Senior Support Engineer

Senior Support Engineer

The Senior Support Engineer resolves complex endpoint, collaboration, identity, and enterprise technology issues while supporting operational improvement and end-user experience in a fast-paced, collaborative professional services environment.

• Resolve escalated network, desktop, phone hardware and software issues.
• Maintain user account information including access permissions, and security groups.
• Configure and install PCs, network printing devices, peripherals, and software.
• Provide desk-side technology support to professionals at all levels of the organization.
• Manage end point health using remote administration and remote desktop tools.
• Ensure end user devices are in compliance with firm policy.
• Operate, maintain, and troubleshoot complex audio/visual equipment and presentation hardware.
• Create and maintain documentation for system configuration, processes, and service records.
• Train employees on audio/visual capabilities.
• Manage the ticketing system queue with the Service Desk Manager.
• Work with vendors to repair equipment and troubleshoot issues.
• Implement new and upgraded products as required.
• Identify and implement process and efficiency improvements.
• Provide end user support for the Virtual Technology platform.
• Software and asset inventory.
• On-call/after-hours support will be required.

Qualifications

• Bachelor’s Degree preferred.
• Minimum of 4 years of substantive relevant experience required.
• Relevant technology certifications are a plus.
• Experience in enterprise IT support with ITSM platforms.
• Experience supporting and troubleshooting Microsoft Windows 11 Enterprise, Microsoft 365 applications including Teams, Outlook, OneDrive, and SharePoint, as well as desktops, laptops, and printers in a corporate environment.
• Experience supporting mobile devices, including iOS and Android, in both MDM and BYOD enterprise environments.
• Experience with endpoint management technologies including Intune and Autopilot.
• Experience supporting Active Directory and Azure AD environments.
• Familiarity with enterprise security tools including CrowdStrike, Netskope, Defender, Mimecast, or similar technologies.
• General WAN/LAN/wireless networking knowledge including TCP/IP, DNS, DHCP, and VPN connectivity.
• Familiarity with VoIP phone systems.
• Experience supporting remote and hybrid workforce users.
• Familiarity with ticketing systems.
• Working knowledge of virtual environments and cloud platforms including Azure.
• Familiarity with Concordance, SAS, STATA, ACE, or similar research and analytical products is a plus.
• Strong interpersonal, analytical, and problem-solving skills with a customer service orientation.
• Excellent communication skills including verbal, written, and telephone etiquette.
• Able to comprehend and adhere to applicable data privacy practices and laws.
• Ability to communicate ideas in both technical and user-friendly language and translate technical issues into business impact.
• Able to prioritize and execute tasks in a high-pressure, fast-paced environment.
• Highly self-motivated and directed, with keen attention to detail and a strong sense of ownership and accountability.