The Role:
The Engineer, IT Enterprise Systems Support, is responsible for assisting and supporting approximately 200 end users in a corporate environment, and as part of the Enterprise Systems Support team. The ideal candidate has a solid IT support foundation and experience across Windows 11, macOS, Microsoft 365, IOS, and Android platforms, coupled with exceptional customer service and communication skills.
Who You Are:
A technically driven problem-solver with the ability to diagnose and resolve issues across a wide range of complexity levels. An experienced Support Engineer who delivers exceptional customer service and communicates technical concepts in a clear, user-friendly manner. Passionate about technology, continuously learning new tools, systems, and best practices to expand technical expertise. Skilled at implementing effective solutions quickly while providing guidance and knowledge-sharing to users and stakeholders. Thrives in fast-paced, customer-focused environments where technical troubleshooting, collaboration, and user support are key to success.
What Youll Actually Be Doing:
Serve as the first point of contact for employees seeking technical assistance via phone, email, chat, remote support, and in-person interactions, delivering exceptional customer service and meeting established SLA targets. Troubleshoot and resolve hardware, software, mobile device, connectivity, and end-user computing issues across Windows, macOS, Microsoft 365, and other business-critical applications. Provide hands-on and remote support for laptops, desktops, peripherals, and related technologies, including installations, upgrades, replacements, repairs, configurations, and deployments. Manage support requests through the ticketing system, ensuring timely resolution, accurate documentation, and proactive communication with users. Support and troubleshoot networking, cloud, and endpoint technologies, including Cisco, Fortinet, Amazon WorkSpaces, Microsoft Intune, Jamf, SCCM, and Windows Autopilot. Deliver operational support for conference room technology, audiovisual systems, telephony solutions, and office security systems to ensure a seamless workplace experience. Lead endpoint lifecycle activities, including device provisioning, operating system deployments, upgrades, asset tracking, inventory management, warranty coordination, and compliance initiatives. Create, maintain, and improve knowledge base articles, troubleshooting guides, FAQs, and technical documentation to enhance self-service and team efficiency. Partner with cross-functional teams to research, evaluate, TEST, and recommend new technologies and solutions that improve employee productivity and strengthen the IT environment. Support employee onboarding and day-to-day operations by provisioning equipment, delivering technical onboarding, identifying root causes of recurring issues, implementing preventive solutions, and providing executive/VIP user support when needed. Success in This Role Looks Like
* Consistently delivering excellent customer service and maintaining positive relationships with employees at all levels of the organization, including executive and VIP users.
* Resolving end-user issues efficiently while meeting or exceeding established service level expectations.
* Taking ownership of incidents, requests, and projects from start to finish while ensuring work is properly documented in tickets and knowledge articles.
* Demonstrati
