Systems Engineer

Rockefeller Capital Management • New York, NY

10h • $125,000 - $140,000 • Onsite

About The Position

The Technology team is seeking an individual who can work onsite at our Corporate Headquarters location, has a deep expertise in serving clients, and is passionate about advances in Information Technology. The Systems Engineer will provide on-site white glove service support services, hardware and software installation, moves, configuration, and problem resolution in a Microsoft Entra environment. This individual will respond to, diagnose, and troubleshoot problems through tools, analysis, and discussion with users to restore service and/or identify and correct problems, and will closely interact and offer support with end-users at all levels of the organization both in person and via remote access support tools. The ideal candidate will possess a motivational commitment to excellence, offer a personal approach to service, enjoy being challenged, and is dedicated to pursuing growth and learning.

Requirements

• 3+ years of experience providing end-user deskside support, with a focus on as many of the following technologies as possible:
• Microsoft web technologies (Entra, Exchange Online, Endpoint Manager / Intune, WVD, Defender, etc.)
• Microsoft 365 (All E5 Tools and Applications)
• Zoom Phone, Meetings or similar VOIP management experience
• General Hardware Support (Desktop/Laptop, Mobile Device)
• Expert working knowledge of Windows platforms, focused on Windows 10 and 11.
• Solid understanding of Networking – TCP/IP, Remote Connectivity, Wi-Fi solutions.
• Ability to understand and explain complicated technical concepts to non-technical end-users to promote their knowledge of their technology tools.
• Ability to gain an understanding of the end-user’s problems and deliver solutions and recommendations to solve quickly and proactively.
• Must have excellent communication, documentation, and interpersonal skills.
• Must be able to interface appropriately with multi-million-dollar producers and ultra-high net-worth clientele in our Headquarters.
• Self-starter with the ability to solve complex problems and innovate where needed with unique solutions.
• Must have excellent time management, prioritization, communication, and customer service skills.
• Ability to work independently with minimal supervision.
• Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues.
• Experience utilizing remote support tools for end-user support; diagnostic and repair.
• Ability to troubleshoot and configure end-user mobile devices i.e., smart devices, iOS, and Android devices.

Nice To Haves

• Prior experience supporting Managing Directors and C-Suite Level executives in a corporate financial institution, highly preferred.
• MacOS support experience a strong plus.
• ServiceNow, ITSM or other major Ticketing System experience a strong plus.

Responsibilities

• Provide advanced, L2/L3 support to end-users for Microsoft Entra, Exchange Online, SharePoint, OneDrive, Office 365, PC hardware, operating systems, software applications, peripherals, installations, and device management.
• Provide advanced degree of technical support to customers on operational or maintenance aspects of system equipment and serves as client contact on technical and service-related problems.
• Diagnose and repairs mechanical, hardware, software, and system failures using established procedures.
• Act as the primary provider of technical support to users for hardware, OS, and application issues for all end-users, including Executive Level clients.
• Monitor and update Service Desk incident tracking tickets via ServiceNow for issue response and resolution.
• Function as primary point of contact and communication with end-user from assignment of ticket to successful resolution of issue.
• Work with various automated and manual build and imaging methodologies.
• Perform installations, moves, software and hardware additions and changes to end-users IT equipment.
• Advanced research of client issues and effectively resolve.
• Interact with resolver groups to diagnose and resolve problems when possible.
• Document processes and procedures for self-help and for informational troubleshooting for other resolver groups.
• Perform end-users adds, changes, deletions and account/MFA/password resets in Entra.
• Support end-user mobile smart devices i.e., iPad, iPhones, and Android devices.

Benefits

• Rockefeller Capital Management offers a comprehensive benefit package including health coverage, vacation time, paid leave, retirement plan, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed