Senior Support Engineer

Practice/Department: Managed Services

Position Title: Senior Support Engineer

Position Location: On-Site, Manhattan - New York

Schedule: 8 hrs. Monday - Friday with rotating on-call (after hours/weekends)

Reports to: Manager or Director

Job Summary:

The Senior Support Engineer is responsible for maintaining and supporting the IT systems and infrastructure that keep daily business operations running smoothly. Using strong system administration and cloud technology skills, this role helps ensure that the company's technology is reliable, secure, and able to meet changing business needs. The Senior Support Engineer also works with employees, IT teams, and vendors to improve existing systems and support the company's continued growth.

Essential Functions:

• Provide technical support for hardware, software, system access, and other complex IT issues.
• Install, configure, maintain, and troubleshoot computers, servers, mobile devices, printers, and related equipment.
• Support Windows, Active Directory, Group Policy, Microsoft 365, Exchange, and other cloud and on-premises systems.
• Manage user accounts, permissions, email, and application access, including employee onboarding and offboarding.
• Support virtual desktops and remote-access systems for employees working in and outside the office.
• Monitor critical systems, resolve escalated issues, and take steps to prevent service interruptions.
• Deploy software, system updates, security patches, and hardware upgrades.
• Assist with system restoration, disaster recovery testing, security incidents, audits, and vulnerability remediation.
• Use PowerShell and other tools to automate routine IT tasks and improve efficiency.
• Evaluate new technology and recommend practical solutions based on business needs, security, reliability, and cost.
• Maintain technical documentation and work with vendors to resolve support issues.
• Guide junior IT staff and serve as an escalation point for complex problems.
• Participate in IT projects, system upgrades, equipment deployments, and office moves.
• Follow established IT and security procedures and clearly communicate technical information to employees and management.
• Perform after-hours maintenance and provide emergency support when needed.

Required Skills and Qualifications

• Strong communication, customer service, and interpersonal skills.
• Good judgment and a professional, ethical approach.
• Strong organizational, time-management, and problem-solving skills.
• Ability to prioritize tasks, meet deadlines, and work effectively under pressure.
• Strong knowledge of Windows server administration, virtualization, networking, PowerShell, and cloud technologies.
• Understanding of cybersecurity, access controls, vulnerability management, and security compliance.
• Experience with scripting, automation tools, and version-control systems.
• Proficiency with Microsoft Office and related business applications.

Education and Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Equivalent professional experience will be considered.
• Proven experience supporting and maintaining business IT systems and infrastructure.
• Previous work experience with a law firm is preferred.