IT Support Engineer

The Technology Department is responsible for the 24/7 operation and support of all IT systems within the company. The IT Support Engineer plays a critical role by directly supporting all team members, providing timely and quality desktop hardware, software and mobile device troubleshooting, employing a high degree of customer service, technical expertise and responsiveness. This position requires a strong work ethic and the ability to work well under pressure while prioritizing multiple requests. This support engineer is part of a global team with a vested interest in providing excellent support with an ever-present customer service mentality. Our client is growing through acquisition at a rate of acquiring about 2 new companies every single month, thus the growth opportunity is endless. This environment is dual PC and Mac.

General responsibilities and duties:

• This individual will begin the first 2 hours of their day by working on dispatch of tickets in their queue (ServiceDesk by Manage Engine). They will be responsible for triage, assigning tickets and adding notes. The rest of their day will be spent closing tickets that have been assigned to their specific queue including: password resets, “my outlook is slow and needs a profile rebuilt,” “my phone isn’t working…” (Both remote and in-person support).

• Supporting 800-900 users locally in LA (multiple buildings in the Beverly Hills, LA area) and about 7,000+ users globally.

• Handle immediate need activities such as video conferencing setups, new employees joining and office reconfigurations

• Ensure all issues are logged and documented in the Helpdesk system

• Quickly and professionally assess issues, and take steps to resolve

• When resolution is complete, document cause and resolution then close Helpdesk incident

• Escalate and refer unresolved issues to other team members or Level 2 when appropriate

• Deal with various vendors (mobile, telecommunications, data etc.) and escalate issues to them directly

• Deal with remote problems.

• Maintain a flexible approach to work schedule with early starts and late finishes (for example, 8am 4pm, 9am 5pm, 10am 6pm) as rotating patterns, subject to business requirements

• Adherence to and enforcement of all information security protocols

• Must also have the flexibility to travel to other sites when required (this is typically seen as a privilege as the events this individual will be attending are public/high profile).

Additional responsibilities and duties when necessary:

• Administer Windows user accounts in Active Directory

• Setup and support mobile devices

• Setup and support desktop telecommunications terminals (phones, voicemail services and inbound routing)

• Perform basic server administration (power cycle, troubleshooting connectivity issues)

• Manage the network connectivity (patch cables, switch and router infrastructure)

• Ensure a high degree of information security through password controls, prompt termination and activation of users etc.

• Support internally developed software suite, including assisting in QA process

• Manage and maintain Anti-Virus Endpoint Estate

The IT Support Engineer will need a full working knowledge of the following:

• Microsoft Windows 7, Windows 10 desktops and laptops

• Microsoft Office 2010, 2013 and 2016 productivity software

• Microsoft Active Directory, Exchange Server and Windows Server

• Mobile phone devices (iOS, Android)

• Cisco AnyConnect VPN Configuration and Administration

• Mac OSX installation and configuration as well as Office for Mac

• Enterprise experience in deploying, managing and supporting macOS and iOS platforms

• Administration of macOS within JAMF Pro including mass deployment of software, configuration and modular imaging

• VPP, DEP, MDM and APNS technologies

• Ability to triage all Apple ecosystem hardware

• Various printers, scanners, some fax services

• Polycom Video Conferencing Administration

• Enterprise Level AV Administration and Support

• Enterprise Level Backup Systems and Support

• Exposure to Telecoms systems such as Avaya, Cisco, and Shoretel, Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. Related Jobs Desktop Support Technician TEKsystems

Beverly Hills, CA*On-Site

Okta JIRA Mac OS Operations ServiceNow Communication Cyber Security Prioritization Lifting Ability Desktop Support Customer Service Active Directory Asset Management Help Desk Support Video Conferencing Business Valuation Single Sign-On (SSO) Full Stack Development Business Transformation Hardware Troubleshooting Software As A Service (SaaS) Troubleshooting (Problem Solving) +0

Mac OS Triage Energetic Apple IOS Voicemail Operations Multitasking Windows USER Communication Software Suite Detail Oriented Self-Motivation Lifting Ability Windows Servers Network Routing Customer Service Microsoft Office Active Directory Safety Assurance Microsoft Outlook Help Desk Support Strong Work Ethic Video Conferencing Personal Computers Business Valuation Telecommunications Microsoft Windows 7 Microsoft Windows 10 Organizational Skills Business Requirements Productivity Software Server Administration Full Stack Development Network Troubleshooting Business Transformation Mobile Device Management Avaya (Telecommunications) Microsoft Exchange Servers Verbal Communication Skills Polycom (Video Conferencing) Mobile Device Troubleshooting Virtual Private Networks (VPN) Troubleshooting (Problem Solving) Software Configuration Management, Education, Experience & Skills:

• University degree or equivalent.

• Three to five years in a front-line IT support role, preferably in a professional services or entertainment organization

• Highly motivated and energetic with excellent communication skills and who can integrate well at all levels.

• A strong ability to remain focused with a hard working, professional and flexible attitude while multi-tasking at an extremely fast pace.

• A strong work ethic and the ability to work well under pressure.

• Excellent written skills, ability to effectively and efficiently document user questions, issues, and requests

• Experience to recognize and recommend changes to support procedures and user guidance as part of an ongoing improvement

• Excellent organizational skills and great attention to detail.

• Excellent people and oral communication skills.

• To be considered, you must have the ability to lift 60 lbs. and work a flexible work schedule with occasional late nights and weekends.

Additional Skills & Qualifications

• Great personality, driven, and motivation to grow. - Successful candidates generally have a creative/entertainment background - Nimble mindset and someone who will jump into difficult tasks, situations - Ability to build repertoire with users, while Job Type & Location, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors., Mac OS Triage Energetic Apple IOS Voicemail Operations Multitasking Windows USER Communication Software Suite Detail Oriented Self-Motivation Lifting Ability Windows Servers Network Routing Customer Service Microsoft Office Active Directory Safety Assurance Microsoft Outlook Help Desk Support Strong Work Ethic Video Conferencing Personal Computers Business Valuation Telecommunications Microsoft Windows 7 Microsoft Windows 10 Organizational Skills Business Requirements Productivity Software Server Administration Full Stack Development Network Troubleshooting Business Transformation Mobile Device Management Avaya (Telecommunications) Microsoft Exchange Servers Verbal Communication Skills Polycom (Video Conferencing) Mobile Device Troubleshooting Virtual Private Networks (VPN) Troubleshooting (Problem Solving) Software Configuration Management +0

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.