Senior IT Support Engineer

SENIOR IT SUPPORT ENGINEER

New York, NY

Position Description

Position Summary

This is a customer oriented support role centered on providing basic to advanced technical support for end user desktop, laptop, mobile device, application and peripheral installation, configuration and issues. Technologically proficient individual open to interact with users live or through other digital communication methods to provide guidance, troubleshooting and issue resolution. The Senior IT Support Engineer’s ability to deliver on and resolve technology requests, tasks, and projects is an important part of this position.

A good understanding and working experience managing and supporting IT infrastructure, systems, servers, networks, security, computers, mobile devices, technology products and software combined with problem solving abilities to diagnose and resolve issues are important criteria to succeed in this position.

Responsibilities

User Support

· Provide onsite and remote assistance for technical requests, diagnose, troubleshoot and resolve issues, communicate progress, follow up and ensure completion of support tickets.

· Monitor and track support requests in the helpdesk ticketing system, and document issues and their resolution.

· Train users on use of supported hardware, software and services within department and organizational guidelines and standards.

· Provide after-hours/on-call support as needed.

· Provide more in-depth troubleshooting for complex issues and administration for advanced technical requests that cannot be resolved through first-level or second-level support.

Hardware Support

· Set up, test, deploy and maintain computer laptops, desktops, printers, mobile devices, office phones and conference room audio/video equipment.

· Hands on experience with:

o Data center IT infrastructure components and systems,

o LAN and WLAN networking hardware, and

o Security appliances and hardware.

Software Support

· Administer Microsoft Windows Server OS and Server based applications.

· Administer corporate based server side applications, SAAS / cloud administrator portals, network and storage appliances and systems.

· Set up, test, deploy and maintain corporate standard computer software.

· Set up, test, deploy and maintain computer patch management solution.

Maintenance

· Perform user hardware and software version upgrades, security patches, firmware updates, equipment refreshes / replacements and optimizations.

· Keep physical and virtual computer patterns and images up-to-date with latest security patches and software versions.

Documentation

· Create, follow, and maintain detailed documentation of IT processes, procedures and checklists, and update knowledge base to ensure optimal efficiency and consistency in operations and project delivery.

· Submit documentation of issues, troubleshooting steps taken and their resolution, and new practices in the internal knowledge base.

· Conduct user training, gather feedback, and update training guides as needed.

Inventory

· Enter new hardware equipment details, software, and services license information.

· Track changes, replacements, and repairs.

· Set up, test, deploy and maintain corporate asset management tool.

Additional Responsibilities

· Learn new technologies as required for tasks, projects and to administer department and organization functions.

· Handle potential security threats and events with a higher priority.

· Lead desktop support related projects such as operating systems migrations, software upgrades, patch management and hardware upgrades.

· Coordinate with external vendors for requests, tasks, projects and escalated issues.

· Research new technologies and tools to improve desktop support capabilities, efficiency, and security.

· Locate opportunities for areas that can be automated to improve team efficiency and user experience.

Qualifications

User Support

· Experience delivering technical customer support interactions in-person and / or remotely.

· Experience responding to new or open support tickets received from various communication methods such as: email, phone, texts, walk-ins, chat tool and/or video call.

· Experience applying intermediate to advanced technical capabilities to diagnose and resolve issues.

Hardware Support

· Experience supporting:

· Desktops, laptops, and accessories (monitors, docking stations, webcams, USB devices) running Windows,

· Mac desktops, Macbooks, and iOS devices,

· HP printers and Canon copiers a plus, and

· Android and iOS phones and tablets.

· A plus to have experience assisting with, managing and supporting data center IT infrastructure and components such as: network equipment, security appliances, server hardware, storage appliances or arrays, UPS, PDUs, environmental monitoring devices.

Software Support

· Experience creating user accounts, user groups, assigning and maintaining resource permissions across Microsoft server applications, Windows-based server applications and stand-alone appliances, devices and systems.

· Experience administering and supporting Windows Server OS.

· Experience administering Active Directory and Microsoft Exchange at a basic or intermediate level.

· Experience administering and supporting Windows based File Servers and Print Servers.

· Experience managing telecom PBX platforms such as Avaya IP Office.

· Experience supporting remote access solutions such as VMware Horizon virtual desktops and Citrix VPX/VPN endpoints.

· Experience supporting Email Filtering Gateways such as Mimecast.

· Experience managing security endpoint portal such as Sophos.

· Experience supporting Windows 10/11 and Mac operating systems.

· Experience supporting some or all of current corporate standard software: Microsoft Office, Microsoft 365, Zoom, Adobe Acrobat, Edge/Chrome/Firefox Web Browsers, Endpoint agents.

· Experience working with computer remote control solutions.

· Experience supporting corporate computer imaging solutions such as SmartDeploy.

· Experience managing door access control solutions.

Maintenance

· Experience performing Windows and Mac updates process for individual machines or using a patch management solution.

· Experience testing updates and patches before wider deployment to all computers.

· Experience configuring patch management solutions.

Documentation

· Experience entering, editing and maintaining documentation or internal knowledge base solutions or structured and organized manual methods.

· Experience creating, drafting, updating and maintaining advanced technical checklists, processes, and user facing guides, manuals and how to’s.

Inventory

· Experience managing inventory with an asset management tool or Excel.

Requirements

· 8+ years of technical user support experience.

· Experience in small to medium-scale environments (under 100 people) preferred.

· Boutique financial services, law firm, or family office experience preferred.

· Strong interpersonal skills.

· Bachelor's degree required, preferably in information technology or related field.

· Commitment to delivering timely and professional service to executives.

· Strong foundational knowledge in diverse technical platforms.

· Demonstrated ability to prioritize work and to complete projects on time.

· Experience in highly secure and confidential environments; commitment to maintaining discretion and confidentiality.

· Excellent communication skills, both verbal and written.

· Must be a service-oriented, team-player eager to respond to requests and assist colleagues at all levels.

· Demonstrated strong organizational skills and exercises attention to detail.

· Demonstrated ability to collaborate well with others or work independently as the situation warrants.

· Commitment to professional ethics and integrity.

· Punctuality and regular attendance in office.

· In order to build productive relationships across the organization and to ensure effective collaboration, this role requires in-person presence in accordance with the organization’s hybrid schedule of working in the office three days per week.