The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.
The end client is unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.
Our client is seeking an IT Engineer - Tier 3 Technical Support in New York City, NY
Role Description
- Serve as the first point of contact for medium-high-level end-user IT support via phone, email, and ticketing systems
- Troubleshoot and resolve complex technical issues, including performance tuning and advanced system optimization.
- Provide advanced support for Windows 10/11, Mac OS X, Microsoft 365, enterprise applications, utilities, and server OS environments.
- Perform hardware diagnostics and repair, including desktops, laptops, mobile devices, printers, peripherals, and server hardware.
- Conduct endpoint LAN/WAN troubleshooting and provide smart hands support in collaboration with the networking team.
- Manage user accounts, including advanced permissions, access control, provisioning, and group management (Active Directory, Exchange, Azure AD).
- Utilize remote support tools such as SCCM, Patch My PC, Altiris SMA, Intune, and Beyond Trust (Bomgar) for efficient issue resolution.
- Monitor systems, analyse alerts, and escalate appropriately; perform advanced analysis of system alerts.
- Document incidents, resolutions, and detailed troubleshooting records; contribute to and steward the IT knowledge base.
- Create and maintain training documentation; provide expert user support and training on systems and applications.
- Support Mac & Windows device deployment and management, including enrolment, configuration, and lifecycle maintenance.
- Ensure Mac & Windows security compliance in line with corporate policies and industry best practices.
- Ensure compliance with internal policies and security standards, including Mac security and Apple Business Essentials administration.
- Follow and contribute to ITSM and HAM process improvements.
- Collaborate cross-functionally with the Global EUC Team, Infrastructure Engineering, Application Support Team, and other stakeholders.
- Participate as a technical resource in incident response, disaster recovery, and testing activities.
- Provide on-call support, queue monitoring, including basic technical support and issue resolution, while communicating with the on-call team.
- Participate in a rotation with other level 3 & 4 analysts for scheduled server patching maintenance windows.
- Identify, remediate, and document IT vulnerabilities; manage patch deployment, conduct scans, and report to stakeholders.
- Provide assistance to local office supporting teams when required.
Skills & Requirements
- 3–5 years of experience in a technical support or helpdesk environment.
- Proficiency in supporting Windows and Mac OS X operating systems.
- Experience with Windows & Mac device deployment, management, and security compliance.
- Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
- Experience using SCCM, Patch My PC, or Altiris SMA for software deployment and patch management.
- Strong communication and customer service skills.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- A relevant IT certification (e.g., CompTIA A+, ITIL Foundation) is a plus.
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
- Exposure to mobile device management (MDM) platforms.
- Familiarity with Apple Business Essentials.
- Basic scripting knowledge (e.g., PowerShell) is a bonus.
- Strong Tier 2/Tier 3 support experience.
- Advanced troubleshooting abilities.
- Ability to serve as an escalation resource.
- Excellent communication skills with both technical and non-technical audiences.
- Leadership and mentoring capability.
- Strong customer service mindset.
- Experience in Microsoft-centric environments.
- Ability to work independently and provide recommendations rather than waiting for direction.
- Intune experience.
- Azure experience.
- Technical certifications.
- ServiceNow experience.
- Project leadership experience.
- Experience training or mentoring junior team members.
- Experience in small to mid-sized organizations where employees wear multiple hats.
- Exposure to infrastructure technologies and systems administration activities.
Benefits/Other Compensation
Medical, Dental, Life Insurance, 401K.
Why Hays?
You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.
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Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’. We also believe that actions speak louder than words. In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.
In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.
Drug testing may be required; please contact a recruiter for more information.
#1186850 - Cindy Martinez