PRI Technology · 5 months ago
Senior IT Support Engineer
New York, United States
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expPRI Technology 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 ensuring effective user support while working onsite in Manhattan.
Information Technology & Services
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 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, 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 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
Qualification
Required
8+ years of technical user support experience
Bachelor's degree required, preferably in information technology or related field
Strong interpersonal skills
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 confidentiality
Excellent communication skills, both verbal and written
Must be a service-oriented, team-player eager to respond to requests and assist colleagues at all levels
Demonstrated strong organizational skills and exercises attention to detail
Demonstrated ability to collaborate well with others or work independently as the situation warrants
Commitment to professional ethics and integrity
Punctuality and regular attendance in office
Experience delivering technical customer support interactions in-person and/or remotely
Experience responding to new or open support tickets received from various communication methods such as: email, phone, texts, walk-ins, chat tool and/or video call
Experience applying intermediate to advanced technical capabilities to diagnose and resolve issues
Experience supporting desktops, laptops, and accessories (monitors, docking stations, webcams, USB devices) running Windows
Experience supporting Mac desktops, Macbooks, and iOS devices
Experience supporting client printers and Canon copiers a plus
Experience supporting Android and iOS phones and tablets
Experience creating user accounts, user groups, assigning and maintaining resource permissions across Microsoft server applications, Windows-based server applications and stand-alone appliances, devices and systems
Experience administering and supporting Windows Server OS
Experience administering Active Directory and Microsoft Exchange at a basic or intermediate level
Experience administering and supporting Windows based File Servers and Print Servers
Experience managing telecom PBX platforms such as Avaya IP Office
Experience supporting remote access solutions such as VMware Horizon virtual desktops and Citrix VPX/VPN endpoints
Experience supporting Email Filtering Gateways such as Mimecast
Experience managing security endpoint portal such as Sophos
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 working with computer remote control solutions
Experience supporting corporate computer imaging solutions such as SmartDeploy
Experience managing door access control solutions
Experience performing Windows and Mac updates process for individual machines or using a patch management solution
Experience testing updates and patches before wider deployment to all computers
Experience configuring patch management solutions
Experience entering, editing and maintaining documentation or internal knowledge base solutions or structured and organized manual methods
Experience creating, drafting, updating and maintaining advanced technical checklists, processes, and user facing guides, manuals and how to's
Experience managing inventory with an asset management tool or Excel
Preferred
Experience in small to medium-scale environments (under 100 people) preferred
Boutique financial services, law firm, or family office experience preferred
Company
PRI Technology
IT Staffing Solutions - Experience the Difference Working With Professionals That Understand Your Information Technology Needs and the Importance of Managing Your Costs! PRI Technology, a division of Perennial Resources International, is a full service Information Technology staff augmentation and executive search firm comprised of high performing industry professionals focused on your success.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Joseph Kelly
Chief Financial Officer
Company data provided by crunchbase