Enterprise Technology Desktop Support Senior Engineer

2 year experience in a user or customer facing role
2 years Experience in a tech support role
Strong knowledge of enterprise applications, tools and operating systems
Strong technical knowledge in providing 24/7 support
Experience in streamlining user device support functions
Working knowledge of IT and engineering technologies and operations
Strong analysis capabilities and skills in structured problem solving
Strong program and service delivery skills
Deep sense of urgency and ability to identify and achieve quick wins
Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity
Ability to work on site up to 5 days per week

Provide day to day IT Service Desk tier 1 and 2 support to end users
Own the on/off boarding of company employees which includes but not limited to provisioning equipment, workstation setup and identity access management solutions
Provide mentorship & supervisory leadership to junior technicians
Assist in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of laptops and local services
Lead with technical expertise and hands-on support of end user infrastructure (hardware, software/OS) including but not limited to Mac and PC laptops, AV equipment, and other office technical equipment
Provide outstanding executive support for senior/C-Level leadership
Coordinate with the Operations team to maintain a 24×7 systems operation with a rotating On-call schedule for production support issues
Work on internal IT projects and projects involving other stakeholders
Uncover, research and educate the team on the newest technologies
Manage hardware procurement and asset management
Creating and maintaining technical documentation
Manage AV systems during large company webinar events
Maintain and develop IT ticketing system and standards