What are the responsibilities and job description for the Information Technology Support Engineer position at FTS, Inc.?
FTS in partnership with a leader in the financial services industry is looking for a Senior Support Engineer to join their growing team! The Senior Engineer is responsible for supporting and maintaining a wide range of IT systems, leveraging hands-on experience and expertise across various technologies. Key responsibilities include providing support for desktops, laptops, printers, peripherals, mobile devices, and audio/visual equipment in conference rooms. The role also involves assisting with basic networking, onboarding and offboarding processes, and managing systems such as Windows OS, Active Directory, Azure, Intune, device imaging, softphones (e.g., Five9), and Microsoft 365.
**This role is onsite 5x a week in the downtown area!**
Responsibilities:
- Continuously seek opportunities to automate and streamline processes by leveraging existing tools or identifying and recommending new solutions as appropriate.
- Serve as a point of escalation for complex technical issues, providing guidance and mentorship to junior team members in resolving high-impact incidents.
- Uphold high standards of customer service and maintain accountability for consistently meeting or exceeding those expectations.
- Apply IT best practices wherever feasible to promote repeatable, efficient, and consistent operations.
- Lead and coordinate IT projects as needed, including tasks such as PC upgrades, printer replacements, and network device installations.
- Develop and maintain reports or dashboards to track team performance, monitor workloads, and identify trends for proactive issue resolution.
Qualifications:
- Strong customer service focus, dedicated to resolving issues quickly while ensuring a positive and professional experience for end users.
- Proven ability to analyze and resolve problems effectively, even in high-pressure or time-sensitive situations.
- Demonstrated excellence in delivering customer support across various channels—including in-person, written, and phone communication.
- Exceptional communication skills, with the ability to clearly convey complex technical concepts to both technical and non-technical audiences, including executive-level stakeholders.
