SC&H Technology is looking for a qualified and experienced Senior IT Support Engineer to join our team and provide technical support and customer service to our clients. You will be responsible for responding to service requests, troubleshooting issues, resolving problems, and escalating complex cases to senior employees.
As a Senior IT Support Engineer, you will need to have a strong technical background and customer service skills. Familiarity with various IT systems, software, hardware, and network protocols, as well as IT frameworks, standards, and methodologies is expected.
Your main goal will be to ensure the smooth and secure operation of our clients’ IT systems and services, ensuring their peace of mind. Additionally, your maintaining of client relationships is pertinent in guaranteeing that SC&H’s core values are upheld. This position is 8 a.m. to 5 p.m. workday with occasional after hours.
Work you'll do:
- Manage support request for multiple clients, assigning tasks and ensuring proper communication and sense of urgency with trouble issues
- Respond to client IT support requests via phone, email, or chat.
- Assist clients in troubleshooting basic IT problems, such as password resets, software. installations, and network connectivity issues.
- Serve as an escalation point for team members for complex issues, providing both resolution and training to team members
- Escalate more complex IT issues to senior staff or specialized teams.
- Perform maintenance and updates to virtual and cloud environments, on-premise servers, and network systems such as WIFI, switches and Firewalls
- Document and track issues using the company's ticketing system or relevant platform, as well as change management logging
- Ensure that team provided routine maintenance and updates to systems are performed properly
- Monitor networks, platforms, and systems for any maintenance needs, or operational efficiency.
- Work collaboratively with other team members to ensure a smooth and efficient IT support experience.
- Conduct periodic system audits and generate reports on performance metrics, anomalies, and suggested improvements.
- Maintain computing equipment including imaging, deployment, troubleshooting, and inventory management.
- Perform onboarding new hires or offboarding of employees.
- Weekly site visits to clients and SC&H offices with a hybrid schedule.
Qualifications:
- Educational Background: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience: 4-6 years of IT support or helpdesk experience, preferably in a co-managed or outsourced setting.
- Familiarity with Microsoft 365, Meraki, or Azure services.
- Certifications: CompTIA A+, Network+, or relevant IT certifications are a plus.
- Strong troubleshooting skills with the ability to diagnose hardware and software issues
- Familiarity with various operating systems (Windows, macOS, Linux) and software applications.
- Strong working knowledge of networking principles, including TCP/IP, DNS, DHCP, and VPNs.
- Hands on experience with various network (LAN, WAN, virtual & cloud (AWS/Azure)) environments
- Demonstrated experience and expertise working in a high volume support environment
- Strong communication skills, both written and verbal, with the ability to explain complex IT issues to non-technical users.
- Exceptional customer service skills and a passion for helping clients succeed.
- Ability to work collaboratively in a team environment and adapt to changing business needs.
- Self-motivated and capable of managing time effectively, especially in high-pressure situations.
ABOUT SC&H
SC&H is a national consulting and financial services firm, home to people who believe in the power of trusted personal relationships. Everyone here shares a passion for driving results — a passion fueled by the genuine connections we forge. Our expert capabilities and exceptional service have shaped the firm’s longstanding reputation for excellence and impressive growth. But it’s the partnerships we foster and success we help deliver that make each day rewarding — for our colleagues, our clients, and our community.
SC&H has been deemed a “best place to work” by Inc., Baltimore Business Journal, Accounting Today, and Inside Public Accounting. In 2022, Inside Public Accounting recognized us as the fastest growing firm for organic growth in the United States. Our success is driven by 11 diverse practices at the intersection of finance, enterprise technology, and accounting, 400 employees, and a client base of rapidly growing startups to world-renowned Fortune 500 companies. This is the place to build lasting professional relationships, grow your skills, and fulfill your potential.
SC&H
Make it Rewarding.
Salary & Benefits
The expected annual base salary for this position is $80,000-$90,000. Salary offers are made based on a variety of candidate specific factors such as candidate's skills, performance, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations. As a 100% employee-owned firm, SC&H offers the unique benefit of real equity ownership for every colleague with at least 1 year of service. Watch your stake grow as your tenure increases and the firm achieves success. We also offer a comprehensive health plan with multiple options to suit your needs, at least 4 weeks of paid time off, 8 firm-paid holidays, 401k with employer match, and an annual firm trip for you and a guest to an all-inclusive tropical location.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
