IT Support Engineer

3 Minutes ago • 2 Years + • IT & Infrastructure

Job Summary

Job Description

The IT Support Specialist coordinates, diagnoses, and troubleshoots employee technical issues, providing support for desktop, laptop, and network services. They ensure prompt resolution or escalation, advocating for the customer by directing issues to appropriate technical personnel. Responsibilities include keeping stakeholders informed, contributing to SOPs, and providing third-tier IT support. The role involves resolving software, hardware, and network issues, assisting new hires, and maintaining IT equipment and inventory. They also contribute to best practices and system improvements.
Must have:
  • Coordinate, diagnose, and troubleshoot incoming employee issues.
  • Assist employees with technical challenges and IT issues (desktop, laptop, network).
  • Ensure prompt resolution or escalation of issues.
  • Advocate for customers by directing matters to appropriate technical personnel.
  • Keep management and end-users informed with case status updates.
  • Contribute to development, documentation, and implementation of standard operating procedures.
  • Provide third tier IT support, resolving moderate to complex problems and tickets.
  • Respond to escalated employee issues and incidents proactively and timely.
  • Complete tasks and projects supporting IT operations.
  • Resolve software, hardware, and network/802.1x issues.
  • Identify quality and reliability issues in maintained systems.
  • Tackle distributed system debugging, incident response, and reverse-engineering tasks.
  • Assist new hires with set-up, IT tools, and best practices.
  • Support business with integration and provisioning, ensuring best practices.
  • Assist in identifying, defining, and documenting best practices for system installation, configuration, troubleshooting, and monitoring.
  • Seek input from teammates and outside experts on systems and feature design.
  • Identify key gaps in automation and tooling functionality.
  • Execute on key deliverables requiring off-hour support or tasks.
  • Assemble workstations, including mechanical standing desks.
  • Unbox and organize inventory items.
  • Receive and organize inventory while maintaining tracking system.
  • Install IT equipment, including TVs.
  • Maintain a clean & safe work environment.
  • Support new hires and junior team members with development.

Job Details

Job Summary:

The IT Support Specialist takes charge of coordinating, diagnosing, and troubleshooting incoming employee issues. Offering support services, they assist employees facing technical challenges and information technology issues encompassing desktop, laptop, or network services. Ensuring prompt resolution or escalation, when necessary, they advocate for the customer by directing matters to the appropriate technical personnel. Additionally, they keep management and end-users informed with case status updates and contribute to the development, documentation, and implementation of standard operating procedures and customer service guidelines relevant to IT support.

Responsibilities:

  • Provides third tier IT support to employees and business resolving moderate to complex problems and tickets as a member of the Help Desk Team.
  • Responds to escalated employee issues and incidents in a proactive, timely fashion.
  • Completes tasks and projects supporting IT operations in delivering systems and features that provide significant value.
  • Resolves any software, hardware, and network/802.1x issues.
  • Identifies quality and reliability issues in systems they maintain.
  • Tackles distributed system debugging, incident response, and reverse-engineering tasks.
  • Assists new hires with set-up, IT tools, and best practices.
  • Supports the business with integration and provisioning ensuring best practices are followed.
  • Assists in identifying, defining, and documenting best practices for system installation, configuration, troubleshooting, and monitoring.
  • Seeks input from teammates and outside experts on systems and feature design.
  • Identifies key gaps in automation and tooling functionality that will drive significant improvement in systems.
  • Executes on key deliverables for the business that require off-hour support or tasks.
  • Assembles workstations including mechanical standing desks.
  • Unboxes and organizes inventory items.
  • Receives and organizes inventory while maintaining inventory tracking system.
  • Installs IT equipment inclusive of TVs.
  • Maintains a clean & safe work environment.
  • Supports new hires and more junior team members with development to become more proficient over time.

Required Skills:

  • Knowledge of Intune and JAMF administration.
  • Knowledge of Azure active directory.
  • Experience with Microsoft Windows operating systems, Microsoft Office Products, and MAC.
  • Experience with networks, firewalls/security, and operating systems.
  • Self-motivated and self-organized.
  • Ability to troubleshoot first tier computer hardware and software issues.
  • Strong computer skills, including proficiency in Microsoft Office.
  • Excellent attention to detail and strong documentation skills.
  • Outstanding verbal and written communication skills.
  • Strong organizational and interpersonal skills.
  • Exceptional problem-solving abilities.
  • Collaborates well with other teams.
  • Fluency in French and English

Education & Experience:

  • Degree in information technology or certifications in CompTIA A+, Udemy IT Help Desk Professional, Microsoft IT Support, Apple Support.
  • 2+ years of relevant experience.

Don’t meet every single requirement?

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with the job description, we encourage you to still apply! You may be just what we're looking for.

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About The Company

Clearwater Analytics (NYSE: CWAN) is the leading provider of web-based investment portfolio accounting, reporting, and reconciliation services for institutional investors at thousands of organizations.


Clearwater aggregates, reconciles, and reports on more than $6.4 trillion in assets across thousands of accounts daily. Our clients include corporate treasuries, insurance companies, investment managers, banks, governments, and other institutional investors both in the United States and worldwide.


For more than a decade, we have leveraged web-based software and world-class client service to help clients such as American Family Insurance, Arch Capital, C.V. Starr & Co., Cisco, Facebook, Oracle, Selective Insurance, Sirius Group, Sompo International, Starbucks, WellCare Health Plans, Wilton Re, and many others, streamline their investment and accounting operations. Clearwater also works with hundreds of custodians, investment managers, dealers/brokers, and electronic trading portals who offer Clearwater to their many clients.


With global headquarters in Boise, Idaho, and offices in Edinburgh, Frankfurt, London, New Delhi, New York, Paris, Seattle, Singapore, and Washington D.C., Clearwater sets the new global standard for investment portfolio reporting.

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