support issues.
• Diagnose, troubleshoot, and resolve a variety of inbound support requests, ranging in complexity, via service desk tickets, email, and in-person interactions Ensure compliance with IT service level commitments, corporate policies, standards, and regulatory requirements (e.g., SOX, SOC2, HIPPA, and ISO).
• Provide feedback on common IT issues and trends that should be addressed in the organization.
• Actively contribute to IT projects and initiatives, delivering accurate and timely results.
• Administer core IT systems and ensure their smooth operation.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment, and manage multiple projects and priorities simultaneously.
• Perform user account management and provisioning and assist with related queries such as password resets and group maintenance.
• Administration of various third-party applications as needed.
• Perform server room maintenance and monitoring of physical server/device infrastructure.
• Relationship building with Information Technology (IT) colleagues through team interaction.

Requirements

• At least 5+ years of work experience in an enterprise IT department troubleshooting a wide array of end-user issues
• Demonstrable troubleshooting skills using a methodical approach

Technical Proficiency

• Strong knowledge in the following areas required Microsoft Windows, Windows Server 2012/2016, Office 365 Suite, Microsoft Intune and Autopilot, Active Directory, Cloud Concepts such as SaaS, AWS, SAML, etc., Conference rooms, Teams and audio-visual tools, Mobile devices, Basic cybersecurity concepts
• Experience configuring and troubleshooting multi-factor authentication (MFA), including Azure AD MFA, and modern authentication apps
• Experience configuring/troubleshooting device and/or disk encryption
• Working knowledge of SSL certificates and/or public key infrastructure (PKI)
• Solid comprehension of networking protocols including TCP/IP, DNS, DHCP, DFS, NPS, Radius, Print services, Subnetting, Routing, Wifi, etc
• Experience managing/troubleshooting virtual machines and environments (Vmware and/or Hyper-V)

Soft Skills

• Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical stakeholders and collaborate with cross-functional teams.
• Well-developed customer service, time management, and organizational skills
• Attention to detail when following instructions and writing documentation
• A customer-first attitude with a commitment to providing high-quality support.
• Willing and able to travel to branch offices if needed

Preferred / Optional Skills

• Experience deploying and troubleshooting automation tools/scripts such as Powershell, Python, PDQ Deploy, Intune, etc.

Preferred Education / Certifications

• Microsoft 365 Certified Fundamentals
• Candidates should have completed a college degree in a related computer support field or equivalent experience with technical troubleshooting and analysis

Non-essential Role Responsibilities Include

• Collaboration with all team members
• Understand Ligand s business model, location of business units.
• Continuing learning and professional growth through training and education

Ligand is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status.