Senior Support Engineer

Senior Support Engineer

At 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.

$95,000 - $105,000 a year

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Please be aware, qualified candidates will be contacted directly via email by an IntelyCare Talent Acquisition Partner, from an IntelyCare email address.