Support Engineer

Overview

• Lead IT support initiatives within a dynamic technology operations team, ensuring seamless functionality for employees and executives.
• Provide high-touch, white-glove IT support to senior leaders and stakeholders, enhancing operational efficiency and user satisfaction.
• Contribute to transitioning IT support from contractor-heavy to an in-house model, improving service quality and accountability.
• Support and maintain a mixed Windows and macOS environment, ensuring optimal performance and user provisioning.
• Collaborate with cross-functional teams to deliver seamless IT support and foster a service-oriented team culture.
• Enhance service desk operations, including ticket management, prioritization, escalation, and resolution processes.
• Manage collaboration tools and platforms, including Microsoft ecosystem tools and Azure/Entra environments.
• Build strong relationships with users through exceptional communication and proactive problem-solving.

Key Responsibilities & Duties

• Deliver responsive IT support to employees and executives, ensuring minimal disruption to operations.
• Troubleshoot and resolve hardware, endpoint, and collaboration technology issues effectively.
• Contribute to service desk operations, optimizing processes for improved efficiency and user satisfaction.
• Support device setup and endpoint management in a mixed Windows and macOS environment.
• Collaborate with technology teams to enhance IT support services and maintain a positive team culture.
• Assist in reducing reliance on external support resources while maintaining service quality.
• Provide expertise in Microsoft collaboration tools and Azure/Entra platforms.
• Foster strong user relationships through effective communication and follow-through.

Job Requirements

• Bachelor of Science (BS) degree in a related field is required.
• 5–7+ years of experience in IT support, service desk, or technical operations roles.
• Proven experience providing end-user and executive IT support in dynamic environments.
• Hands-on expertise in Windows environments; macOS experience is preferred.
• Comfortable working directly with senior leaders and high-profile stakeholders.
• Experience with Azure/Entra ID and Microsoft collaboration tools is advantageous.
• Background in customer-facing or hospitality roles is beneficial.
• Familiarity with service desk tools, ITSM processes, and support metrics is preferred.