Senior Support Engineer
About The Position
We are seeking a highly skilled Senior Engineer to provide end user and senior executive support. The ideal candidate will have extensive experience supporting high-volume environments through daily operational needs, meeting support, and new technology deployments. The Sr. Engineer will be supporting multiple offices in LA, including C-Suite and senior executive sites. This role requires a consummate professional who can prioritize tasks effectively, demonstrate and execute with urgency, work collaboratively within a team, and positively motivate those around them to do the same. The ability to explain technical concepts in non-technical terms to users at an executive level is essential, as is defining trends and taking proactive steps to resolve or escalate expediently for resolution.
Requirements
- College diploma or university degree, preferably in Computer Science and/or 4+ years of equivalent work experience
- Experience with Microsoft Windows and associated hardware
- Experience with macOS, iOS and Apple hardware
- Detailed knowledge of Microsoft Office Products and client applications
- Experience supporting iPhone/iPad devices with Mobile Device Management (Microsoft Intune etc.)
- Hands-on hardware and software troubleshooting experience
- Strong written and verbal communication and interpersonal skills
- Able to present technical ideas in professional and user-friendly language
- Able to effectively prioritize tasks in a high-pressure environment
- Strong customer service orientation and mindset
- Able to lift and transport moderately heavy objects/equipment, such as computers and peripherals
Nice To Haves
- Experience with Cloud storage and collaboration applications (Google Workspace, Box, etc.) a plus
- Experience supporting Single Sign-On platforms and Two-Factor Authentication
- Experience with ServiceNow and/or another ticketing system
- Experience with Web Meetings and UCaaS (Zoom, Hangouts Meet, Microsoft Teams, etc.) a plus.
- Experience with Windows Intune and JAMF MDM for macOS management
- Certifications preferred: Q-SYS Video 101 Training, Q-SYS Control 101 Training, Q-SYS Design Level 1 Certification
- A+ and/or Network+ industry certification
- Microsoft Certification
- Okta Certification
- Apple Certification - ACMT or ACHC a plus
Responsibilities
- Provide expert IT support to end users, including senior executives, ensuring their technology needs are met promptly and efficiently
- Provide moderating and QA for executive meetings as needed
- Support the AV footprint, including troubleshooting/managing various meeting platforms and room improvements as needed
- Troubleshoot and resolve issues related to Windows and Mac hardware and operating systems
- Maintain a high level of professionalism and discretion when handling sensitive information
- Collaborate with other IT teams to ensure seamless IT operations
- Communicate technical concepts clearly and concisely to non-technical end users
- Demonstrate ability to execute projects and contribute positively to an organization
- Provide hands-on support for the Desktop Technology environment
- Participate in monitoring for and executing key process improvements
- Participate in moves, adds, and changes as they relate to the technology environment
- Occasional travel and occasional on-call escalation support
- Judge situational feedback (user frustration, systems urgency, etc.) and adjust approach accordingly
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
