Job Description

Technical Support Engineer

The Support Engineer plays a critical role in delivering Tier two and three level support and mentoring junior staff within a nationally distributed financial services organization. This role serves as the escalation point for complex technical issues and contributes to strategic initiatives that improve support operations, user experience, and technology adoption. The ideal candidate is a seasoned IT professional with strong technical acumen, leadership capabilities, and a passion for service excellence.

Responsibilities:

• Resolve escalated hardware, software, and network issues with precision and speed. Perform root cause analysis and implement long-term solutions.
• Guide IT Support Specialists through complex troubleshooting, share best practices, and lead cross-training initiatives across platforms like Salesforce, Workday, and Microsoft 365.
• Analyze support ticket trends and recommend improvements to reduce volume and enhance resolution times. Implement automation and AI-assisted workflows where applicable.
• Lead projects to improve device provisioning, support processes, and end-user experience, with focus on automation and self-service enablement.
• Maintain and optimize asset tracking, license management, and endpoint lifecycle systems with automated reporting.
• Collaborate with Systems Engineering and other IT teams to resolve advanced issues and strengthen infrastructure reliability.
• Lead or support technology rollouts, including new applications, endpoint imaging, and security enhancements.
• Ensure onboarding processes are efficient and consistent, overseeing IT provisioning for new employees.
• Refresh and expand the internal knowledge base, incorporating AI-powered search and self-service capabilities.
• Provide clear documentation, training resources, and quick-start guides for citizen developer and automation scenarios.
• Establish baseline support metrics (ticket volume, resolution time, satisfaction) and deliver weekly reporting on team performance.
• Maintain and refresh internal knowledge base articles, troubleshooting guides, and citizen developer quick-start documentation.

Key Deliverables:

• Implement and measure impact of one AI-powered enhancement (such as automated ticket triage or AI-assisted troubleshooting workflows) to improve response speed or user satisfaction, with documented success metrics and team training plan.
• Design and deliver cross-training schedule for IT Support specialists in Salesforce, Workday, and Microsoft 365, including competency assessments and certification pathways.
• Lead comprehensive refresh of BWE's internal knowledge base, ensuring it reflects current systems and processes while incorporating AI-powered search and self-service capabilities.
• Create citizen developer support documentation and quick-start guides for common IT automation scenarios, with clear governance boundaries.
• Analyze support ticket patterns over 90 days and provide formal recommendations for reducing volume or improving resolution times, including specific process improvements.
• Establish baseline support metrics (ticket volume, resolution times, user satisfaction) and implement weekly reporting to track team performance and identify automation opportunities.

Minimum Qualifications:

• 3+ years of IT support experience with demonstrated success resolving complex technical issues.
• Strong proficiency with macOS, Windows, and mobile device environments.
• Experience in financial services or other regulated industries preferred.
• ITIL Foundations Certification (preferred at hire, required within 6 months).
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• Proficiency in Microsoft 365, Teams, Adobe Acrobat, Azure AD/Entra, and endpoint management tools.
• Experience with ticketing systems (e.g., FreshService) and the ability to manage concurrent priorities.
• Familiarity with network protocols, endpoint security, and remote support tools.
• Excellent communication and documentation skills for non-technical audiences.

Preferred Qualifications:

• Experience implementing AI-powered support tools and automation strategies.
• Familiarity with Salesforce, Workday, SharePoint, and other enterprise platforms.
• Ability to lead small technical projects and mentor junior staff.
• Exposure to project management and cross-functional IT initiatives.

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