Provides white-glove IT support for executives and end users, resolving application, device, access, and infrastructure issues. Responsibilities include ticket management, escalation, incident response, root cause analysis, hardware and software deployments, troubleshooting, documentation, knowledge-base maintenance, trend analysis, and leading migrations, rollouts, and other end-user technology projects. The role is onsite five days weekly with shifting hours and requires support across service desk, remote, phone, Teams, email, and walk-up channels.
Job Description: Sr. Support EngineerLocation: No RemoteExperience: 5+ YearsReports to: Regional Head - West CoastWork hours: 6:00 AM to 5:00 PM PT (Work in Shifts) [During training, timings will be from 8:00 AM to 5:00 PM. Post training, expectation is for the consultant to be flexible to a slightly earlier start. The expectation is 5 days a week, on-site.]Summary:
• You’ll be the frontline expert solving user issues, managing escalations, and ensuring high
availability of workplace technology. This role ensures tickets are resolved e iciently and
user experience remains exceptional.
• Supporting C-level executives and VIPs. This role ensures reliable, discreet, and highly
responsive service for time-sensitive or sensitive tech needs, in person and remote. Reasonability:
• Resolve IT tickets related to applications, devices, access, and infrastructure.
• Provide proactive, high-discretion support for executives’ issues and requests.
• Escalate complex issues to L3 or engineering teams as needed.
• Document recurring fixes and contribute to the support knowledge base.
• Analyze support trends to recommend automation or process improvements.
• Provide incident response and root cause analysis when required.
• Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up.
• Perform remote and on-site support using e icient troubleshooting methods.
• Test and deploy hardware/software for new setups, break-fix, and MAC tasks.
• Deliver white-glove customer service across all support channels.
• Proactively engage users to identify and resolve potential issues early.
• Follow up to ensure user satisfaction and issue resolution.
• Maintain and update internal and customer-facing documentation.
• Track and log issues thoroughly in the service management system.
• Identify recurring problems, propose solutions, and test new technologies.
• Lead end-user technology projects including migrations, deployments, and new tool rollouts. Requirements:
• 5+ years in IT support, preferably in investment or financial environments
• Strong understanding of Windows/MAC OS, hardware lifecycle and deployment, imaging,
networking, AD, O365, Entra ID, AV conference rooms, MDM, Powershell, ticketing systems
• Passion for improving user experience and supporting high standards
• Reliable, hardworking, and moldable member of a team
• You’ll be the frontline expert solving user issues, managing escalations, and ensuring high
availability of workplace technology. This role ensures tickets are resolved e iciently and
user experience remains exceptional.
• Supporting C-level executives and VIPs. This role ensures reliable, discreet, and highly
responsive service for time-sensitive or sensitive tech needs, in person and remote. Reasonability:
• Resolve IT tickets related to applications, devices, access, and infrastructure.
• Provide proactive, high-discretion support for executives’ issues and requests.
• Escalate complex issues to L3 or engineering teams as needed.
• Document recurring fixes and contribute to the support knowledge base.
• Analyze support trends to recommend automation or process improvements.
• Provide incident response and root cause analysis when required.
• Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up.
• Perform remote and on-site support using e icient troubleshooting methods.
• Test and deploy hardware/software for new setups, break-fix, and MAC tasks.
• Deliver white-glove customer service across all support channels.
• Proactively engage users to identify and resolve potential issues early.
• Follow up to ensure user satisfaction and issue resolution.
• Maintain and update internal and customer-facing documentation.
• Track and log issues thoroughly in the service management system.
• Identify recurring problems, propose solutions, and test new technologies.
• Lead end-user technology projects including migrations, deployments, and new tool rollouts. Requirements:
• 5+ years in IT support, preferably in investment or financial environments
• Strong understanding of Windows/MAC OS, hardware lifecycle and deployment, imaging,
networking, AD, O365, Entra ID, AV conference rooms, MDM, Powershell, ticketing systems
• Passion for improving user experience and supporting high standards
• Reliable, hardworking, and moldable member of a team
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What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
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- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
