IT Support Engineer

The Support Practice Group (“SPG”) is a large and growing group of diverse technical staff providing a broad range of technology support in various industry verticals as part of Kraft Kennedy’s Managed Services offering.

This position reports to a Team Leader and will work closely with co-workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process.

Roles and Responsibilities

• Provide on- site support full time to one client located in San Francisco, CA
• Provide remote support to our geographically diverse nationwide clients using industry standard remote connections, internal ticketing system, monitoring consoles and more at other times.
• Provide periodic support to our clients located in San Francisco, CA and the surrounding area.
• Assist both client end users and IT staff with a broad range of computer application problems, server issues, virtualization, SAN, networking issues, security issues and more.
• Escalate issues and interact closely with third-party vendors and other team members helping manage the resolution of complex client issues.
• Initiate and perform Root Cause Analysis (RCA) on more complex client issues for one-time resolution.
• Contribute to special internal facing projects, as assigned, to facilitate the growth of the Support Practice Group.
• Participate in an on-call rotation.

• Strong customer service and communication skills.
• Minimum of five years of helpdesk support with on site experience.

• Bachelor’s Degree in IT or related field or a minimum of 6 years of related work experience in lieu of a degree.

• Minimum one year of Managed Service Provider experience.
• Microsoft certifications and/or related technical certifications are strongly preferred.
• Very organized and detail oriented, with a high degree of accuracy and follow up.
• Strong problem solving and technical troubleshooting skills.
• Experience with document management systems preferred.
• Some combined industry experience with Windows 11 desktops.
• Experience working in a law firm IT department.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Health savings account
• Dental insurance
• Disability insurance
• Cell phone reimbursement, The base pay for this position has a salary range of $95,000 to $110,000. The actual salary offer will take in to account a wide range of factors including the individual’s qualifications, experience as well as location. In addition, certain positions are eligible for bonuses or commissions., Why join us?
• Family oriented team environment with strong emphasis on work life balance
• Medical, dental, HSA, life and long-term disability insurance
• 401k with company match
• Phone reimbursement
• Holidays/vacation/sick days

The Support Practice Group of Kraft Kennedy is seeking applicants for an on-site full-time position in San Francisco, California, with the following schedule.