Senior IT Support Engineer

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