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Sr IT Support Engineer

Job Description

Our client is seeking a highly skilled and customer-focused Sr IT Support Engineer to provide advanced technical support across end-user environments and enterprise IT infrastructure. This role is critical to ensuring reliable technology operations, strong security posture, and an exceptional user support experience.

Salary/Hourly Rate:
$130k

Position Overview:
The Sr IT Support Engineer is a customer-oriented role responsible for delivering basic to advanced technical support for desktops, laptops, mobile devices, applications, and peripherals. This individual works directly with users through onsite and digital communication methods to troubleshoot issues, resolve incidents, and support IT projects. Success in this role requires strong hands-on experience with IT systems, infrastructure, networking, security, and enterprise software, combined with excellent problem-solving and communication skills.

Responsibilities of the Sr IT Support Engineer:

  • User Support: Provide onsite and remote assistance for technical requests; diagnose, troubleshoot, and resolve issues; communicate progress; follow up and ensure completion of support tickets. Monitor and track support requests in the helpdesk ticketing system and document issues and resolutions. Train users on supported hardware, software, and services. Provide after-hours/on-call support as needed. Perform advanced troubleshooting beyond first- and second-level support.
  • Hardware Support: Set up, test, deploy, and maintain laptops, desktops, printers, mobile devices, office phones, and conference room A/V equipment. Support data center infrastructure components, LAN and WLAN networking hardware, and security appliances.
  • Software Support: Administer Microsoft Windows Server OS and server-based applications. Manage corporate server-side applications, SaaS/cloud administrator portals, and network and storage systems. Deploy and maintain corporate-standard software and patch management solutions.
  • Maintenance: Perform hardware and software upgrades, security patches, firmware updates, equipment refreshes, and system optimizations. Maintain updated physical and virtual system images with current security patches and software versions.
  • Documentation: Create, follow, and maintain IT documentation, procedures, and knowledge base articles. Document issues, troubleshooting steps, resolutions, and new practices. Conduct user training and update training materials as needed.
  • Inventory: Track hardware assets, software licenses, repairs, replacements, and changes. Maintain and administer the corporate asset management tool.
  • Additional Responsibilities: Learn and adopt new technologies; respond to and prioritize potential security threats or incidents; lead desktop support initiatives such as OS migrations, patching, and hardware refresh projects; coordinate with external vendors; identify automation opportunities to improve efficiency and user experience.

Required Experience/Skills for the Sr IT Support Engineer:

  • Experience delivering in-person and remote technical support via phone, email, chat, walk-ins, and video calls.
  • Strong intermediate-to-advanced troubleshooting skills.
  • Experience supporting Windows desktops/laptops and peripherals.
  • Experience supporting Mac desktops, MacBooks, and iOS devices.
  • Experience with Android and iOS mobile devices.
  • Experience administering Windows Server, Active Directory, and Microsoft Exchange (basic to intermediate).
  • Experience supporting file servers, print servers, PBX systems (e.g., Avaya IP Office), VDI solutions (VMware Horizon, Citrix), email security gateways (Mimecast), endpoint security tools (Sophos), and Windows 10/11 environments.

Education Requirements:

  • Bachelor's degree or equivalent professional experience.

Benefits:

  • Atrium Care Package available, upon eligibility.

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As a woman-owned firm, we value . We are an equal opportunity and affirmative action employer and will consider all applications without regard to , (including gender, , and gender ), , , or creed, or ancestry, veteran status, (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Candidates who apply for roles through the Atrium website will be added to our candidate pool and may be considered for additional roles of a similar title. Please contact us to request an accommodation.
EOE/M/F/D/V/SO

Position ID: 159669