IT Support Engineer (Hybrid)
About The Position
A day in the life of an IT Support Engineer at MetLife Legal Plans: Hybrid role 3 days a week in office. 9 am to 6 pm PST Monday thru Friday. We are seeking a highly motivated, innovative, customer-focused individual to join our IT Service Delivery team. The IT Support Engineer will be responsible for the administration of our M365 environment, with a specific emphasis on Teams, SharePoint, and Entra. They will also provide Tier-3 technical support for our IT Service Desk technicians, acting as an escalation point for complex IT issues and coverage of our Service Desk. The IT Support Engineer will be responsible for documenting solutions and drafting SOPs to enhance team productivity. This role will also share a responsibility for managing Employee Onboardings, Offboarding’s, and Role Changes to ensure all work is completed correctly and in a timely manner. The Support Engineer will also work closely will the broader IT Operations team to analyze data to identify issues, create and implement solutions, and automate workflows to increase operational efficiency. The successful candidate will have a passion for technology, excel at working at a fast pace, have excellent problem-solving and communication skills, a customer-focused mindset, and enjoy creating innovative solutions for our users.
Requirements
- Associate’s Degree in Information Technology or related field, Certifications (CompTIA A+, Microsoft Certified Professional, etc.), or 3-5 years of IT Support experience, including Service Desk
- Strong proficiency with Windows systems
- Experience with Linux/Mac systems
- Understanding of network concepts, technologies, and troubleshooting methodologies
- Excellent communication skills, both verbal and written
- Ability to multitask and prioritize effectively in a fast-paced environment
- Customer-focused attitude and strong problem-solving skills
Nice To Haves
- Advanced knowledge of Microsoft Teams, including voice routing, security, and compliance features
- Configuration and maintenance of policies, settings and packages within the Microsoft 365 ecosystem
- Overseeing Service Desk operations, especially onboarding and offboarding internal employees
- ITIL experience in a modern Service Desk ticketing tool (FreshService or similar)
- 3-5 Years IT Support experience, including Service Desk support.
Responsibilities
- Day to day administration of MLP’s M365 environment, with an emphasis on SharePoint, Teams, and Entra.
- Provide Tier-3 technical support to users via phone, Microsoft Teams, email, or in-person
- Help Troubleshoot hardware and software issues, diagnose problems, and provide effective solutions
- Oversee New Hire Onboarding, employee offboarding, and role changes.
- Prepare, deploy, maintain, and lifecycle hardware in the office and given to users
- Maintain an inventory of hardware and software assets at various work locations
- Provide technology training to users on how to use common applications, systems, and services
- Assist with the development, implementation, and deployment of software and system updates
- Create, publish, and maintain knowledge articles and self-help guides
- Collaborate with other IT Operations and Technology Engineering team members to resolve complex issues
- Advanced knowledge of Microsoft Teams, including voice routing, security, and compliance features
- Configuration and maintenance of policies, settings and packages within the Microsoft 365 ecosystem
- Promote innovative solutions to internal clients regarding Microsoft Productivity offerings
- Take ownership of issues and requests through resolution or escalation.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
