IT Support Engineer

Rose Associates has an opportunity for an energetic, creative problem solver to join our team as a Support Engineer. The successful candidate will be an integral part of our Information Technology (“IT”) help desk support team, serving as the “face” of IT for almost 200 colleagues. Our Support Engineers ensure maximum productivity of end users by reducing IT downtime to minimum levels.

Our 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 such as Migrations to Office 365, Implementation of 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 expectation is that these challenging issues will only take up approximately 75% of the 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.

Client Support

·Provide first-level contact and problem resolution for users with hardware and application problems and escalates problems as appropriate.

·Accurately document incident and service requests within ZenDesk, the service management platform.

·Assist in purchase and inventory of all technology equipment.

·Prepare and configure computers, phones, printers and other equipment as needed.

·Maintain in-depth knowledge of support desk supported products and systems.

·Provide basic training to all new employees on hardware and applications.

·Review and update documentation on the IT Support Portal.

·Evaluate current configuration and processes and develop documentation and SOP’s.

·If necessary, liaise with third-party support and PC equipment vendors.

·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.

Position may be required to perform duties outside their normal responsibilities as needed and when requested.

Qualifications:

Minimum Required Skills:

·Associates degree in related field or equivalent experience

·Strong communication, organizational, multi-tasking and active listening skills

·Shows initiative, a strong desire to learn and is a quick starter who can act independently to solve problems

·Ability to evaluate endpoint computing solutions including mobile devices, laptops, desktops and peripherals

·Experience in security and compliance focused enterprise

·Proven success in leveraging automation and scripting tools to deliver efficient and secure results

·Proven analytical and creative problem-solving abilities

·Strong Best-Practice Security and Compliance standards focus

·Ability to work individually and in a team-oriented, collaborative environment

Strongly Preferred Technical Skills:

·3+ years’ experience in providing resolution to escalated support requests

·3+ years of managing a Windows 10 desktop environment

·A+ and NET+ certifications

·Expert knowledge of Windows 10 troubleshooting

·Strong aptitude in OS repairs, spyware and virus removal, and software installation

·Understanding of the core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, DFS, Folder Permissions and Group Policies.

·Experience Supporting Conference Rooms, Slack, Zoom, Crestron, PolyCom

·Experience with VoIP, preferably ShoreTel

·Experience with Cloud solutions including O365, Azure, Box and Okta

·Strong understanding of Identity and Access Management solutions such as Okta, Azure AD, and SAML

·Knowledge of or experience with scripting, including PowerShell, Python, VB, Bash etc.

Preferred Skills:

·Experience working within a real estate company

·Experience at an MSP

·ITIL Certification

·Jamf Cloud administration. Concentrating on system development, integration, image creation/deployment, and device policies. Including OKTA, LDAP and Active Directory Integration

·Understanding of DEP, Volume Purchasing Programs, Apple Business Manager and integration with Jamf and Nomad/JamfConnect

·Microsoft 365, Intune

Rose Associates is committed to being the premier multi-family real estate firm in the New York metro market. We are dedicated to creating real estate asset value and building enduring relationships. We strive to deliver an exemplary living experience for our residents at every property, every day. We aspire to continually improve, as individuals and as a firm, through a corporate culture that fosters respect, collaboration and professional growth.