IT Support Engineer

Information Technology San Jose, California


Sr. IT Support Engineer


Job Description: 


Reporting to the IT Support Manager, US Sr. IT Support Engineer is responsible for providing L1-L3 user support enterprise-wide. The primary objective of this role is to ensure users’ computing issues are resolved in an efficient and timely manner to give the best possible customer experience.

Responsibilities and duties:

  • Deploy and support end user PCs, workstations, desk and mobile phones (both software and hardware level) as part of the worldwide IT support team
  • Provide end user training on supported applications: Windows Operating systems, Microsoft Office Suite, WebEx, Video Conferencing, VOIP Phones and any other IT related applications, functions and devices.
  • Maintain and troubleshoot Active Directory services such as, Group Policies, DNS, DHCP
  • Troubleshoot and Support MFP Printers – including end user and network/infrastructure (print servers)
  • Support and troubleshoot cloud-based collaboration tools and meetings – WebEx, Zoom, RingCentral, etc.
  • Troubleshoot and resolve network and end user computing issues both software and hardware
  • Provide support to Windows Servers, patching and setup
  • Capable of using and managing Systems Management, such as: Symantec Altiris, SCCM or MS Intune
  • Assist with MDM and troubleshooting mobile devices (Airwatch)
  • Perform IT Procurement with vendors and Mobile Device Management with Network Control
  • Assist with communication of major outages to customers and coordinate with IT Team to ensure services are restored properly
  • Support corporate IT projects with Support and Infrastructure Teams




  • 5+ years of desktop support experience
  • Must be able to complete small to moderate projects with minimal supervision
  • Familiar with providing end user remote support
  • Ability to troubleshoot TCP/IP networking issues and services
  • Knowledge of the Microsoft Windows products – Operating Systems, Office Suite, etc.
  • Experience with collaboration services such as VOIP phones, video conferencing and WebEx
  • Experienced in Active Directory and Office365
  • Knowledgeable with VCenter and other virtual technologies
  • Excellent problem-solving skills and self-driven
  • Exemplary customer service
  • Very good verbal and written communication skills




A degree in a computer-related field or equivalent technical training and work experience in a Windows desktop and server environment