IT Systems Engineer

We are seeking a technically skilled and service-oriented IT Systems Engineer to serve as the primary on-site IT resource for our Boston-area life science portfolio. This role owns regional helpdesk operations and systems administration while also providing remote IT support across BTP's full portfolio of corporate offices and properties in the US and UK.

The position is the first point of escalation for end users across the Northeast region and is directly involved in tenant technology support, move-in coordination, vendor management, and on-site infrastructure operations. You will work closely with the Senior Director of IT and align with the San Diego-based IT Manager, operating with a high degree of autonomy while maintaining consistent standards across all BTP properties. This is a high-ownership role for someone who operates well independently, communicates proactively, and wants to be part of a growing organization where their contributions are visible and valued.

Responsibilities:

Regional & On-Site Support

• Serve as the primary on-site IT resource for Boston-area BTP properties, providing Tier 3 helpdesk support for regional staff and tenants
• Coordinate and execute tenant technology move-ins including network provisioning, AV setup, access control onboarding, and infrastructure readiness for new tenant spaces
• Manage on-site vendor relationships for IT-related services including cabling, low-voltage, AV, and physical infrastructure projects
• Conduct site assessments and coordinate IT infrastructure work tied to tenant improvements, buildouts, and property transitions
• Support meeting room technology, video conferencing systems, and shared AV infrastructure across Boston properties
• Provide occasional travel support to other Northeast and regional BTP properties as operational needs arise

Remote Portfolio Support

• Provide remote Tier 3 helpdesk support across BTP's full portfolio of US and UK properties, serving as a shared resource for corporate staff and distributed teams
• Collaborate with IT leadership and the San Diego-based IT Manager to maintain consistent systems, standards, and processes across all portfolio assets
• Support remote troubleshooting, device management, and user administration for staff outside the Boston region
• Assist in the coordination of IT needs for new property openings, expansions, and portfolio-wide initiatives

Helpdesk & End User Support

• Own and manage the regional helpdesk queue through Freshservice, ensuring SLA adherence, thorough documentation, and quality ticket closure
• Identify recurring issues and drive root-cause resolutions to reduce ticket volume and improve end-user self-sufficiency over time
• Onboard and offboard employees - provisioning accounts, devices, and access in coordination with automated IT workflows
• Provide hands-on and remote support for hardware, software, peripherals, and mobile devices

Systems Administration & Infrastructure

• Administer and maintain the endpoint fleet using Microsoft Intune and NinjaOne RMM - patch management, policy enforcement, software deployment, and compliance reporting
• Manage IT asset lifecycle - procurement, inventory tracking, device deployment, and recovery
• Support Entra ID (Azure AD) administration including user and group management, conditional access policies, and identity governance
• Maintain and troubleshoot Cisco Meraki network infrastructure across Boston properties - switches, wireless APs, and MX security appliances
• Administer physical access control - credential management, group assignments, and access audits
• Support the Microsoft 365 environment including Exchange Online, Teams, SharePoint, OneDrive, and licensing
• Administer Box for end users, including permissions, folder structure, and M365 integration
• Contribute to Azure-based workloads and automation initiatives under direction from the Senior Director of IT
• Maintain IT documentation in the knowledge base and contribute to runbooks and standard operating procedures

Security & Compliance

• Support Microsoft Defender for Endpoint (MDE) monitoring and alert triage for the Boston region
• Enforce endpoint compliance and security baselines across managed devices

AI & Automation

Breakthrough Properties is building an automation-first IT operation, and this role is expected to actively contribute to that effort. The ideal candidate is not just a consumer of AI tools but a practitioner — someone who sees repetitive processes as opportunities and reaches for automation before accepting manual work as the norm.

Process Automation & Tooling

• Identify and implement automation opportunities across IT operations — including onboarding/offboarding workflows, endpoint provisioning, alerting, and routine administrative tasks
• Build and maintain integrations using Workato or comparable iPaaS platforms to connect BTP's core systems (M365, Freshservice, Entra ID, Box, NinjaOne, and others)
• Develop and maintain PowerShell scripts and lightweight internal tools to extend and automate IT processes
• Contribute to BTP's agentic IT workflows — supporting AI-assisted orchestration across ticketing, identity management, and infrastructure monitoring

AI Tool Fluency

• Apply AI-assisted tools (including Claude, Microsoft Copilot, and similar platforms) to accelerate IT tasks — documentation, troubleshooting research, script generation, and communications
• Stay current on emerging AI capabilities relevant to IT operations and evaluate new tooling for practical application within BTP's environment
• Contribute to the development of internal AI use cases and help establish repeatable, governed patterns for AI adoption across the IT team

Documentation & Knowledge Automation

• Use AI-assisted workflows to generate, maintain, and improve runbooks, SOPs, and knowledge base articles
• Identify opportunities to reduce ticket volume through automated self-service, intelligent routing, and proactive monitoring

Qualifications:

Required

• 5-7 years of experience in IT support, systems administration, or a combined helpdesk/sysadmin role
• Hands-on experience with Microsoft 365 and Entra ID administration
• Proficiency with endpoint management tools - Intune, NinjaOne, or equivalent RMM/MDM platforms
• Working knowledge of networking fundamentals - VLANs, DNS, DHCP, switching, and wireless
• Experience supporting Windows 11 endpoints in an enterprise environment
• Demonstrated ability to work independently and manage competing priorities without day-to-day supervision
• Strong written and verbal communication skills - comfortable with both technical peers and non-technical stakeholders
• Experience coordinating with vendors, contractors, or third-party service providers
• Foundational experience with scripting or automation - PowerShell, Python, or workflow tools such as Power Automate, Workato, or equivalent

Preferred

• Experience with Cisco Meraki network administration
• Familiarity with Avigilon or comparable physical access control platforms
• Experience with Freshservice or similar ITSM ticketing systems
• Hands-on experience with Workato, Power Automate, or comparable iPaaS/automation platforms
• Exposure to Azure infrastructure, Logic Apps, or Azure Automation
• Experience building or contributing to AI-assisted workflows or internal tooling
• Experience supporting tenant move-ins, AV deployments, or technology infrastructure projects in a commercial real estate environment
• Microsoft certifications a plus
• Experience in a multi-site or distributed organization supporting remote and in-person users

Work Environment

• On-site, Boston-based role — regular in-office presence required at primary Boston property
• Occasional travel to other Northeast and regional BTP properties
• Remote support responsibilities for BTP's full US and UK portfolio
• Lean, high-trust team with direct access to IT leadership and real ownership from day one

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The base compensation range for this role is $105,000-$120,000 annually. This role is eligible for a discretionary annual bonus, as well as our comprehensive medical, dental, and vision insurance, life and disability insurance, 401(k) plan (with matching contributions), wellness benefits and all other benefits afforded to full-time Breakthrough employees.

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