Sr. Support Engineer

Job Description: Sr. Support Engineer Location: No Remote Experience: 5+ Years Reports to: Regional Head - West Coast Work hours: 6:00 AM to 5:00 PM PT (Work in Shifts) [During training, timings will be from 8:00 AM to 5:00 PM. Post training, expectation is for the consultant to be flexible to a slightly earlier start. The expectation is 5 days a week, on-site.] Summary: • You’ll be the frontline expert solving user issues, managing escalations, and ensuring high availability of workplace technology. This role ensures tickets are resolved e iciently and user experience remains exceptional. • Supporting C-level executives and VIPs. This role ensures reliable, discreet, and highly responsive service for time-sensitive or sensitive tech needs, in person and remote. Reasonability: • Resolve IT tickets related to applications, devices, access, and infrastructure. • Provide proactive, high-discretion support for executives’ issues and requests. • Escalate complex issues to L3 or engineering teams as needed. • Document recurring fixes and contribute to the support knowledge base. • Analyze support trends to recommend automation or process improvements. • Provide incident response and root cause analysis when required. • Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up. • Perform remote and on-site support using e icient troubleshooting methods. • Test and deploy hardware/software for new setups, break-fix, and MAC tasks. • Deliver white-glove customer service across all support channels. • Proactively engage users to identify and resolve potential issues early. • Follow up to ensure user satisfaction and issue resolution. • Maintain and update internal and customer-facing documentation. • Track and log issues thoroughly in the service management system. • Identify recurring problems, propose solutions, and test new technologies. • Lead end-user technology projects including migrations, deployments, and new tool rollouts. Requirements: • 5+ years in IT support, preferably in investment or financial environments • Strong understanding of Windows/MAC OS, hardware lifecycle and deployment, imaging, networking, AD, O365, Entra ID, AV conference rooms, MDM, Powershell, ticketing systems • Passion for improving user experience and supporting high standards • Reliable, hardworking, and moldable member of a team