Senior IT Support Engineer

· Provide deskside support for end users including IMAC (Install, Move, Add, Change) activities

· Reimage and deploy PCs as part of refresh or break/fix processes

· Perform hardware troubleshooting and replacement for desktops, laptops, and peripherals

· Support users with Office 365 applications and Windows OS issues

· Document incidents, service requests, and actions taken using ServiceNow or similar ITSM tools

· Collaborate remotely with team members across other locations to resolve complex issues

· Perform basic hands-and-feet network support: check switch power status, create console sessions as directed

· Ensure timely and professional communication with end users and team leads

· Perform a complex range of technical work activities either remotely or at customer site to meet business and customer requirements.

· Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.

· Provide Technical Leadership in own specific area of expertise.

· Document and reports on work completed to ensure compliance with Company and Customer Procedures.

· Contribute to the development of technical procedures and standards to meet business and customer requirements.

· Escalate issues in line with company processes to ensure customer demands are met.

· Able to communicate on complex issues to meet business and customer requirements to avoid escalations.

· Evaluate escalations and resolve appropriately to ensure customer demands are met.

· Provide customer service to internal and external customers to ensure consistent experience.

· Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.

· Identify own development needs in line with business objectives.

· Acts as a role model for colleagues providing guidance around technical and behavioural competencies to ensure sharing of internal best practice.

Technical Environment & Minimum Requirements:

· Strong experience supporting Windows desktop environments

Do you have experience in Windows?, · Proven hands-on experience with Office 365 at the deskside level

· Basic knowledge of device imaging, reimaging, and PC deployment best practices

· Excellent problem-solving and customer service skills

· Works under general supervision. Uses discretion.

· Demonstrates analytical and systematic approach to resolving complex problems and assignments.

Nice to Have:

· Experience using ServiceNow or similar ticketing systems

· Familiarity with Windows Autopilot deployments

· Hands-and-feet network support (switch checks, console sessions)

Certifications:

· Certifications such as A+, MCP, or ITIL are a plus but not required

4.74.7 out of 5 stars Cambridge, MA 02142 $34.50 an hour - Contract, 6+-month contract / extensions and perm conversion are possible but not guaranteed

-- Onsite in Cambridge, MA 02142

-- Drug & Background required.

Pay Rate = $34.50 w2 per hour + benefits, We don't just connect people with jobs, we connect top IT talent with game-changing opportunities at some of the biggest names in tech, finance, healthcare, and more. Our team is passionate about helping you land the role that propels your career forward.

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Be You. With Us. Merge IT is an equal opportunity employer. We value diversity in all forms and are committed to creating a workplace where everyone can thrive. All employment is subject to verification of eligibility to work in the U.S. per federal law.

Your next opportunity starts here. Let's make it happen.

Pay: $34.50 per hour

Benefits:

• Health insurance