Senior IT Support Engineer at HSSL Systems Integrator

Job Summary

• We are seeking a skilled and experienced Senior IT Support Engineer to join our dynamic team.
• The ideal candidate will possess a strong background in providing technical support to end-users, troubleshooting complex IT issues, and implementing solutions to enhance our IT infrastructure.
• The Senior IT Support Engineer will play a pivotal role in ensuring the smooth operation of our IT systems.

Responsibilities

• Provide advanced technical support to end-users via phone, email, remote assistance, and in-person visits.
• Troubleshoot and resolve complex hardware, software, and network issues in a timely manner to minimize downtime and disruption.
• Lead IT projects related to system upgrades, migrations, and implementations, ensuring adherence to project timelines and budget constraints.
• Collaborate with cross-functional teams to identify IT requirements, evaluate technology solutions, and implement best practices to optimize IT operations.
• Develop and maintain documentation, including user guides, knowledge base articles, and IT policies and procedures.
• Mentor and train junior IT support staff, providing guidance on technical skills development and customer service excellence.
• Proactively monitor IT systems, networks, and security to identify and address potential vulnerabilities and performance issues.
• Manage vendor relationships and procurement processes for IT hardware, software, and services, ensuring cost-effectiveness and compliance with organizational standards.
• Participate in on-call rotations and provide after-hours support as needed to address critical IT issues and emergencies.
• Stay current with industry trends, emerging technologies, and best practices in IT support and service management.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent work experience.
• Minimum of 5 years of experience in IT support roles, with a focus on providing technical support in a corporate environment.
• Strong knowledge of Windows and macOS operating systems, as well as Microsoft Office 365 suite.
• Proficiency in troubleshooting hardware, software, and network issues, including TCP/IP, DNS, DHCP, and VPN technologies.
• Experience with Active Directory, Group Policy, and other directory services and authentication mechanisms.
• Familiarity with ITIL framework and IT service management concepts.
• Excellent communication and interpersonal skills, with the ability to interact professionally with end-users at all levels of the organization.
• Proven leadership abilities, with experience leading IT projects and mentoring junior team members.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are desirable.
• Ability to prioritize tasks effectively, work independently, and adapt to changing priorities in a fast-paced environment.