Sr. Support Engineer

Job Description: Sr. Support Engineer

Location: No Remote

Experience: 5+ Years

Reports to: Regional Head - West Coast

Work hours: 6:00 AM to 5:00 PM PT (Work in Shifts) [During training, timings will be from 8:00 AM to 5:00 PM. Post training, expectation is for the consultant to be flexible to a slightly earlier start. The expectation is 5 days a week, on-site.]

Summary: - You’ll be the frontline expert solving user issues, managing escalations, and ensuring high availability of workplace technology. This role ensures tickets are resolved e iciently and user experience remains exceptional. - Supporting C-level executives and VIPs. This role ensures reliable, discreet, and highly responsive service for time-sensitive or sensitive tech needs, in person and remote.

Reasonability: - Resolve IT tickets related to applications, devices, access, and infrastructure. - Provide proactive, high-discretion support for executives’ issues and requests. - Escalate complex issues to L3 or engineering teams as needed. - Document recurring fixes and contribute to the support knowledge base. - Analyze support trends to recommend automation or process improvements. - Provide incident response and root cause analysis when required. - Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up. - Perform remote and on-site support using e icient troubleshooting methods. - Test and deploy hardware/software for new setups, break-fix, and MAC tasks. - Deliver white-glove customer service across all support channels. - Proactively engage users to identify and resolve potential issues early. - Follow up to ensure user satisfaction and issue resolution. - Maintain and update internal and customer-facing documentation. - Track and log issues thoroughly in the service management system. - Identify recurring problems, propose solutions, and test new technologies. - Lead end-user technology projects including migrations, deployments, and new tool rollouts.

Requirements: - 5+ years in IT support, preferably in investment or financial environments - Strong understanding of Windows/MAC OS, hardware lifecycle and deployment, imaging, networking, AD, O365, Entra ID, AV conference rooms, MDM, Powershell, ticketing systems - Passion for improving user experience and supporting high standards - Reliable, hardworking, and moldable member of a team