Senior Support Engineer
| Company | IntelyCare |
|---|---|
| Location | Quincy, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Advanced knowledge in Microsoft Windows, Mac OS, Azure AD, and Microsoft O365.
- Strong knowledge in supporting collaboration applications such as Slack, Microsoft Teams, Microsoft SharePoint, and Zoom.
- Excellent communication and interpersonal skills, including the ability to build strong working relationships with end users of diverse personalities and professional backgrounds.
- Strong customer service focus including white-glove services.
- Strong analytical and problem-solving skills.
- Ability to work independently, self-motivate and manage multiple conflicting priorities simultaneously.
- Strong hardware, software, and OS troubleshooting skills.
- Detail-oriented, strong document skills, and can think outside of the box.
- Resourceful and ability to research hardware and software issues in a thorough manner.
- The ability and desire to keep abreast of new technologies.
- Good project management skills.
- Knowledgeable in device management products such as Microsoft Intune and jamf.
- Basic network technology knowledge (switches, routers, and wireless).
- Bachelor’s degree in information systems, computer science, or equivalent relevant professional experience.
Responsibilities
- Work with managed services and serve as the highest level of escalation for technical support and incident management functions.
- Perform pro-active planning and provide recommendations on areas of improvement.
- Run and support Corporate IT projects.
- Maintain operating environment for both Windows and Mac OS.
- Maintain, and troubleshoot all standard productivity software (Microsoft O365 / Office Suite, Microsoft SharePoint, Slack, Microsoft Teams, Zoom, etc.).
- Diagnose, troubleshoot, and repair computing hardware, peripherals, and office printers.
- Maintain and troubleshoot collaboration and A/V equipment and applications such as Zoom, Slack, and Microsoft Teams.
- Monitor support tickets to ensure they are being completed in a timely manner.
- Participate in troubleshoot security-related issues.
- Ensure Windows and Mac laptops are being patched according to schedule, virus definitions are up-to-date, and work with managed services to perform remediation’s when necessary.
- Maintain and keep documentations for the environment up to date.
- Assist with network device troubleshooting and configurations.
- Provide technical trainings for end users.
Preferred Qualifications
- Ability and desire to keep abreast of new technologies.
- Good project management skills.