Senior IT Support Engineer

NO H1S OR 3RD PARTIES.
   
   SENIOR IT SUPPORT ENGINEER
   
   New York, NY
   
   Position Description

Position Summary

This is a customer oriented support role centered on providing basic to advanced technical support for end user desktop, laptop, mobile device, application and peripheral installation, configuration and issues. Technologically proficient individual open to interact with users live or through other digital communication methods to provide guidance, troubleshooting and issue resolution. The Senior IT Support Engineer’s ability to deliver on and resolve technology requests, tasks, and projects is an important part of this position.

A good understanding and working experience managing and supporting IT infrastructure, systems, servers, networks, security, computers, mobile devices, technology products and software combined with problem solving abilities to diagnose and resolve issues are important criteria to succeed in this position.

Responsibilities

User Support

· Provide onsite and remote assistance for technical requests, diagnose, troubleshoot and resolve issues, communicate progress, follow up and ensure completion of support tickets.

· Monitor and track support requests in the helpdesk ticketing system, and document issues and their resolution.

· Train users on use of supported hardware, software and services within department and organizational guidelines and standards.

· Provide after-hours/on-call support as needed.

· Provide more in-depth troubleshooting for complex issues and administration for advanced technical requests that cannot be resolved through first-level or second-level support.

Hardware Support

· Set up, test, deploy and maintain computer laptops, desktops, printers, mobile devices, office phones and conference room audio/video equipment.

· Hands on experience with:
   
   o Data center IT infrastructure components and systems,
   
   o LAN and WLAN networking hardware, and
   
   o Security appliances and hardware.

Software Support

· Administer Microsoft Windows Server OS and Server based applications.

· Administer corporate based server side applications, SAAS / cloud administrator portals, network and storage appliances and systems.

· Set up, test, deploy and maintain corporate standard computer software.

· Set up, test, deploy and maintain computer patch management solution.

Maintenance

· Perform user hardware and software version upgrades, security patches, firmware updates, equipment refreshes / replacements and optimizations.

· Keep physical and virtual computer patterns and images up-to-date with latest security patches and software versions.

Documentation

· Create, follow, and maintain detailed documentation of IT processes, procedures and checklists, and update knowledge base to ensure optimal efficiency and consistency in operations and project delivery.

· Submit documentation of issues, troubleshooting steps taken and their resolution, and new practices in the internal knowledge base.

· Conduct user training, gather feedback, and update training guides as needed.

Inventory

· Enter new hardware equipment details, software, and services license information.

· Track changes, replacements, and repairs.

· Set up, test, deploy and maintain corporate asset management tool.

Additional Responsibilities

· Learn new technologies as required for tasks, projects and to administer department and organization functions.

· Handle potential security threats and events with a higher priority.

· Lead desktop support related projects such as operating systems migrations, software upgrades, patch management and hardware upgrades.

· Coordinate with external vendors for requests, tasks, projects and escalated issues.

· Research new technologies and tools to improve desktop support capabilities, efficiency, and security.

· Locate opportunities for areas that can be automated to improve team efficiency and user experience.

Qualifications

User Support

· Experience delivering technical customer support interactions in-person and / or remotely.

· Experience responding to new or open support tickets received from various communication methods such as: email, phone, texts, walk-ins, chat tool and/or video…