Support Engineer

Analysis Group•Los Angeles, CA

6d•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 Support Engineer will sit within the Information Technology Service and Support team which acts as the first point of contact for any technology need or issue. The Support Engineer will work within a fast-paced environment, where collaboration is expected to provide exceptional technical support and customer service for company supported devices, applications, and platforms.

Requirements

Experience supporting and troubleshooting Microsoft Windows 10/11, Microsoft 365 Office Apps, required.
Time-management skills and ability to establish reasonable and attainable deadlines.
An inclusive and growth-oriented mindset, strong interpersonal skills, and an ability to work across differences, and under pressure.
Ability to prioritize tasks based on urgency and importance.
Motivation to learn new skills and technologies.
Strong verbal and written communication skills.
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.
Relevant technology certifications are a plus.
Experience supporting mobile devices (including iOS and Android), desktops, laptops, VMware and printers in a corporate environment preferred.
General knowledge of WAN/LAN/wireless networking, TCP/IP, DNS, DHCP preferred.
Familiarity with VoIP phone systems (Cisco) preferred.
Experience supporting remote users through VPN or SASE preferred.
Understanding of Unix/Linux environment is beneficial.
Available to travel to other AG offices on occasion.

Responsibilities

Deliver excellent customer service in person, by phone, and by email, including desk-side support for professionals at all levels of the organization.
Provide technical support and troubleshooting for laptops, software applications, virtual machines, networks, phones, and audio/video and conferencing, using remote desktop tools as needed.
Manage tickets according to defined expectations, including service level agreements, status updates, and resolution detail, and escalate out-of-scope requests to internal teams following standard procedures.
Create, update, and maintain knowledge base articles and documentation in line with Knowledge Centered Service methodology.
Manage and support Office 365 applications including Outlook, Teams, SharePoint Online, and OneDrive.
Onboard and train new and existing users.
Support and maintain Active Directory objects such as users, security groups, and machines.
Image, configure, and verify laptops and virtual machines to ensure they are ready for deployment.
Follow and support the security team guidelines.
Contribute to technology related projects.
Provide after-hours support as needed.