Sr. Support Engineer

Ness Digital Engineering•San Jose, CA

15h•Onsite

About The Position

You’ll be the frontline expert solving user issues, managing escalations, and ensuring high availability of workplace technology. This role ensures tickets are resolved efficiently and user experience remains exceptional. Supporting C-level executives and VIPs. This role ensures reliable, discreet, and highly responsive service for time-sensitive or sensitive tech needs, in person and remote.

Requirements

5+ years in IT support, preferably in investment or financial environments
Strong understanding of Windows/MAC OS, hardware lifecycle and deployment, imaging, networking, AD, O365, Entra ID, AV conference rooms, MDM, Powershell, ticketing systems
Passion for improving user experience and supporting high standards
Reliable, hardworking, and moldable member of a team

Responsibilities

Resolve IT tickets related to applications, devices, access, and infrastructure.
Provide proactive, high-discretion support for executives’ issues and requests.
Escalate complex issues to L3 or engineering teams as needed.
Document recurring fixes and contribute to the support knowledge base.
Analyze support trends to recommend automation or process improvements.
Provide incident response and root cause analysis when required.
Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up.
Perform remote and on-site support using efficient troubleshooting methods.
Test and deploy hardware/software for new setups, break-fix, and MAC tasks.
Deliver white-glove customer service across all support channels.
Proactively engage users to identify and resolve potential issues early.
Follow up to ensure user satisfaction and issue resolution.
Maintain and update internal and customer-facing documentation.
Track and log issues thoroughly in the service management system.
Identify recurring problems, propose solutions, and test new technologies.
Lead end-user technology projects including migrations, deployments, and new tool rollouts.