Sr. Support Engineer

Jobvite, Inc.; San Jose (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

Jobvite, Inc. in San Jose is seeking a Sr. Support Engineer to be the frontline expert resolving user issues and maintaining high availability of workplace technology.

You will handle tickets, respond promptly, and support executives with discreet, responsive service on-site as well as remote when needed. The role requires 5+ years of IT support experience with strong Windows/Mac OS, AD, O365, Entra ID, imaging, networking, MDM, and PowerShell, focusing on user experience and knowledge-base

Qualifications

• 5+ years in IT support, preferably in finance environments.
• Strong understanding of Windows/Mac OS, imaging, networking, AD, O365, Entra ID, MDM, PowerShell.
• Experience with service management and ticketing systems; high UX focus.

Responsibilities

• 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 knowledge base.
• Analyze support trends to recommend automation or process improvements.
• Provide incident response and root cause analysis when required.
• Troubleshoot via service desk, email, Teams, phone, and walk-up.
• Perform remote and on-site support for new setups, break-fix, and MAC tasks.
• Deliver white-glove customer service across all support channels.
• Proactively engage users to identify and resolve issues early.
• Follow up to ensure user satisfaction and issue resolution.
• Maintain and update internal and customer-facing documentation.
• Track and log issues 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.

Skills

Windows OS

Mac OS

AD

O365

Entra ID

Imaging

Networking

MDM

PowerShell

Ticketing systems

Job description

Job Description: Sr. Support Engineer

Location: No Remote

Experience: 5+ Years

Reports to: Regional Head - West Coast

Work 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