Senior Support Engineer

Essential Duties & Responsibilities

• Work with managed services and serve as the highest level of escalation for technical support and incident management functions 
• Perform pro-active planning and provide recommendations on areas of improvement 
• Run and support Corporate IT projects 
• Maintain operating environment for both Windows and Mac OS 
• Maintain, and troubleshoot all standard productivity software (Microsoft O365 / Office Suite, Microsoft SharePoint, Slack, Microsoft Teams, Zoom, etc.) 
• Diagnose, troubleshoot, and repair computing hardware, peripherals, and office printers 
• Maintain and troubleshoot collaboration and A/V equipment and applications such as Zoom, Slack, and Microsoft Teams 
• Monitor support tickets to ensure they are being completed in a timely manner 
• Participate in troubleshoot security-related issues 
• Ensure Windows and Mac laptops are being patched according to schedule, virus definitions are up-to-date, and work with managed services to perform remediations when necessary 
• Maintain and keep documentations for the environment up to date 
• Assist with network device troubleshooting and configurations 
• Provide technical trainings for end users 

Qualifications

• Bachelor’s degree or equivalent experience preferred in one of the following: Computer Science/Engineering, Information Technology, or a related field 
• Minimum of 6 years professional experience in IT or Support Engineering
• Advanced knowledge in Microsoft Windows, Mac OS, Azure AD, and Microsoft O365 
• Strong knowledge in supporting collaboration applications such as Slack, Microsoft Teams, Microsoft SharePoint, and Zoom 
• Excellent communication and interpersonal skills, including the ability to build strong working relationships with end users of diverse personalities and professional backgrounds 
• Strong customer service focus including white-glove services 
• Strong analytical and problem-solving skills 
• Ability to work independently, self-motivate and manage multiple conflicting priorities simultaneously 
• Strong hardware, software, and OS troubleshooting skills 
• Detail-oriented, strong document skills, and can think outside of the box 
• Resourceful and ability to research hardware and software issues in a thorough manner 
• The ability and desire to keep abreast of new technologies 
• Good project management skills 
• Knowledgeable in device management products such as Microsoft Intune and jamf 
• Basic network technology knowledge (switches, routers, and wireless) 

Physical Demands

• While performing the duties the physical requirements are:  
• Constantly reach to use computers, monitors, and other office equipment 
• Constantly need to view objects at close and distant ranges 
• Constantly communicate with others verbally and in writing 
• Frequently required to sit or stand    
• This position functions in an office and technical environment and requires fine manipulation and simple grasping to utilize the computer and other standard office equipment. 
• Required occasional lifting and transporting of items weighing up to 25 lbs.