Support Engineer

Analysis Group, Inc.; Los Angeles (CA); Hybrid; USD 70,000 - 85,000; Full time

Benefits offered by this job

Discretionary annual bonus

Job summary

Analysis Group is seeking a Support Engineer to join the Information Technology Service and Support team in a hybrid role. You will provide technical support for laptops, software applications, virtual machines, networks, phones, and conferencing, and manage ticket queues with strong customer service.

The ideal candidate has 2–5 years of experience, a Bachelor’s degree preferred, and familiarity with Windows 10/11, Microsoft 365, VMware, and VPN. Travel to other AG offices may be required.

Qualifications

• Bachelor’s degree preferred.
• 2-5 years of substantive relevant experience.
• Experience supporting Microsoft Windows 10/11, Microsoft 365 Office Apps.
• Experience supporting mobile devices, desktops, laptops, VMware, and printers in a corporate environment.

Responsibilities

• Provide desk-side and remote technical support for laptops, software, networks, and conferencing.
• Manage tickets with SLAs and escalate as needed.
• Create and maintain Knowledge Centered Service articles.
• Onboard and train users and support Office 365 apps and AD objects.
• Image, configure, and verify devices for deployment.
• Support security guidelines and participate in technology projects.

Skills

Customer service

Troubleshooting

Time management

Verbal and written communication

Team collaboration

Education

Bachelor’s degree

Tools

Windows 10/11

Microsoft 365

VMware

VPN

Job description

Overview

Analysis Group is one of the largest international economics consulting firms, with more than 1,500 professionals across 15 offices in North America, Europe, and Asia. Since 1981, we have provided expertise in economics, finance, health care analytics, and strategy to top law firms, Fortune Global 500 companies, and government agencies worldwide. Our internal experts, together with our network of affiliated experts from academia, industry, and government, offer our clients exceptional breadth and depth of expertise.

The Support Engineer will sit within the Information Technology Service and Support team which acts as the first point of contact for any technology need or issue. The Support Engineer will work within a fast-paced environment, where collaboration is expected to provide exceptional technical support and customer service for company supported devices, applications, and platforms.Essential Job Functions and Responsibilities:

• Deliver excellent customer service in person, by phone, and by email, including desk-side support for professionals at all levels of the organization.
• Provide technical support and troubleshooting for laptops, software applications, virtual machines, networks, phones, and audio/video and conferencing, using remote desktop tools as needed.
• Manage tickets according to defined expectations, including service level agreements, status updates, and resolution detail, and escalat[e] out-of-scope requests to internal teams following standard procedures.
• Create, update, and maintain knowledge base articles and documentation in line with Knowledge Centered Service methodology.
• Manage and support Office 365 applications including Outlook, Teams, SharePoint Online, and OneDrive.
• Onboard and train new and existing users.
• Support and maintain Active Directory objects such as users, security groups, and machines.
• Image, configure, and verify laptops and virtual machines to ensure they are ready for deployment.
• Follow and support the security team guidelines.
• Contribute to technology related projects.
• Provide after-hours support as needed.

Qualifications:

• Bachelor’s degree preferred.
• An ideal candidate will have 2-5 years of substantive relevant experience.
• Relevant technology certifications are a plus.
• Experience supporting and troubleshooting Microsoft Windows 10/11, Microsoft 365 Office Apps, required.
• Experience supporting mobile devices (including iOS and Android), desktops, laptops, VMware and printers in a corporate environment preferred.
• General knowledge of WAN/LAN/wireless networking, TCP/IP, DNS, DHCP preferred.
• Familiarity with VoIP phone systems (Cisco) preferred.
• Time-management skills and ability to establish reasonable and attainable deadlines.
• Experience supporting remote users through VPN or SASE preferred.
• An inclusive and growth-oriented mindset, strong interpersonal skills, and an ability to work across differences, and under pressure.
• Ability to prioritize tasks based on urgency and importance.
• Motivation to learn new skills and technologies.
• Understanding of Unix/Linux environment is beneficial.
• Strong verbal and written communication skills.
• Available to travel to other AG offices on occasion.
• To the extent permitted by applicable law, eligible candidates must be authorized to work in the United States, without sponsorship or restriction, now and in the future.

Physical Demands:

• Heavy lifting, including packages, and computer equipment.
• Engage in office work using a computer and telephone.

Analysis Group embraces equal opportunity. We are committed to building teams that bring a variety of backgrounds, perspectives, and skills, as we believe that a strong and inclusive workforce directly supports our goal of providing the highest-quality work. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other class protected under applicable federal, state, or local law, and we encourage candidates of all backgrounds to apply.

Analysis Group offers competitive compensation and a comprehensive benefits package. The estimated salary range for this position is $70,000–$85,000. Compensation offered will be based on a number of factors including work experience, education, and skill level. This role is eligible for a discretionary annual bonus that is determined in large part by individual performance. To learn more about our benefit offerings, clickhere.

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