IT Support Engineer

PRIMARY PURPOSE AND FUNCTION:

Under the direction of the IT Manager, the IT Support Engineer will provide support to the business and participate in IT projects as required.

Provide IT support services to local and remote employees with technical problems and IT issues:

• →Install, configure and troubleshoot hardware including laptops, printers, and mobile devices
• →Remote installation, implementation, maintenance, troubleshooting of desktops, video-conference devices, phones, printers, and associated peripherals
• →Respond promptly to escalation for technical assistance as needed
• →Support and maintain user account information including rights, security and systems groups
• →Manage assets, ensuring appropriate levels of IT equipment are held at the allocated locations
• →Support and enforce corporate and organizational security policies and procedures, understand personal role in safeguarding organization's assets, and take appropriate action to prevent and report any compromises of security within scope of position
• →Handle the recycling of redundant IT hardware, following agreed disposal processes with third parties
• →Document, maintain, upgrade or replace hardware and software systems
• →Some Project Management: participate in IT projects and complete some project deliverables, ie collaborating with vendors, or managing various parties involved in deliverables, and that all dependencies are meeting their deadlines
• →Collaborate with other staff to research and resolve problems
• →Maintain knowledge of technology innovations and trends
• →Performs other related duties as assigned
• →This position may be required to provide technical support outside of normal business operating hours

• Bachelor's degree in CS, MIS, Systems Engineering, Information Systems, or related training and/or experience in lieu of degree
• Preferred certifications include: CompTIA A+, CompTIA Network+, CompTIA Security+, Google IT Support Professional, Apple Certified Macintosh Technician (ACMT), Apple Certified IT Professional
• At least 3 years of experience in a similar role in a family office, private equity or similar environment is highly preferred
• Proficient with or the ability to quickly learn an array of computer hardware and software
• Proficient with Microsoft 365 Suite, Google Workspace, commonly used productivity tools and other types of software
• Experience with iOS 12+ including setup, provisioning, account changes
• Experience with cultivating and maintaining relationships with various vendors, contractors, and other parties
• Superior interpersonal and customer service skills and experience working with C-suite executives
• Self-starter with a strong sense of responsibility and the ability to complete tasks with minimal supervision.
• Excellent time management skills with ability to prioritize workload and manage stakeholder expectations, as well as multitask
• Demonstrated ability to work under pressure with deadlines and changing priorities, maintaining a professional approach and a calm demeanor
• Strong troubleshooting mindset; ability to understand symptoms as reported by clients, translate into potential causes, identify root cause, and logically approach potential fixes and/or workarounds
• Excellent verbal and written communication skills
• Longevity in past positions, excellent references from past employers
• Must have and express a positive approach to problems and situations that may arise
• Ability to handle very sensitive and highly confidential issues with diplomacy and discretion

• Able to work full-time work in an office environment
• Able to provide on-call availability and responsiveness in a reasonable time-frame during non-business hours, and including weekends
• Able to lift up to 50 pounds at time
• Able to travel regularly to local sites, with occasional travel to remote sites (domestic and international)
• Possess valid passport and able to travel internationally on limited occasions
• Authorized to work legally in the US and be willing to undergo an in-depth background investigation