Systems Support Engineer II
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Job Description
Systems Support Engineer providing onsite support for C-Suite executives and VIP users. Delivering IT services including Windows and macOS support in a fast-paced environment.
Responsibilities:
- Provide daily onsite support for C-Suite executives, VIP users, and office staff, ensuring fast, professional, and customer-focused resolution of issues.
- Deliver hands-on Windows and macOS support, including OS troubleshooting, hardware issues, performance problems, and peripheral setups.
- Manage and support endpoint devices through Intune (Windows/iOS/Android) and JAMF (macOS), including enrollment, compliance, and policy troubleshooting.
- Perform laptop imaging, rebuilds, and refreshes using SCCM and PXE-based workflows.
- Support Exchange Online and Microsoft 365 applications, including Outlook client issues, mailbox access, and user configuration needs.
- Provide iOS and Android device support, including MDM enrollment, email setup, and basic app support.
- Handle general end-user support tasks, including password resets, account lockouts, onboarding/offboarding activities, and profile-related issues.
- Troubleshoot and support printers and scanners, including connectivity, driver issues, and device configuration.
- Document all work in ServiceNow, follow established KBAs/SOPs, and coordinate escalations with backend teams while owning communication and follow-through.
- Provides after-hours on-call support to VIP escalations.
- Participates in a rotating holiday on-call coverage schedule.
Requirements:
- 5+ years of hands-on IT support experience in a large enterprise environment providing desktop, end-user, and onsite technical support.
- Demonstrated experience supporting both Windows and macOS platforms, including hardware troubleshooting, rebuilds, and imaging processes.
- Intermediate experience with Active Directory and Azure AD, including user management, group membership, MFA issues, and identity-related troubleshooting.
- Working knowledge of Microsoft 365 and Exchange Online administration, including mailbox management, permissions, license assignment, profile issues, and service-related troubleshooting.
- Practical experience with endpoint management tools, specifically Intune (Windows/iOS/Android) and JAMF (macOS).
- Proven ability to deliver onsite, customer-facing support for VIP and C-Suite users with strong communication, professionalism, and urgency.
- Ability to handle high-pressure situations and deliver solutions quickly.
- Experience working with ServiceNow or similar enterprise ticketing systems, including adherence to KBAs, Ticket/Queue Management, SLA compliance, and escalation workflows.
Benefits:
- Excellent benefits and exceptional work environment
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