Senior Information Technology Support Engineer

Confidential; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading IT service provider in New York is seeking a Level 2/3 Technical Engineer. You will provide high-level customer service and technical support, focusing on building technology solutions and managing service requests. The ideal candidate has a Bachelor's degree in IT or Computer Science and experience in help desk/desktop support. Proficiency with Windows operating systems, Microsoft tools, and strong problem-solving skills are essential to excel in this role.

Qualifications

• Must have experience in diagnosing and correcting hardware and software problems.
• Ability to work in a team and communicate effectively.
• Experience in first and second level help desk/desktop support.

Responsibilities

• Building and supporting technology solutions for clients.
• Acting as an escalation point for L2 ticketing requests.
• Communicating incident progress to customers.

Skills

Problem Solving Skills

Excellent verbal and written communication

Critical thinking

Ability to multi-task

Strong attention to details

Education

Bachelor’s degree in IT, Computer Science, or related field

High School Diploma or Associate’s degree in IT or equivalent work experience

Tools

Microsoft M365 Suite

Jamf

ConnectWise

Teams

Zoom

Microsoft Purview

CrowdStrike

Zscaler

Job description

The Level 2/3 Technical Engineer role requires both proven experience with technology and outstanding personal communication skills. A positive and "can do" personality, with customer service as key for this position as we provide our clients with extreme white glove service.

Key Tasks

• Building and supporting solutions that leverage technology to meet a client’s business needs
• Acting as an escalation point responding to L2 ticketing requests.
• You will act as a point of contact to the customer for all types of service requests

General Requirements

• Ability to diagnose and correct hardware and software configuration problems.
• Ability to work flexible hours.
• Ability to multi-task.
• Strong attention to details.
• Ability to plan and prioritize workload without supervision and ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.

Communications / Reports

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Builds reports and maintains relationships with clients by continuing with clear communication and prompt follow through on ticketing.
• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Escalate service requests that cannot be scheduled within agreed service levels.

Technical Requirements

• Windows Operating systems (Windows 10 and 11) and MacOS.
• DNS, DHCP, and General Networking Troubleshooting
• Jamf
• Office 365
• LAN/WAN/Wireless
• Network Printers and Scanners.
• Connect Wise and IT Glue knowledge is a plus.
• Video conferencing and audio/video equipment.
• Technical documentation
• Laptop/Desktop setup and deployments
• Maintain asset inventory (receipt, storage, tracking, and decommissioning) and network, systems, and organizational documentation.
• Experience in first and second level help desk/desktop support
• Triage user requests and requirements and recommend effective technological solutions.
• Provide support for conferencing systems: Teams, Zoom. Setup video conferences and presentations
• Deskside support for Zoom soft phone, network printers, and workstation peripherals.
• Documentation on time and accurately; Daily reporting post on-site, SOPs, tickets, time entries, expanse entries, and weekly timesheets

Bachelor’s degree in IT, Computer Science, or related field.

High School Diploma or Associate’s degree in IT or equivalent work experience.

Microsoft Certifications and/or any other IT related certifications are a plus.

• Productivity Tools: Experience with Microsoft M365 Suite (BP, E3, E5), Microsoft Teams, Microsoft Co-Pilot, Slack, DocuSign, and Adobe Pro.
• Business Applications: Knowledge of Microsoft Dynamics or Oracle NetSuite, Portfolio Management Systems, Rippling HR Software, and Snowflake is a plus.
• Cybersecurity: Expertise in Microsoft Entra-ID, Microsoft Authenticator, Microsoft Intune, Microsoft Purview, Microsoft Sentinel (SIEM), JAMF, CrowdStrike, Proofpoint, 1Password, Zscaler, Axonius, 24x7 SOC with SIEM, MAM, Microsoft 365 Suite Backup, and Cyber CNS.
• Systems Management: Proficiency in ConnectWise RMM, HaloITSM, and IT Glue Documentation.
• Professional IT Service Desk and experience with Level 2 and 3 proficiency
• Problem Solving Skills
• Critical thinking
• Excellent verbal and written communication
• Proficiency with all Windows Operating systems
• Proficiency with Windows Server environments, Active Directory, Group Policy, Office 365
• Proficiency with the Azure Platform, Azure Virtual Desktop, Office 365, and M365.
• Proficiency with LAN/WAN - Switches, Routers, Access Points, and Firewalls (Fortinet experience a plus)
• Experience with backup solutions
• Video conferencing and audio/video equipment