Technical Support Engineer

The Support Engineer plays a critical role in delivering Tier two and three level support and mentoring junior staff within a nationally distributed financial services organization. This role serves as the escalation point for complex technical issues and contributes to strategic initiatives that improve support operations, user experience, and technology adoption. The ideal candidate is a seasoned IT professional with strong technical acumen, leadership capabilities, and a passion for service excellence.
** Responsibilities:
** Lead projects to improve device provisioning, support processes, and end-user experience, with focus on automation and self-service enablement.

Refresh and expand the internal knowledge base, incorporating AI-powered search and self-service capabilities. Maintain and refresh internal knowledge base articles, troubleshooting guides, and citizen developer quick-start documentation.
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* Minimum Qualifications:

** 3+ years of IT support experience with demonstrated success resolving complex technical issues.

Strong proficiency with macOS, Windows, and mobile device environments.

Experience in financial services or other regulated industries preferred. Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). Proficiency in Microsoft 365, Teams, Adobe Acrobat, Azure AD/Entra, and endpoint management tools.

Experience with ticketing systems (e.g., Fresh Service) and the ability to manage concurrent priorities.

Familiarity with network protocols, endpoint security, and remote support tools. Excellent communication and documentation skills for non-technical audiences.
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* Preferred Qualifications:

** Experience implementing AI-powered support tools and automation strategies. Familiarity with Salesforce, Workday, SharePoint, and other enterprise platforms. Ability to lead small technical projects and mentor junior staff.
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