IT Support Engineer Information Services

Job Description

IT Operations is the frontline connection between IT@IFS and our global user community. Delivering local and remote support that ensures our colleagues have seamless access to the technology and systems they need to work efficiently. By providing responsive, high-quality support and continuously improving IT services, we enable teams to focus on delivering value without technical disruptions.

This mid-level role is crafted for experienced IT professionals who excel in delivering high-quality technical support directly to end users across varied environments. As an IT Support Engineer, you are not only a frontline troubleshooter but also a strategic contributor to the broader support framework. You act as a critical escalation point for complex technical issues that go beyond first-line resolution, applying deep diagnostic expertise and a methodical approach to problem-solving.

Your responsibilities span across maintaining and enhancing the performance of end-user systems and managing device configurations.

In this capacity, you operate with a high degree of autonomy, often leading initiatives that improve service delivery and user satisfaction. You are expected to identify optimizations and inefficiencies, implement system optimizations, and contribute to continual service improvement efforts. Collaboration is key, as you work closely with cross-functional and cross-regional teams to uphold service excellence, share best practices, and align support strategies with organizational goals.

Your role also involves mentoring junior support staff, shaping technical documentation, and participating in the rollout of new technologies and tools that enhance the end-user experience.

Ultimately, this position demands a balance of hands-on technical proficiency, strategic thinking, and a user-centric mindset. You are a trusted technical advisor within the support ecosystem, driving operational resilience and ensuring that users across the enterprise experience seamless, secure, and responsive IT services.

Deliver Advanced Multi-Platform Support

• Provide expert-level technical assistance across Windows, macOS, and mobile platforms.
• Ensure seamless user experiences by resolving complex device, application, and connectivity issues both onsite and remotely.
• Take ownership of persistent or high-impact technical problems, applying deep diagnostic expertise.
• Collaborate with infrastructure and application teams to escalate and resolve issues efficiently.

Support & Optimize Office IT Infrastructure

• Maintain and enhance video conferencing systems, network connectivity, and shared office technologies.
• Ensure meeting spaces and collaboration tools are reliable, user-friendly, and aligned with hybrid work needs.

Represent IT in Cross-Functional Projects

• Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions.
• Provide input on planning, implementation, and post-deployment support.

Maintain Documentation & Knowledge Sharing

• Create and refine internal documentation, SOPs, and troubleshooting guides.
• Contribute to team knowledge bases and mentor peers through structured learning and informal coaching.
• Onsite in Houston office with additional travel occasionally to regional offices to deliver hands-on support, assist with deployments, and build relationships with local teams.
• Ensure consistent service standards across locations.

Education

• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).

Certifications

Experience Requirements

• Strong professional IT support experience, including remote and onsite roles.
• Advanced proficiency in Windows, macOS, and mobile platforms.
• Strong experience with MDM tools (Jamf Pro, Intune).
• Familiarity with ITIL service management and compliance practices.
• Experience supporting a global customer base and collaborating across time zones.
• Demonstrated professionalism, service mindset, and interpersonal skills.

What We’re Offering

• Salary Range: $45,000 to $65,000 annually + bonus
• Flexible paid time off, including sick and holiday
• 401K with Company contribution
• Flexible spending accounts
• Life…