Senior Support Engineer

Analysis Group•Boston, MA

5d•Hybrid

About The Position

Analysis Group is one of the largest international economics consulting firms, with more than 1,500 professionals across 15 offices in North America, Europe, and Asia. Since 1981, we have provided expertise in economics, finance, health care analytics, and strategy to top law firms, Fortune Global 500 companies, and government agencies worldwide. Our internal experts, together with our network of affiliated experts from academia, industry, and government, offer our clients exceptional breadth and depth of expertise. The Senior Support Engineer resolves complex endpoint, collaboration, identity, and enterprise technology issues while supporting operational improvement and end-user experience in a fast-paced, collaborative professional services environment. A successful Senior Support Engineer will be one who doesn’t hesitate to take on the more difficult tickets that come in on a day to day basis, finding a resolution and making sure the other Support Engineers on the team are able to handle those issues if they come in again.

Requirements

Minimum of 4 years of substantive relevant experience required.
Experience in enterprise IT support with ITSM platforms.
Experience supporting and troubleshooting Microsoft Windows 11 Enterprise, Microsoft 365 applications including Teams, Outlook, OneDrive, and SharePoint, as well as desktops, laptops, and printers in a corporate environment.
Experience supporting mobile devices, including iOS and Android, in both MDM and BYOD enterprise environments.
Experience with endpoint management technologies including Intune and Autopilot.
Experience supporting Active Directory and Azure AD environments.
Familiarity with enterprise security tools including CrowdStrike, Netskope, Defender, Mimecast, or similar technologies.
General WAN/LAN/wireless networking knowledge including TCP/IP, DNS, DHCP, and VPN connectivity.
Familiarity with VoIP phone systems.
Experience supporting remote and hybrid workforce users.
Familiarity with ticketing systems.
Working knowledge of virtual environments and cloud platforms including Azure.
Strong interpersonal, analytical, and problem-solving skills with a customer service orientation.
Highly self-motivated and directed, with keen attention to detail and a strong sense of ownership and accountability.
Excellent communication skills including verbal, written, and telephone etiquette.
Ability to communicate ideas in both technical and user-friendly language and translate technical issues into business impact.
Ability to prioritize and execute tasks in a high-pressure, fast-paced environment.
Ability to comprehend and adhere to applicable data privacy practices and laws.
Ability to work in a team-oriented, collaborative environment and effectively manage stakeholder relationships.
An inclusive and growth-oriented mindset, strong interpersonal skills, and an ability to work across differences.
To the extent permitted by applicable law, eligible candidates must be authorized to work in the United States without sponsorship or restriction, now and in the future.

Nice To Haves

Bachelor’s Degree preferred.
An ideal candidate will have 5-7 years of substantive relevant work experience.
Relevant technology certifications are a plus.
Familiarity with Concordance, SAS, STATA, ACE, or similar research and analytical products is a plus.

Responsibilities

Resolve escalated network, desktop, phone hardware and software issues.
Support and maintain user account information including access permissions, and security groups.
Maintain thorough and accurate documentation of ticket status and resolution.
Configure and install PCs, network printing devices, peripherals, and software.
Provide desk-side technology support to professionals at all levels of the organization.
Manage end point health using remote administration and remote desktop tools.
Ensure end user devices are in compliance with firm policy.
Operate, maintain, and troubleshoot complex audio/visual equipment and presentation hardware.
Train employees on audio/visual capabilities.
Create and maintain documentation for system configuration, processes, and service records.
Provide orientation and training to end users for all modified and new systems.
Provide training, guidance, support, and mentoring for colleagues.
Lead technology operations activities.
Manage the ticketing system queue with the Service Desk Manager.
Work with vendors to repair equipment and troubleshoot issues.
Implement new and upgraded products as required.
Identify and implement process and efficiency improvements.
Provide end user support for the Virtual Technology platform.
Software and asset inventory.
On-call/after-hours support will be required. Scheduling is based on staffing.
Other tasks as assigned.