Senior Support Engineer - Onsite
Cyber Space Technologies LLC · San Francisco, CA
Apply & track with Apply EdgeJob title: Senior Support Engineer
This role ensures tickets are resolved efficiently and user experience remains exceptional.Supporting C-level executives and VIPs. This role ensures reliable, discreet, and highly responsive service for time-sensitive or sensitive tech needs, in person and remote.Reasonability:
- Resolve IT tickets related to applications, devices, access, and infrastructure.
- Provide proactive, high-discretion support for executives’ issues and requests.
- Escalate complex issues to L3 or engineering teams as needed.
- Document recurring fixes and contribute to the support knowledge base.
- Analyze support trends to recommend automation or process improvements.
- Provide incident response and root cause analysis when required.
- Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up.
- Perform remote and on-site support using e icient troubleshooting methods.
- Test and deploy hardware/software for new setups, break-fix, and MAC tasks.
- Deliver white-glove customer service across all support channels.
- Proactively engage users to identify and resolve potential issues early.
- Follow up to ensure user satisfaction and issue resolution.
- Maintain and update internal and customer-facing documentation.
- Track and log issues thoroughly in the service management system.
- Identify recurring problems, propose solutions, and test new technologies.
- Lead end-user technology projects including migrations, deployments, and new tool rollouts.
Requirements
- 5+ years in IT support, preferably in investment or financial environments
- Strong understanding of Windows/MAC OS, hardware lifecycle and deployment, imaging, networking, AD, O365, Entra ID, AV conference rooms, MDM, Powershell, ticketing systems
- Passion for improving user experience and supporting high standards
- Reliable, hardworking, and moldable member of a team