PRI Technology is hiring: Senior IT Support Engineer in New York

Overview

Senior IT Support Engineer role at PRI Technology. This role is onsite 3 days per week in Manhattan. No H1S or 3rd parties.

Position Summary

This is a customer oriented support role centered on providing basic to advanced technical support for end user desktop, laptop, mobile device, application and peripheral installation, configuration and issues. Technologically proficient individual open to interact with users live or through other digital communication methods to provide guidance, troubleshooting and issue resolution. The Senior IT Support Engineer\'s ability to deliver on and resolve technology requests, tasks, and projects is an important part of this position. A good understanding and working experience managing and supporting IT infrastructure, systems, servers, networks, security, computers, mobile devices, technology products and software combined with problem solving abilities to diagnose and resolve issues are important criteria to succeed in this position.

Responsibilities

• User Support: Provide onsite and remote assistance for technical requests, diagnose, troubleshoot and resolve issues, communicate progress, follow up and ensure completion of support tickets.
• Monitor and track support requests in the helpdesk ticketing system, and document issues and their resolution.
• Train users on use of supported hardware, software and services within department and organizational guidelines and standards.
• Provide after-hours/on-call support as needed.
• Provide more in-depth troubleshooting for complex issues and administration for advanced technical requests that cannot be resolved through first-level or second-level support.

• Hardware Support: Set up, test, deploy and maintain computer laptops, desktops, printers, mobile devices, office phones and conference room audio/video equipment. Hands on experience with data center IT infrastructure components and systems, LAN and WLAN networking hardware, and security appliances and hardware.

• Software Support: Administer Microsoft Windows Server OS and server-based applications; administer corporate server side applications, SAAS/cloud portals, network and storage appliances and systems; set up, test, deploy and maintain corporate standard computer software; set up, test, deploy and maintain computer patch management solution.

• Maintenance: Perform user hardware and software version upgrades, security patches, firmware updates, equipment refreshes/replacements and optimizations; keep physical and virtual computer patterns and images up-to-date with latest security patches and software versions.

• Documentation: Create, follow, and maintain detailed documentation of IT processes, procedures and checklists; update knowledge base; submit documentation of issues, troubleshooting steps and resolutions; conduct user training and update training guides as needed.

• Inventory: Enter new hardware equipment details, software and services license information; track changes, replacements and repairs; set up, test, deploy and maintain corporate asset management tool.

Additional Responsibilities

• Learn new technologies as required for tasks, projects and to administer department and organization functions.
• Handle potential security threats and events with a higher priority.
• Lead desktop support related projects such as OS migrations, software upgrades, patch management and hardware upgrades.
• Coordinate with external vendors for requests, tasks, projects and escalated issues.
• Research new technologies and tools to improve desktop support capabilities, efficiency, and security.
• Identify opportunities for automation to improve team efficiency and user experience.

Qualifications

• Experience delivering technical customer support interactions in-person and/or remotely.
• Experience responding to support tickets via multiple channels (email, phone, texts, walk-ins, chat, video).
• Experience applying intermediate to advanced technical capabilities to diagnose and resolve issues.

• Hardware: Experience supporting desktops, laptops, monitors, docking stations, webcams, USB devices; Windows; Mac desktops/laptops/iOS; printers/copiers; Android/iOS devices. Experience with data center IT infrastructure and components is a plus.

• Software: Experience managing user accounts, groups, permissions across Microsoft server apps; Windows Server OS; Active Directory; Exchange; File/Print servers; telecom PBX (e.g., Avaya IP Office); remote access solutions (VMware Horizon, Citrix VPX/VPN); email filtering gateways (Mimecast); security endpoint portals (Sophos); Windows 10/11 and macOS; standard software (Microsoft 365, Office, Zoom, Adobe Acrobat, browsers); imaging solutions (SmartDeploy); door access control solutions.

• Maintenance: Experience applying patches, testing updates, configuring patch management solutions.

• Documentation: Experience maintaining documentation and knowledge bases; creating advanced technical checklists and user guides.

• Inventory: Experience managing inventory with asset management tools or Excel.

Requirements

• 8+ years of technical user support experience.
• Experience in small to medium-scale environments (under 100 people) preferred.
• Boutique financial services, law firm, or family office experience preferred.
• Strong interpersonal skills and communication skills, both verbal and written.
• Bachelor\'s degree required, preferably in information technology or related field.
• Commitment to delivering timely and professional service to executives; ability to work in highly secure and confidential environments.
• Demonstrated ability to prioritize work and complete projects on time.
• Team-oriented with ability to work with others or independently as needed.
• In-person presence three days per week in accordance with the organization\'s hybrid schedule.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting