Support Engineer, IT

Responsibilities

• Deliver best-in-class IT support to Houlihan Lokey colleagues, providing a consistent, high-quality, customer-focused experience with a strong local office presence and global alignment.
• Provide responsive support for incidents and service requests across hardware, software, and user access, both in person and remotely, minimizing disruption and improving productivity.
• Play an active role in Incident and Problem Management by identifying recurring issues, trends, and service impacts to help reduce repeat incidents and improve overall stability.
• Collaborate with Service Delivery and Engineering teams to perform root cause analysis (RCA), contribute to post-incident reviews, and support the delivery of long-term fixes and preventive solutions.
• Proactively monitor incident patterns and user feedback to identify systemic issues, maintain knowledge articles and known error records, and drive continuous service improvement.
• Build trusted relationships through professional, white-glove service by taking full ownership of issues and communicating clearly and empathetically throughout the resolution process.
• Install, configure, and support end-user hardware and peripherals, including laptops, workstations, mobile devices, printers, monitors, docking stations, and other accessories.
• Support core enterprise applications and platforms, including Windows OS, Microsoft 365, Exchange Online, Teams, AVD, VPN (Netskope), Adobe products, and firm-specific applications.
• Troubleshoot and resolve connectivity, remote access, and virtual environment issues, supporting users across office, remote, and mobile work environments.
• Perform basic Audio-Visual (AV) support for meetings, conferences, and client engagements, ensuring a seamless and professional experience.
• Support office operations, projects, and vendor collaboration, including user moves, office changes, and contributions to ongoing improvements within the technology environment.

Qualifications

• Bachelor's degree (B.A./B.S.) from a four-year college or university in a related discipline; plus six or more years directly related work experience and/or training; or an equivalent combination of education and experience.
• A thorough understanding and hands-on knowledge of hardware and software installation and problem resolution.
• Ability to carry out duties with a minimum of direction and supervision and be able to perform each essential task satisfactorily.
• Strong communications skills.