Senior It Support Engineer

Description Our client is looking for a mature, independent and polished IT support engineer to help their investment management operation. The Information Technology department supports their Foundation, Center on Healthcare LLC, Solutions Fund, Management Services LLC, and related entities.

Position Summary This is a customer oriented support role centered on providing basic to advanced technical support for end user desktop, laptop, mobile device, applications, Active Directory, Azure, SharePoint, Exchange, MS Office 365, Audio Visual equipment, local servers, peripheral installation, configuration issues. The IT Support Engineer’s ability to deliver on and resolve technology requests, tasks, and projects is an important part of this position.

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.
• Working in collaboration with other operations groups to ensure that users are onboarded and offboarded efficiently.
• Check user workstations to ensure cabling and connections remain in place for docking stations.
• Guide remote employees on improving home office connectivity and managing bandwidth issues for critical tasks like video conferencing.
• Work with visiting staff to ensure they are able to successfully log in and use office technology.
• Set up, test, deploy and maintain computer laptops, desktops, printers, mobile devices, office phones and conference room audio/video equipment for meetings and events.
• 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.
• Coordinate with Facilities and Office Services staff to ensure office technology is working and maintained (e.g. cable, copier trouble shooting and maintenance, issuing, and IDF room maintenance) and other office technologies as needed.
• Provision and track building security  issuance.
• Manage electric shut downs powering down network and restarting work stations once work is complete.
• 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.

Requirements
• 8+ years of technical user support 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, preferably in information technology or related field.
• Commitment to delivering timely and professional service to executives.
• Strong foundational knowledge in diverse technical platforms.
• Demonstrated ability to prioritize work and to complete projects on time.
• Experience in highly secure and confidential environments; commitment to maintaining discretion and…