Senior Support Engineer

At Staffworxs we dont just connect talent we power transformation. Headquartered in Frisco TX with teams in Bengaluru and Hyderabad we combine global reach with deep expertise. Our Digital & Data Analytics practice drives growth and innovation for some of the worlds top brands who continue to retain us as their trusted partner. If youre ready to make an impact youre in the right place.

Job Details:

Senior Support Engineer

Location: San Francisco CA (Onsite)

Duration: Long-Term Contract

Role:

Youll be the frontline expert solving user issues managing escalations and ensuring high availability of workplace technology. This role ensures tickets are resolved eficiently and user experience remains exceptional.

Supporting C-level executives and VIPs. This role ensures reliable discreet and highly responsive service for time-sensitive or sensitive tech needs in person and remote.

Reasonability:

Resolve IT tickets related to applications devices access and infrastructure.

Provide proactive high-discretion support for executives issues and requests.

Escalate complex issues to L3 or engineering teams as needed.

Document recurring fixes and contribute to the support knowledge base.

Analyze support trends to recommend automation or process improvements.

Provide incident response and root cause analysis when required.

Troubleshoot technical issues via service desk email Teams phone and walk-up.

Perform remote and on-site support using e icient troubleshooting methods.

Test and deploy hardware/software for new setups break-fix and MAC tasks.

Deliver white-glove customer service across all support channels.

Proactively engage users to identify and resolve potential issues early.

Follow up to ensure user satisfaction and issue resolution.

Maintain and update internal and customer-facing documentation.

Track and log issues thoroughly in the service management system.

Identify recurring problems propose solutions and test new technologies.

Lead end-user technology projects including migrations deployments and new tool rollouts.

Requirements:

5 years in IT support preferably in investment or financial environments

Strong understanding of Windows/MAC OS hardware lifecycle and deployment imaging networking AD O365 Entra ID AV conference rooms MDM Powershell ticketing systems

Passion for improving user experience and supporting high standards

Reliable hardworking and moldable member of a team

Staffworxs is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees regardless of race color religion gender sexual orientation national origin age disability or veteran status.