Senior Support Engineer (IT)

Job Description:

The Sr. Support Engineer will be responsible for troubleshooting and resolving IT issues. You should have a strong track record of successfully addressing challenging IT issues. You will be responsible for all support related to computer systems, hardware, software, video conferencing systems and network systems both on, and periodically offsite. It will be your responsibility to own the problems and to follow it all the way through to resolution, even if it is necessary to escalate it to another team member. 

Responsibilities:

• Responsible for providing a high level of support for 100+ end users in multiple locations
• Provide White Glove support for all executives both in office and at their residences
• Provide hardware/software support for all workstations, systems, and servers
• Respond and escalate as needed to any network and security issues
• Respond to all support issues via messenger, phone, and email in a timely manner that conveys strong subject matter expertise
• Maintain inventory of all end user hardware and software
• Oversee new user onboarding process, end-user access to systems, create/disable user accounts, and provide necessary onboarding training as directed
• Complete tasks and projects accurately and thoroughly within expected timeframe and up to high-quality standards
• Ensure that access requests and approvals are accurate and well documented
• Provide support for multiple video conferencing systems and applications
• Follow checklists, and if necessary, create future checklists for troubleshooting

Qualifications:

• Minimum of 5-10 years of experience in an IT Support role required. IT degree or certifications will be considered in lieu of experience and evaluated on a case-by-case basis
• High level of proficiency with Microsoft Office applications
• Strong level of knowledge on Windows, Mac, and Server Operating Systems
• Strong level of knowledge on iOS and Android devices
• Experience with Active Directory, Microsoft Azure AD, and Intune is preferred
• Experience with Slack, Sophos, Duo, Atlassian products, PDQ Deploy/Inventory, and Egnyte
• Experience working with a Mobile Device Management solution (MDM)
• Experience working with Teams video conferencing systems
• Experience setting up and supporting Zoom conference rooms
• Experience working with VPN’s, Multi-Factor Authentication (DUO), access control systems, and CCTV systems
• Must have proficient knowledge of networking (Unifi Equipment preferred) and security standards
• Must have strong communication and troubleshooting skills with a strong attention to detail
• Must be able to work effectively and efficiently in a fast-paced environment under pressure, while maintaining professionalism
• Willing to work flexible and varying shift times including weekends and evenings
• Must have strong interpersonal skills and maintain high-level organization, office cleanliness, and personal hygiene. This is a critical customer / user facing role interacting with multiple groups at high executive levels, external vendors, and visitors. This is critical to the daily function.