Senior Support Engineer at IntelyCare

Senior Support EngineerAt IntelyCare, purpose matters! We are changing the future of healthcare by changing the future of work for nurses. We’ve built our mission-driven company on the idea that nursing professionals deserve better and when they are happy, patient care is elevated, and our healthcare systems thrive. Through our easy-to-use app and platform, nursing professionals get the pay, freedom, and flexibility they deserve while our partnered facilities get access to nursing resources when and where they need them.  IntelyCare is seeking a Senior Support Engineer to join the Corporate IT team.  The ideal candidate is proficient in Microsoft Windows, Mac OS, Microsoft Azure AD, Microsoft O365, and computer hardware as well as a desire to keep abreast of new technologies. 

Essential Duties & Responsibilities

Work with managed services and serve as the highest level of escalation for technical support and incident management functions 

Perform pro-active planning and provide recommendations on areas of improvement 

Run and support Corporate IT projects 

Maintain operating environment for both Windows and Mac OS 

Maintain, and troubleshoot all standard productivity software (Microsoft O365 / Office Suite, Microsoft SharePoint, Slack, Microsoft Teams, Zoom, etc.) 

Diagnose, troubleshoot, and repair computing hardware, peripherals, and office printers 

Maintain and troubleshoot collaboration and A/V equipment and applications such as Zoom, Slack, and Microsoft Teams 

Monitor support tickets to ensure they are being completed in a timely manner 

Participate in troubleshoot security-related issues 

Ensure Windows and Mac laptops are being patched according to schedule, virus definitions are up-to-date, and work with managed services to perform remediations when necessary 

Maintain and keep documentations for the environment up to date 

Assist with network device troubleshooting and configurations 

Provide technical trainings for end users 

Qualifications

Bachelor’s degree or equivalent experience preferred in one of the following: Computer Science/Engineering, Information Technology, or a related field 

Minimum of 6 years professional experience in IT or Support Engineering

Advanced knowledge in Microsoft Windows, Mac OS, Azure AD, and Microsoft O365 

Strong knowledge in supporting collaboration applications such as Slack, Microsoft Teams, Microsoft SharePoint, and Zoom 

Excellent communication and interpersonal skills, including the ability to build strong working relationships with end users of diverse personalities and professional backgrounds 

Strong customer service focus including white-glove services 

Strong analytical and problem-solving skills 

Ability to work independently, self-motivate and manage multiple conflicting priorities simultaneously 

Strong hardware, software, and OS troubleshooting skills 

Detail-oriented, strong document skills, and can think outside of the box 

Resourceful and ability to research hardware and software issues in a thorough manner 

The ability and desire to keep abreast of new technologies 

Good project management skills 

Knowledgeable in device management products such as Microsoft Intune and jamf 

Basic network technology knowledge (switches, routers, and wireless) 

Physical Demands

While performing the duties the physical requirements are:  

Constantly reach to use computers, monitors, and other office equipment 

Constantly need to view objects at close and distant ranges 

Constantly communicate with others verbally and in writing 

Frequently required to sit or stand    

This position functions in an office and technical environment and requires fine manipulation and simple grasping to utilize the computer and other standard office equipment. 

Required occasional lifting and transporting of items weighing up to 25 lbs. 

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