Confidential · 7 hours ago
Senior Information Technology Support Engineer
NYC Metro Area
Full-time
Onsite
Senior Level
$80K/yr - $90K/yrConfidential is seeking a Senior Information Technology Support Engineer who will provide high-level technical support and customer service. The role involves building and supporting technology solutions to meet client needs, acting as an escalation point for service requests, and ensuring effective communication with customers regarding incident progress and service requests.
Marketing & Advertising
Responsibilities
Building and supporting solutions that leverage technology to meet a client’s business needs
Acting as an escalation point responding to L2 ticketing requests
You will act as a point of contact to the customer for all types of service requests
Ability to diagnose and correct hardware and software configuration problems
Ability to work flexible hours
Ability to multi-task
Strong attention to details
Ability to plan and prioritize workload without supervision and ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
Builds reports and maintains relationships with clients by continuing with clear communication and prompt follow through on ticketing
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Escalate service requests that cannot be scheduled within agreed service levels
Maintain asset inventory (receipt, storage, tracking, and decommissioning) and network, systems, and organizational documentation
Experience in first and second level help desk/desktop support
Triage user requests and requirements and recommend effective technological solutions
Provide support for conferencing systems: Teams, Zoom. Setup video conferences and presentations
Deskside support for Zoom soft phone, network printers, and workstation peripherals
Documentation on time and accurately; Daily reporting post on-site, SOPs, tickets, time entries, expanse entries, and weekly timesheets
Qualification
Required
Proven experience with technology
Outstanding personal communication skills
Positive and 'can do' personality
Customer service as key for this position
Ability to diagnose and correct hardware and software configuration problems
Ability to work flexible hours
Ability to multi-task
Strong attention to details
Ability to plan and prioritize workload without supervision
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
Builds reports and maintains relationships with clients by continuing with clear communication and prompt follow through on ticketing
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Escalate service requests that cannot be scheduled within agreed service levels
Windows Operating systems (Windows 10 and 11) and MacOS
DNS, DHCP, and General Networking Troubleshooting
Microsoft Intune
Jamf
Office 365
Azure Virtual Desktop
MS Intune/Mobile Device Management (MDM)
LAN/WAN/Wireless
Remote desktop services
Network Printers and Scanners
Technical documentation
Laptop/Desktop setup and deployments
Maintain asset inventory (receipt, storage, tracking, and decommissioning) and network, systems, and organizational documentation
Experience in first and second level help desk/desktop support
Triage user requests and requirements and recommend effective technological solutions
Provide support for conferencing systems: Teams, Zoom
Setup video conferences and presentations
Deskside support for Zoom soft phone, network printers, and workstation peripherals
Documentation on time and accurately; Daily reporting post on-site, SOPs, tickets, time entries, expanse entries, and weekly timesheets
Bachelor's degree in IT, Computer Science, or related field
High School Diploma or Associate's degree in IT or equivalent work experience
Excellent Customer Service
Problem Solving Skills
Critical thinking
Excellent verbal and written communication
Proficiency with all Windows Operating systems
Proficiency with Windows Server environments, Active Directory, Group Policy, Office 365
Proficiency with the Azure Platform, Azure Virtual Desktop, Office 365, and M365
Proficiency with LAN/WAN - Switches, Routers, Access Points, and Firewalls (Fortinet experience a plus)
Experience with backup solutions
Video conferencing and audio/video equipment
Technical documentation
Preferred
Connect Wise and IT Glue knowledge is a plus
Microsoft Certifications and/or any other IT related certifications are a plus
Productivity Tools: Experience with Microsoft M365 Suite (BP, E3, E5), Microsoft Teams, Microsoft Co-Pilot, Slack, DocuSign, and Adobe Pro
Business Applications: Knowledge of Microsoft Dynamics or Oracle NetSuite, Portfolio Management Systems, Rippling HR Software, and Snowflake is a plus
Cybersecurity: Expertise in Microsoft Entra-ID, Microsoft Authenticator, Microsoft Intune, Microsoft Purview, Microsoft Sentinel (SIEM), JAMF, CrowdStrike, Proofpoint, 1Password, Zscaler, Axonius, 24x7 SOC with SIEM, MAM, Microsoft 365 Suite Backup, and Cyber CNS
Systems Management: Proficiency in ConnectWise RMM, HaloITSM, and IT Glue Documentation
Professional IT Service Desk and experience with Level 2 and 3 proficiency
Company
Confidential
This page is owned and operated by JAF HOLDINGS INC. All rights reserved 2025. jafholdingsinc.com
Silicon Valley, California US, US
51-200 employeesFunding
Current Stage
Growth StageLeadership Team
Roshan Syed
Global Talent Partner
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