Sr. Technical Support Spec - Employee Tech Services (Windows)

We are seeking a highly skilled and customer-focused Lead Solutions Engineer to join our Employee Tech Services team. This role is pivotal in delivering white-glove, deskside IT support to executives and staff in a fast-paced financial services environment. You will lead the resolution of complex technical issues, drive operational excellence, and ensure seamless end-user experiences across hardware, software, mobile, and AV systems., · Provide Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.

· Troubleshoot and resolve issues related to hardware, software, network, and user credentials.

· Coordinate and execute office moves, tech refreshes, infrastructure buildouts, and perform onsite installations.

· Maintain and update tickets in alignment with SLA and KPI targets.

· Deliver executive-level white-glove support, ensuring high-touch service and discretion.

· Lead the deployment of software releases, patches, and system upgrades across end-user devices.

· Manage IT asset lifecycle including procurement, inventory, and disposal.

· Collaborate with cross-functional IT teams and provide mentorship to junior engineers.

· Participate in incident response (P1-P5) and root cause analysis.

· Support change, release, and problem management processes.

· Experience in Microsoft services including Active Directory, DNS, DHCP, Microsoft 365, Print Server management, and Group Policies (GPOs).

· Proficient in Microsoft Windows OS (Windows 10, Windows Server 2019), Virtual Desktop Infrastructure, and workstation imaging.

· Competent in Microsoft Office 365 and Azure administration.

· Administer security tools such as Putty, FTP, Antivirus, and Robocopy.

· Deploy patches and system-related software.

· Manage workflow and follow up on helpdesk issues via ticketing systems.

· Implement systems-related work through full lifecycle, coordinating with teams and vendors.

· Monitor systems and evaluate performance and latency concerns.

· Troubleshoot servers, applications, PCs, and network-related equipment.

· Document processes, application instructions, and IT-related topics.

· Bachelor’s degree or 5-8 years of relevant IT experience.

· Proven experience supporting Windows OS, Microsoft 365, Active Directory, and enterprise collaboration tools.

· Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.

· Experience with IT Asset Management (ITAM) tools and practices.

· Excellent communication, interpersonal, and problem-solving skills.

· Ability to manage multiple priorities in a high-pressure environment.

· Willingness to work flexible hours, including evenings and weekends, as needed.

Preferred Skills & Certifications

· Industry certifications (e.g., Microsoft, ITIL, CompTIA).

· Experience in a financial services or managed services environment.

· Familiarity with performance management, capacity planning, and business relationship management.

· Proficiency in using scripting to automate tasks.