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Job Title Senior Support Engineer
Location: New York
State New York
Date Posted: 5 Feb 2020
Position Description:

Rose Associates has an opportunity for an energetic, creative problem solver to join our team as a Senior Support Engineer.  Our Senior Support Engineer will not only identify solutions for our most difficult user problems, but also dedicate most of his/her time to improving our systems, including 2020 projects like Migrations to Office 365, Implement new VoIP solution, cloud migration strategy, Build out and Support site offices, network analysis and monitoring. Experience with new and emerging technology will be essential for the successful candidate for this role. 
 
The Senior Support Engineer will be essential to solving those technology issues that don’t have easy solutions.  The successful candidate will reap the benefit of being the “go to” person for the most challenging IT issues, earning the appreciation of a grateful employee client base.  He or she will identify, research and resolve only the most complex technical problems involving computers, applications, systems, devices, access and hardware.  The expectation is that these challenging issues will only take up 30% of the Level II Support Engineer’s day, leaving substantial blocks of time to focus on systems improvement, from identifying a need, to recommending the improvement, technical design, planning, implementation, and the highest level of performance tuning endpoints.

Essential Responsibilities:

• Serves as a technical expert in the area of Desktop/Endpoint management

• Helps develop, document, communicate, and enforce end user and computer policies

• Is responsible for the installation and configuration of new end user software and hardware.

• Plan ahead for necessary hardware or software upgrades to support growth.

• Manages Moves/Adds/Changes in Active Directory

• Manages Group Policy as it relates to the end user computing environment 
 
• Provides support with escalated help desk requests.

• Mentors team members and educates users. 
 
Operating Environment: Windows 10, Active Directory, AzureAD, Office365, Okta, Mimecast, Bomgar, Zoom, ZenDesk, Crestron, ShoreTel VoIP, Meraki, Jamf 

Qualifications and Competencies:

Minimum

• Bachelor’s Degree

• 3-5 years of managing a Windows 10 desktop environment

      o Windows Imaging using WDS/MDT or similar

      o Active Directory, Group Policy

      o Microsoft Intune, PDQ or similar

• 3 years’ experience in providing resolution to escalated support requests

• Scripting experience, PowerShell

• Experience Supporting Conference Rooms, Zoom, Crestron, PolyCom

• Experience with VoIP, preferably ShoreTel

• Understanding of network related concepts, like subnetting, firewalls and switches 
 
Personal Characteristics:

• Self starter, team player, effective communicator, transparent and organized

• Project management skills

• Loathe the idea of doing the same thing more than once.  Automate where and whenever possible 

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