Support Engineer

Overview

• Serve as a Support Engineer within the Technology Operations team, delivering exceptional IT support to employees and senior executives.
• Contribute to transitioning from contractor-heavy support to a primarily in-house model, enhancing service quality and accountability.
• Provide high-touch, white-glove IT support, ensuring minimal disruption to business operations and critical systems.
• Support and maintain a mixed Windows and macOS environment, assisting with user provisioning and endpoint management.
• Collaborate with Tech Ops teammates to deliver seamless support and contribute to a positive, service-oriented team culture.
• Work closely with senior leaders and high-profile stakeholders, providing reliable and responsive technology support.
• Enhance service desk operations, including ticket intake, prioritization, escalation, and resolution processes.
• Support collaboration tools, including Microsoft ecosystem tools, Azure/Entra, and related platforms.

Key Responsibilities & Duties

• Provide high-touch IT support to employees and senior executives, resolving issues promptly and effectively.
• Act as a core member of the Tech Ops support function, contributing to service desk operations and process improvements.
• Support and maintain a mixed Windows and macOS environment, assisting with device setup and endpoint management.
• Troubleshoot hardware, endpoint, and collaboration technology issues across the organization.
• Collaborate with Tech Ops teammates to deliver seamless support and maintain a positive team culture.
• Build strong relationships with users through exceptional communication, empathy, and follow-through.
• Contribute to reducing reliance on external support resources while maintaining service quality.
• Support collaboration tools, including Microsoft ecosystem tools, Azure/Entra, and related platforms.

Job Requirements

• Bachelor of Science (BS) degree in a related field is required.
• 3–7+ years of experience in IT support, service desk, or technical operations roles.
• Demonstrated experience providing end-user and executive IT support in fast-paced environments.
• Hands-on experience supporting Windows environments; macOS experience strongly preferred.
• Comfort working directly with senior leaders and high-profile stakeholders.
• Experience with Azure/Entra ID and Microsoft collaboration tools is a strong plus.
• Background in hospitality or customer-facing roles is advantageous.
• Exposure to service desk tooling, ITSM processes, and support metrics is beneficial.