Sr IT Support Systems Administrator

Do you want to join a team where your contributions and opinions matter?

If you are successful, then we are! We believe our employees are the key to success and continued growth. Join our team of dedicated technologies that love having a work-life balance.

The Sr IT Support Specialist will provide onsite support (3-5 days) to the Executive Staff and Investment employees of the company. This position will be responsible for end-to-end troubleshooting of end user application and system issues. It requires a broad knowledge of applications and IT systems with a foundation in networking, packet analysis, and troubleshooting with logs. Customer service and communications skills are required to work with both end users and well as level 3 IT engineering staff.

Location: On-site in San Francisco, CA

Responsibilities:

• Work closely with a colleague in a paired arrangement for support of Executive and Investment staff.
• Provide strong analytical and technical skills to systematically resolve issues related to workstations, virtual machines, laptops, mobile devices.
• Identify possible causes of issues, develop a troubleshooting plan, diagram systems and scenarios, gather and analyze results, adjust plan, accordingly, provide written updates, resolve incidents, and work with IT for solutioning for problem.
• Identify and collaborate on needed instrumentation, testing, and other environments to enable fast fault isolation, identif ication, and incident resolution.
• Provide end-to-end support to resolve issues with authentication, certificates, Active Directory group policies, Networking issues, packet capture, application/system log aggregation, and more.
• Persistence and ownership in working with Level 3 engineering staff and vendors to resolve complex difficult to solve performance issues.
• Continuously improve reliability, availability, and performance for optimal end user experience.
• Work effectively independently as well as collaboratively with a local or remote team.
• Understand and communicate the urgency of all issues as appropriate.
• Document issues/problems and solutions for both IT team members and end users.
• Adhere to IT processes, escalation, change management, etc.
• Be available as on-call support as needed.

Basic Qualifications

• 2-5 years network operations or network engineering experience including Wi-Fi and VPN, Firewalls, and Proxies.
• 2-5 years relevant technical and functional experience in a Windows desktop and server-based environment.
• 5 years of experience supporting Windows workstations and laptops.
• 5 years of experience providing technical support and demonstrating career growth.
• 1-2 years of technical lead experience.
• Experience in customer-facing positions and regular exposure to executive level employees.
• Strong fundamental understanding of multiple IT technical domains.
• Strong Knowledge of troubleshooting and diagnostic tools logging, and packet or application flow analysis.
• Strong knowledge of AD/Windows Server infrastructure support.

Required Qualifications

• Financial Industry experience is preferred
• Strong diagnostic and troubleshooting skills to restore immediate use of systems.
• Packet analysis Wireshark or similar tools
• Experience analyzing logs and working with vendors on issues
• Working knowledge of video conferencing technologies such as Webex, Zoom and Microsof t Teams.
• Strong familiarity with desktop security products.
• Strong understanding of Active Directory Administration.

Preferred Qualifications

• Strong understanding of virtual desktops using vSphere, Horizon Client.
• Support for Lenovo Desktops & Laptops, MSFT Surface, iPhones, iPads.
• Microsoft Configuration Manager (formerly SCCM), and Microsoft Endpoint Management.
• Experience with MDM systems such as Microsoft Intune.
• Experience with MFA such as RSA and MS Authenticator.
• Functional knowledge of one or more IT infrastructure fundamentals (e.g. basic networking skills, server, email, SSO, mobile devices, and identity and access).

Perks of working with our Client:

• Inclusive culture, providing a great work/life balance
• Cigna Health benefits, Medical, dental & vision coverage for employee
• PTO
• 401K Match
• Educational benefits for trainings, conferences, certifications, etc.