Technical Support Engineer

About This Role

Provide comprehensive IT support for hardware, software, and networking in a law firm environment, focusing on efficient operation of the firm’s desktop environment and user satisfaction.

Responsibilities

• Provide day-to-day support for hardware, software (both cloud and on-premises), printers, and video conferencing equipment, ensuring functionality across Windows 11 and macOS environments
• Set up and troubleshoot video and audio conference systems including Microsoft Teams and Zoom, maintaining seamless connectivity for meetings and firm operations
• Respond to IT incidents and service requests, handle system tickets and tier 1 security requests, and keep detailed records in the IT ticketing system
• Perform remote troubleshooting for devices, including iOS, using phone, email, shared desktop, and Microsoft Teams
• Monitor network connectivity and resolve related issues to ensure uninterrupted firm operations
• Manage Windows Server 2016–2022, 2FA systems, Active Directory, and security groups
• Create and update documentation for security compliance, audit policies, desktop configurations, IT procedures, and service records; enforce IT security policies and conduct monthly security audits
• Facilitate onboarding and offboarding processes, image devices with Microsoft Intune and AutoPilot, and assist with testing new software and applying system patches
• Maintain updated assets inventory of all devices in the Oakland office
• Work closely with cross-functional teams, including attorneys, data scientists, and other developers, to understand requirements and deliver high-quality support and solutions

Requirements

• Minimum of four years of experience with cloud phone systems, MDM Solutions, Microsoft Intune, Entra ID, and Imaging & Software Development at a professional services firm
• Working knowledge of IT Policies and Procedures
• Expertise in Microsoft Office Suite including Outlook/Office 365, One Drive
• Expertise in Windows Server 2016 through 2022
• Expertise in 2FA software and procedures
• Expertise in Active Directory and Security Groups
• Basic understanding of user, folder and access permissions on prem and cloud-based applications
• Knowledge of Distribution lists, Teams Groups and Exchange Admin Center
• Basic understanding of networking and VPN

Qualifications

• Minimum of four years of experience with cloud phone systems, MDM Solutions, Microsoft Intune, Entra ID, and Imaging & Software Development at a professional services firm (law firm preferred)

Nice to Have

• Bachelor's degree

Skills

* Required skills

Benefits

Certifications