Senior IT Support Engineer

About the Role >>> Senior IT Support Engineer

As the Sr. IT Support Engineer reporting to the Senior Director of IT Infrastructure & Operations, you will provide high level of support, employee onboarding, offboarding and employee experience, while providing hands-on office support for IT & Facilities management for our Boston office. We are seeking an experienced, customer-focused individual to join our IT Operations team.

This role is based out of our Boston office, is fully onsite, and requires in-office presence.

Your work will primarily encompass:

IT Operations & Support

• Deliver high level support to executives, senior leaders, and other employees, including proactive support for laptops, mobile devices, collaboration tools, conference rooms, and travel needs.
• Coordinate timely resolution of complex issues with internal IT teams, managed service providers, and technology vendors; remain accountable through final resolution.

Onboarding, Offboarding and Employee Experience

• Lead the IT onboarding and offboarding process in partnership with people and culture, hiring managers, and IT teams, ensuring equipment, accounts, access, communications, and asset recovery are handled according to established procedures.
• Plan and deliver new-hire IT orientation sessions, introducing employees to their devices, core applications, collaboration tools, security expectations, support channels, and self-service resources.
• Maintain onboarding/offboarding checklists, standard communications, orientation materials, and process documentation; identify and implement improvements that increase consistency and reduce time to productivity.

Onsite Delivery and Service Operations

• Install, configure, maintain, and troubleshoot end-user hardware, software, peripherals, mobile devices, Windows and macOS operating systems, business applications, and workplace technology.
• Serve as the Boston onsite delivery lead, coordinating daily support coverage, prioritizing work, managing escalations from the 24x7 helpdesk MSP, and ensuring a high-quality employee support experience.
• Log, prioritize, and resolve user incidents and requests received in-person, by phone, email, or ticketing systems; meet service-level agreements, prioritize by urgency and business impact, communicate status, and remain accountable through resolution.
• Troubleshoot issues across network configuration, system installation, device connectivity, and business applications; perform root-cause analysis, administer user accounts and permissions, and escalate complex issues while tracking resolution.
• Monitor system performance, apply approved updates and patches, and coordinate backups; maintain knowledge articles and train users on new systems, software, secure technology use, and IT best practices.
• Support conference rooms, AV, desk setups, and office technology; maintain accurate asset records, collaborate with IT teams and service providers, and proactively identify technology and security risks.

Workplace Coordination

• Help manage general office facilities tasks, including maintaining the cleanliness and organization of shared spaces and restocking snack and supply areas.
• Report facility issues promptly and coordinate resolution with the property manager and external vendors as directed; assist with general maintenance to help ensure a safe, clean, and well-functioning workplace.
• Participate in workspace management and office expansion/moves.
• Other duties as assigned.

Ideal Candidate Profile >>>

Knowledge:

• Bachelor’s degree in IT, computer science, related field, or equivalent experience.
• Strong technical proficiency in Windows, macOS, networking, cloud services, Microsoft 365, Okta, Jamf, Zoom, and ITIL-based incident, request, and change management.
• Knowledge of identity and access management, endpoint and laptop lifecycle management, service-request workflows, and network connectivity, including IP, DNS, DHCP, VPN, and Wi-Fi.
• Strong knowledge of end-user hardware, software, mobile devices, business applications, workplace technology, conference rooms, and AV systems.
• Knowledge of IT support processes, security expectations, technology best practices, and root-cause analysis.

Experience:

• 5 plus years of experience in technical support or IT support engineering, including executive support.
• Demonstrated experience leading employee onboarding activities and delivering new-hire IT orientation or technology training.
• Experience coordinating with internal IT teams, managed service providers, and technology vendors to resolve complex issues.
• Experience in identity and access management, endpoint and laptop lifecycle management, service-request workflows, and network connectivity, including IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience installing, configuring, maintaining, and troubleshooting end-user hardware, software, peripherals, mobile devices, Windows and macOS operating systems, business applications, and workplace technology.
• Experience managing incidents and requests, meeting service-level agreements, prioritizing urgency and business impact, and remaining accountable through resolution.
• Experience administering user accounts and permissions, performing root-cause analysis, escalating complex issues, monitoring system performance, applying approved updates and patches, and coordinating backups.
• Experience supporting conference rooms, AV, desk setups, office technology, and maintaining accurate asset records.
• Experience managing office supplies and facilities management for the workplace.
• Experience with office expansions, buildouts and moves to a new location.

Attributes:

• Experienced and customer-focused, with a strong service-oriented mindset.
• Strong analytical problem-solving and root-cause analysis skills.
• Clear, empathetic communicator who can explain technical concepts to non-technical users.
• Able to manage competing priorities effectively while maintaining a high-quality employee support experience.
• Accountable and proactive, with a focus on user satisfaction, timely resolution, and continuous improvement.

The base pay range for this position is expected to be $95,000 - $110,000 annually, however the base pay offered may vary depending on location, market, job related knowledge, skills and capabilities, and experience. The total compensation package for this position also includes equity, bonus, and benefits.

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