Senior Technology Support Engineer

Job Description Summary:

The Senior Technology Support Engineer is customer-focused and a self-starter who can successfully work independently or as a team member. This role works to support faculty, staff, and students in their use of computers, printers, applications, classroom technologies, and telecommunications. This position will research, troubleshoot, diagnose, and resolve complex issues. This role will also look for opportunities to strategically improve business and teaching processes.

For full consideration, please submit both a resume and cover letter.

Salary: Up to $65,000 commensurate with experienceJob Description:

Core responsibilities include:

• Deliver excellent customer service by being courteous, empathetic and patient, even in difficult situations.

• Provide escalated operating systems & application support: identifying problems, providing workarounds or solutions. When appropriate work with vendors on problem solution, applying maintenance patches, and/or new releases.

• Manages telephony features within Microsoft Teams.

• Building relationships, providing technical support & guidance for administrative and academic offices relating to technical best practices, business needs, and teaching/research agendas. Applying technological solutions where appropriate to improve efficiency.

• Provide thorough updates and problem resolution in ticketing system, including documenting solutions to known problems and issues.

• Project Participation: Acting as End User representative, works to identify the proper support and escalation model, identify training needs, create, maintain, and distribute knowledge with other team members and the university community as appropriate.

• Provides escalated customer support and mentorship for TSC (Technology Support Center) staff.

Additional Job Description:

Required Qualifications

• Bachelor’s degree OR an equivalent combination of education, training, and experience.
• Familiarity with various mobile device operating systems including iOS and Android.
• Extensive hands-on experience with Windows operating systems and/or macOS including installation, imaging, provisioning, deployment methods, optimization, and security best practices in a multi-endpoint environment.
• Experience guiding and mentoring junior support staff, fostering their growth and development
• Excellent interpersonal, oral, and written communication skills with the ability and desire to provide excellent customer service.
• Ability to quickly and independently learn and manage key enterprise applications, including implementing new functionality, and working with end users.
• Strong analytical and problem-solving skills including the ability to work with end users to identify, troubleshoot, and resolve problems efficiently and independently.
• Ability to translate technical information to non-technical audiences and write clear and accurate technical and procedural documentation.
• Ability to identify and understand emerging software technologies and apply them to campus processes

Preferred Qualifications

• Bachelor’s degree in computer or information science or related field.
• Certifications: Dell, CompTIA A , Network , Microsoft certifications, Apple (ACMT), JAMF Certified Associate, or other similar technical certifications.
• Experience utilizing JAMF Pro, Intune, or other endpoint management applications.
• Previous experience working in higher education.
• Experience leading or participating in large enterprise projects.
• Experience creating and delivering hands-on training in group and one-on-one settings.
• Previous experience creating support documentation such as knowledge-base articles or technical tutorials.
• Understanding of ITIL Framework