Technical Support Engineer

Engineer, Tech Support

Job Profile Summary:

The role is responsible for ensuring the smooth running and stability of various systems across the business spanning front and back offices. This will include monitoring critical systems, anticipating and resolving issues as they arise and thinking of ways of reducing common problems. The Tech Support team is an initial point of contact for troubleshooting all IT-related issues remotely and in person. Excellent written and verbal communication skills are paramount, with 3-5 years of experience in a technical role required.

Core Responsibilities:

• Provide first and second-level technical support for end-user issues related to hardware, software, and local network.
• Troubleshoot problems with desktop computing equipment, Windows operating systems, Microsoft Office Suite, and finance and market-data applications.
• Manage hardware and software installations, configurations, and updates via SCCM, Intune, iGel and JAMF.
• Efficiently respond to help desk tickets and inquiries via Slack, email, phone, or in-person/remotely.
• Document technical issues and resolutions using Confluence, JIRA and Service Now.
• Conduct user account management, including setups, changes, and password resets within Active Directory.
• Collaborate with remote third line teams to solve complex issues and support IT infrastructure.
• Train end-users and junior engineers on technologies and self-service troubleshooting practices.
• Conduct new hire orientations, as well as collecting and managing leaver assets.
• Maintain up-to-date inventory of IT assets and maintain in office storage facility.
• Enforce security protocols and contribute to the implementation of IT security measures.

Skills & Qualifications:

• College degree or equivalent experience in a related field.
• Proficient in Windows desktop environments: server environments and PowerShell scripting a plus.
• Knowledge of network troubleshooting, virtualization technologies, and endpoint security.
• Familiar with cloud services like Microsoft Azure, Office 365 and Citrix.
• Proficiency in MFA and MDM management.
• Certifications such as CompTIA A+, Network+, or MCP are beneficial.
• Exceptional communication skills and the ability to educate junior engineers.
• Capable of working on multiple projects simultaneously with minimal supervision.
• Experience with white glove service for C-Level staff and VIP’s
• Previous experience in financial services is a plus

Soft Skills:

• Strong leadership and mentoring capabilities.
• Excellent multitasking and time management.
• Proactive and self-directed work ethic.
• Adaptability and commitment to quality.

Additional Information:

• This role reports to the Tech Support Manager based in Boston.
• Occasional opportunities to visit remote offices; no regular travel required.
• This is an in-office position