Position00170 Sr. Support Engineer
City, StateNYC,New York
CountryUnited States
Salary100-130k plus bonus
Contact NameSteve Silvi

Basic Function:

The Senior Support Engineer is the primary technical resource for diagnosing, troubleshooting and repairing hardware and software systems. This individual will directly support Executive level clientele and therefore must have a high level of discretion, professionalism, and dedication to customer service.  There will be times where the person will deal directly with the end user, provide technical support, guidance, and will be called on to make independent decisions as to how to best resolve issues.

The individual must be able identify opportunities and partner with Help Desk Team Leads to drive improvements and/or customize solutions to meet unique requirements for each Executive. Due to the nature of this job, in addition to customer service skills and technical knowledge, this role also requires the candidate to possess outstanding soft skills.


  • Provide direct high level Help Desk Support to executive customers, answering questions and resolving technical issues
  • Must be able to thoroughly explain in simple terms new technology, the ability to explain complex technology changes in simple easy to understand terms
  • Must be able to translate executive technology problems, challenges and concerns into effective and efficient solutions with minimal guidance
  • Must have the ability to work in a high pressure environment including longer hours,  when necessary
  • Ensure all executive and admin problems and questions resulted in end-user satisfaction.  Ensure preventative steps are taken to avoid future repeats of the same problem.
  • Respond to Help Desk requests concerning support and status of ticket. Diagnose issues and provide creative effective solutions while troubleshooting hardware, software, and printing issues. Escalate technical issues to appropriate IT professionals by providing clear, concise, and thorough research of technical details
  • Provide preventative hardware maintenance, replacement and repair of desktops and laptop computers
  • Provide troubleshooting activities involve recognizing, researching, documenting and accurately resolving users’ needs while following up to verify thorough completion of requests
  • Install, configure, and deploy technology according to organization standard specifications and coordinate the addition of new employees including network access, printer installs, mapped drives and email setup
  • Support remote access and support through Cisco AnyConnect VPN, LogMeIn Rescue and Dameware
  • Offer general Microsoft Office support including Outlook / Exchange additions and changes and general guidance to users
  • Support mobile users for network access, email support and troubleshooting
  • Support and maintain user account information through Microsoft Active Directory including rights, permissions, security, and systems groups
  • Work to eliminate recurring problems and reasons for trouble tickets
  • Track inventory of all computer equipment
  • Travel with executives and support remote/global needs
  • Actively manage and provide hands-on support for meetings, presentations, and video conferencing
  • Active Directory, Exchange and server support experience a plus



Education and Position Requirements:

·         Bachelor’s degree in Computer Science or Management Information Systems, or similar discipline. Some Education requirements can be offset by work experience (industry or federal)

·         5 years’ experience minimum; 7 + years preferred

·         Microsoft/Cisco certifications preferred

·         Candidate must possess a current Driver’s License and valid Passport

·         Excellent oral, written, and interpersonal communication skills

·         Requires self-direction, tact, diplomacy and a clear courteous and professional manner when dealing with internal customers

·         Efficient research, organizational and time management skills

·         Ticketing System experience (creating, updating, closing tickets) (Service-Now experience a plus)

·         Ability to prioritize tasks

·         Ability to work in a team environment with a variety of professionals while also working independently, with minimal supervision

·         Detail-oriented; productive without compromising quality

·         Ability to think and respond quickly

·         Strong organization, communication and follow through skills

·         Travel required, both domestic and internationally


·         Weekends coverage may be required