Senior IT Support Engineer

Location: New York

Position Summary
This is a customer oriented support role centered on providing basic to advanced technical support towards 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.
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.
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.
Hardware 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.
Software Support
Setup, test, deploy and maintain corporate standard computer software.
Setup, 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
Follow IT departmental documentation, processes, and checklists.
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.
Create 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.
Inventory
Enter new hardware equipment details, software, and services license info.
Track changes, replacements, and repairs.
Setup, test, deploy and maintain corporate asset management tool.
Ad Hoc
Learn new technologies as required for tasks, projects and to administer department and business 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 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.
Hardware Support
Experience supporting desktops, laptops, and accessories (monitors, docking stations, webcams, USB devices) running Windows.
Experience supporting Mac desktops, Macbooks, and iOS devices.
Experience supporting HP printers. Canon copiers a plus.
Experience supporting Android and iOS phones and tablets.
A plus to have experience assisting with data center IT infrastructure and components such as: network equipment, security appliances, server hardware, storage appliances or arrays, UPS, PDUs, environmental monitoring devices.
Software Support
Experience supporting Windows 10/11 and Mac operating systems.
Experience supporting some or all of current corporate standard software:
Microsoft Office, Microsoft 365, Zoom, Adobe Acrobat, Edge/Chrome/Firefox Web Browsers, Endpoint agents.
Experience managing telecom PBX platforms such as Avaya IP Office.
Experience working with computer remote control solutions.
Experience managing door access control solution.
Experience supporting corporate computer imaging solutions such as Smart Deploy.
Experience supporting remote access solutions such as VMware Horizon virtual desktops and Citrix…