Senior IT Support Engineer

Position Summary

This is a customer oriented support role centered on providing basic to advanced technical support toward end user desktop, laptop, mobile device, application and peripheral installation, configuration and issues. A tech savvy individual with willingness to interact with users live or through other digital communication methods to provide guidance, troubleshooting and issue resolution, and ability to deliver on tech requests, tasks, and projects are important aspects of this position.

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

• Provide onsite and remote assistance for technical requests, diagnose, troubleshoot and resolve issues, communicate progress, follow up and ensure completion of support tickets.
• Perform white‑glove support of executives in both corporate and residential settings.
• 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 support.

• Setup, test, deploy and maintain computer laptops, desktops, printers, mobile devices, office phones and conference room audio/video equipment.
• Assist with data center IT infrastructure components and systems.
• Assist with LAN and WLAN networking hardware.
• Assist with security appliances and hardware.

• Setup, test, deploy and maintain corporate standard computer software.
• Setup, test, deploy and maintain computer patch management solution.

• Experience in customer support interactions in person or remotely.
• Experience responding to new or open support tickets or from other communication methods such as: email, phone, texts, walk‑ins, chat tool or video call.
• Experience applying intermediate to advanced technical capabilities to diagnose and resolve issues.

• 5+ years of experience.
• Experience in small to medium‑scale environments (under 100 people) preferred.
• Boutique financial services, law firm, or family office experience preferred.
• Strong interpersonal skills.
• Bachelor's degree required; in information technology or related field preferred.
• Commitment to delivering timely and professional service to executives.
• Strong foundation in diverse platforms.
• Demonstrated ability to prioritize work and to complete projects on time.
• Experience in highly secure and confidential environments; commitment to maintaining discretion and confidentiality.
• Excellent communication skills, both verbal and written.
• Must be a service‑oriented, team‑player eager to respond to requests and assist colleagues at all levels.
• Demonstrated strong organizational skills and exercise attention to detail.
• Demonstrated ability to collaborate well with others or work independently as the situation warrants.
• Commitment to professional ethics and integrity.
• Punctuality and regular attendance in office.
• In order to build productive relationships across the organization and to ensure effective collaboration, this role requires in‑person presence in accordance with the organization’s hybrid schedule of working in the office three days per week.

Bachelor's Degree, Windows, MS Office, Mobile Devices, hardware, Macs, AV, VMware, networking

Bachelor's Degree, Windows, MS Office, Mobile Devices, hardware

Candidates must have excellent customer service and experience supporting executives.

Expert Level

This is a Permanent position based out of New York, NY.

The pay range for this position is $125000.00 - $130000.00/yr.

There are 3 weeks of PTO and the firm has an excellent matching 401k plan. The firm is also closed from Christmas Eve to New…