Senior IT Support Engineer

5+ years of IT support experience in a corporate environment.
Strong technical knowledge of PC/Mac operating systems and management through MS Intune and JAMF.
Experience with network troubleshooting and support, including assisting the IT Engineering team with updates or changes.
Proficiency in employing network management tools, such as Cisco Meraki, for effective network administration.
Strong experience / administration experience with SaaS applications (Okta, Google Workspace, Zendesk, Slack, Zoom).
Strong understanding of SaaS application provisioning, authentication, management, and functionality of enterprise-class applications.
Knowledge of ITIL or similar IT service management frameworks is a plus.
Adept at identifying and resolving complex technical issues related to hardware, software, and network connectivity.
Exceptional communication and interpersonal skills, capable of effectively interacting with users from diverse backgrounds and technical levels.
Demonstrated commitment to delivering exceptional customer service, prioritizing user satisfaction, and ensuring prompt resolution of support requests.
Proficient in using ticketing systems such as Zendesk and Jira to track and manage support requests.

Provide expert-level resolution and consultation for multifaceted IT problems and escalated cases.
Assume a leadership role in mentoring and coaching junior support engineers, guiding their professional growth and skill development.
Spearheaded incident response and problem resolution initiatives, employing advanced diagnostic techniques and analytical tools to identify and rectify complex technical issues promptly.
Drive process optimization through the identification and implementation of innovative solutions, enhancing support efficiency and reducing resolution times.
Foster collaborative relationships with other IT teams, leveraging collective expertise to resolve intricate technical challenges and deliver seamless service integration.
Conduct comprehensive root cause analysis to pinpoint the underlying causes of technical problems, developing and implementing preventive measures to minimize future occurrences.
Actively participate in knowledge transfer initiatives, facilitating the dissemination of technical expertise across the organization and contributing to the continuous improvement of support best practices.