The Role
Provides white-glove IT support for executives and end users, resolving application, device, access, and infrastructure issues. Responsibilities include ticket management, escalation, incident response, root cause analysis, hardware and software deployments, troubleshooting, documentation, knowledge-base maintenance, trend analysis, and leading migrations, rollouts, and other end-user technology projects. The role is onsite five days weekly with shifting hours and requires support across service desk, remote, phone, Teams, email, and walk-up channels.
Summary Generated by Built In
Job Description: Sr. Support EngineerLocation: No RemoteExperience: 5+ YearsReports to: Regional Head - West CoastWork hours: 6:00 AM to 5:00 PM PT (Work in Shifts) [During training, timings will be from 8:00 AM to 5:00 PM. Post training, expectation is for the consultant to be flexible to a slightly earlier start. The expectation is 5 days a week, on-site.]Summary:
• You’ll be the frontline expert solving user issues, managing escalations, and ensuring high
availability of workplace technology. This role ensures tickets are resolved e iciently and
user experience remains exceptional.
• Supporting C-level executives and VIPs. This role ensures reliable, discreet, and highly
responsive service for time-sensitive or sensitive tech needs, in person and remote. Reasonability:
• Resolve IT tickets related to applications, devices, access, and infrastructure.
• Provide proactive, high-discretion support for executives’ issues and requests.
• Escalate complex issues to L3 or engineering teams as needed.
• Document recurring fixes and contribute to the support knowledge base.
• Analyze support trends to recommend automation or process improvements.
• Provide incident response and root cause analysis when required.
• Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up.
• Perform remote and on-site support using e icient troubleshooting methods.
• Test and deploy hardware/software for new setups, break-fix, and MAC tasks.
• Deliver white-glove customer service across all support channels.
• Proactively engage users to identify and resolve potential issues early.
• Follow up to ensure user satisfaction and issue resolution.
• Maintain and update internal and customer-facing documentation.
• Track and log issues thoroughly in the service management system.
• Identify recurring problems, propose solutions, and test new technologies.
• Lead end-user technology projects including migrations, deployments, and new tool rollouts. Requirements:
• 5+ years in IT support, preferably in investment or financial environments
• Strong understanding of Windows/MAC OS, hardware lifecycle and deployment, imaging,
networking, AD, O365, Entra ID, AV conference rooms, MDM, Powershell, ticketing systems
• Passion for improving user experience and supporting high standards
• Reliable, hardworking, and moldable member of a team
• You’ll be the frontline expert solving user issues, managing escalations, and ensuring high
availability of workplace technology. This role ensures tickets are resolved e iciently and
user experience remains exceptional.
• Supporting C-level executives and VIPs. This role ensures reliable, discreet, and highly
responsive service for time-sensitive or sensitive tech needs, in person and remote. Reasonability:
• Resolve IT tickets related to applications, devices, access, and infrastructure.
• Provide proactive, high-discretion support for executives’ issues and requests.
• Escalate complex issues to L3 or engineering teams as needed.
• Document recurring fixes and contribute to the support knowledge base.
• Analyze support trends to recommend automation or process improvements.
• Provide incident response and root cause analysis when required.
• Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up.
• Perform remote and on-site support using e icient troubleshooting methods.
• Test and deploy hardware/software for new setups, break-fix, and MAC tasks.
• Deliver white-glove customer service across all support channels.
• Proactively engage users to identify and resolve potential issues early.
• Follow up to ensure user satisfaction and issue resolution.
• Maintain and update internal and customer-facing documentation.
• Track and log issues thoroughly in the service management system.
• Identify recurring problems, propose solutions, and test new technologies.
• Lead end-user technology projects including migrations, deployments, and new tool rollouts. Requirements:
• 5+ years in IT support, preferably in investment or financial environments
• Strong understanding of Windows/MAC OS, hardware lifecycle and deployment, imaging,
networking, AD, O365, Entra ID, AV conference rooms, MDM, Powershell, ticketing systems
• Passion for improving user experience and supporting high standards
• Reliable, hardworking, and moldable member of a team
Skills Required
- 5+ years of experience in IT support
- Experience supporting investment or financial environments
- Strong understanding of Windows and macOS
- Experience with hardware lifecycle, deployment, and imaging
- Knowledge of networking
- Experience with Active Directory
- Experience with Microsoft 365
- Experience with Entra ID
- Experience supporting audiovisual conference rooms
- Experience with mobile device management
- PowerShell knowledge
- Experience with ticketing systems
- Ability to work onsite five days per week and flexible shifts
- Passion for improving user experience and maintaining high service standards
- Reliable, hardworking, and adaptable team member
Ness Digital Engineering Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ness Digital Engineering and has not been reviewed or approved by Ness Digital Engineering.
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Healthcare Strength — Healthcare coverage is often positioned as comprehensive, with medical and dental described as strong in North America. Wellness programs are also emphasized as part of the core package.
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Flexible Benefits — Flexible or remote work options are frequently highlighted as part of the overall rewards experience. Learning and upskilling support is repeatedly framed as a meaningful benefit tied to the employee value proposition.
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Fair & Transparent Compensation — Pay is characterized as generally “okay to good,” with stronger packages appearing for certain senior roles and some U.S. positions. This suggests compensation can be market-aligned when role level and geography are favorable.
Ness Digital Engineering Insights
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The Company
What We Do
Ness Digital Engineering, acquired by global investment firm KKR in 2022, is a full-lifecycle digital engineering firm offering digital advisory through scaled engineering services. Headquartered in New York, Ness serves our customers across 11 innovation hubs in the US, Eastern Europe, and India. Combining our core competence in engineering with the latest in digital strategy and technology, we seamlessly manage Digital Transformation journeys from strategy through execution to help businesses thrive in the digital economy. For more information, visit www.ness.com
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