The IT Support Engineer II provides advanced technical support to onsite and remote employees, taking ownership of escalated hardware, software, identity, connectivity, and collaboration-tool issues. The position troubleshoots complex problems and delivers timely, effective solutions that minimize disruption to business operations. A strong customer-service mindset and the ability to provide consistent white-glove support are essential, particularly when assisting executives and other high-priority users.
Success in this role requires excellent communication and customer service skills, sound judgment, discretion, patience, and the ability to build effective working relationships with individuals at all levels of the firm. The successful candidate communicates clearly, sets expectations, provides timely updates, and follows each issue through resolution or appropriate escalation.
CORE RESPONSIBILITIES:
Provide responsive technical support to onsite and remote end users through phone, remote-support tools, ticketing channels, and in-person deskside assistance for hardware, software, identity, connectivity, and collaboration-tool issues.
Own and resolve incidents and service requests, perform advanced troubleshooting and root-cause analysis, and engage infrastructure, security, application, or vendor teams when additional expertise is required.
Deliver white-glove support to executives and other high-priority users with professionalism, discretion, urgency, proactive communication, and end-to-end ownership through resolution.
Accurately document, prioritize, and manage tickets in ServiceNow; communicate status and expected resolution times; meet established service levels; and confirm user satisfaction before closure.
Install, configure, and maintain IT equipment, including computers, printers, servers, and network devices.
Troubleshoot system and network issues, diagnosing and solving hardware or software faults.
Manage user accounts, access controls, and permissions in Active Directory and other systems.
Monitor IT infrastructure, ensuring security, performance, and compliance with company policies.
Assist in deploying and maintaining cybersecurity measures, including firewalls, antivirus, and data protection protocols.
Document IT issues, solutions, and processes in a knowledge base.
Provide training and support to staff on IT best practices and tools.
Support employee onboarding, offboarding, workstation deployments, device replacements, software installations, mobile devices, and peripheral setup in coordination with established access and security procedures.
Provide set-up and live support for conference-room technology, video conferencing, presentations, and executive meetings, including pre-meeting testing when requested.
Keep up with technology trends to recommend new solutions that align with business goals.
Assist in supporting and identifying resolution of incidents which involve business applications, ensuring minimal disruption to operations.
Asset Management:
Maintain inventory of IT assets, ensuring proper asset tracking in ServiceNow, lifecycle management, and disposal of obsolete equipment.
Ensure warranty information is updated in ServiceNow when new equipment is purchased.
Generate asset management reports from ServiceNow, including warranty status, as required by business managers.
Demonstrate the highest standards of personal and professional integrity, adhere to company’s policies and procedures, and comply with applicable laws, government rules and regulations.Other duties as assigned.
SUPERVISORY RESPONSIBILITY:
This position has no supervisory responsibilities.
QUALIFICATIONS:
Education:
Bachelor’s degree in computer science, Information Technology, or a related field or work experience.
Experience:
3+ years of hands-on IT support experience, including Level 2 troubleshooting and ownership of escalated incidents; experience with asset management is preferred.
Certifications/Licenses:
CompTIA A+ / Network+
ITIL Foundation
Microsoft Certified: Office 365 Fundamentals, Azure Fundamentals
Skills:
Strong troubleshooting skills with Windows, iOS, and Android operating systems.
Hands-on experience with networking (LAN, WAN, VPN, firewalls, and routers).
Familiarity with ServiceNow IT service management (ITSM) tools and ticketing systems.
Proficient in developing Knowledge Base Articles in ServiceNow to document procedures and processes for both internal team members and end users.
Knowledge of cloud platforms (Azure, Office 365, and AWS).
Excellent communication and problem-solving skills.
Demonstrated ability to deliver high-quality, white-glove customer service to a diverse group of end users, including executives and other high-priority users, using clear and nontechnical language.
Strong organizational skills and ability to manage multiple priorities.
Flexible, composed under pressure, responsive to changing priorities, and able to maintain a patient, solutions-oriented approach during urgent or high-visibility support situations.
Must be driven and focused on business outcomes and delivery of business value.
Outstanding written and verbal communication skills with demonstrated ability to communicate effectively with all levels of an organization.
Ability to work both with a team and independently with minimal supervision.
Ability to engage effectively and professionally in both a one-on-one and group settings with third parties such as clients, peers, and vendors.
WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
Working Conditions:
Travel between company locations may be required to provide onsite support and assist with office or technology setups.