Perennial Resources International ยท 5 months ago
Senior IT Support Engineer
New York
Full-time
Hybrid
Senior LevelPerennial Resources International is seeking a Senior IT Support Engineer to provide technical support for end-user devices and applications. The role involves troubleshooting, maintaining IT infrastructure, and supporting users through various communication methods while ensuring optimal efficiency in operations.
ConsultingInformation Technology
No H1B
Responsibilities
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
Set up, test, deploy and maintain computerlaptops, desktops, printers, mobile devices, office phones and conference room audio/video equipment
Hands on experience with: Data center IT infrastructure components and systems, LAN and WLAN networking hardware, and Security appliances and hardware
Administer Microsoft Windows Server OS and Server based applications
Administer corporate based server side applications, SAAS / cloud administrator portals, network and storage appliances and systems
Set up, test, deploy and maintain corporate standard computer software
Set up, test, deploy and maintaincomputer patch management solution
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
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
Enter new hardware equipment details, software, and services license information
Track changes, replacements, and repairs
Set up, test, deploy and maintain corporate asset management tool
Learn new technologies as required for tasks, projects and to administer department andorganization 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
Qualification
Required
Customer oriented support role centered on providing basic to advanced technical support for end user desktop, laptop, mobile device, application and peripheral installation, configuration and issues
Technologically proficient individual open to interact with users live or through other digital communication methods to provide guidance, troubleshooting and issue resolution
Good understanding and working experience managing and supporting IT infrastructure, systems, servers, networks, security, computers, mobile devices, technology products and software
Problem solving abilities to diagnose and resolve issues
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
Set up, test, deploy and maintain computer laptops, desktops, printers, mobile devices, office phones and conference room audio/video equipment
Hands on experience with data center IT infrastructure components and systems
Hands on experience with LAN and WLAN networking hardware
Hands on experience with security appliances and hardware
Administer Microsoft Windows Server OS and Server based applications
Administer corporate based server side applications, SAAS / cloud administrator portals, network and storage appliances and systems
Set up, test, deploy and maintain corporate standard computer software
Set up, test, deploy and maintain computer patch management solution
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
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
Enter new hardware equipment details, software, and services license information
Track changes, replacements, and repairs
Set up, test, deploy and maintain corporate asset management tool
Learn new technologies as required for tasks, projects and to administer department and organization 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
Company
Perennial Resources International
Perennial Resources International is a full-service search and staffing firm.
Founded in 2002
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Joseph Kelly
Partner
Stephen C. Brown
Owner-Managing Partner
Company data provided by crunchbase