Senior IT Support Specialist

4 days ago


Portsmouth, Virginia, United States Bottom Line Full time
Transforming Business Payments and Cash Management

At Bottomline, we're on a mission to revolutionize the way businesses pay and get paid. As a Senior IT Support Engineer, you'll play a critical role in delivering exceptional support to our employees and driving impactful results for our customers.

The Role

We're seeking a skilled and professional IT Support Engineer with MacOS and JAMF experience to join our team. As a hybrid role, you'll work collaboratively with team members and business colleagues to provide elevated levels of support to key executives and business leaders throughout the organization.

Key Responsibilities
  • Troubleshoot and resolve incoming technical issues for all Bottomline employees, including hardware, software, and connectivity issues.
  • Provide problem analysis to identify repetitive issues and drive to closure through Root Cause Analysis (RCA) and other ITIL processes.
  • Document processes and technologies as needed.
  • Perform regular contributions to the development of Standard Operating Procedures by creating knowledge-base articles and reviewing existing articles to keep information up to date.
  • Identify, research, and recommend automation tools to better enhance the Bottomline user experience.
  • Work with providers, such as technology suppliers and wireless carriers, to provide devices to the organization.
  • Use cloud-based technologies to configure laptops for use.
  • Participate in global IT projects as needed.
  • Provide remote support for global Bottomline users.
  • Regular on-site support for the Bottomline Portsmouth, NH office.
Requirements
  • JAMF Enterprise management experience is required.
  • Mac OS support experience is required.
  • Proven experience in an IT support role.
  • Competency in a wide range of desktop technologies, including Apple OS, MS Windows, Active Directory, User and Group Management, and MS Office.
  • Competency with the enterprise management solution JAMF to perform Zero touch setups and deliver continuous security updates to Apple Mac OS laptops.
  • Competency in Microsoft's Autopilot and Intune for laptop enrollment and configuration and overall lifecycle management.
  • Experience with support collaboration tools, such as Teams, Atlassian Suite (Confluence, Jira, etc.).
  • Strong communication skills, including active listening skills.
  • Ability to develop interpersonal connections in the organization with an emphasis on delivering Customer First (C1) quality support.
Preferred Skills
  • Powershell scripting.
  • Group Policy Object distribution.
  • Administration of Office 365.
Education and Experience
  • Bachelor's degree in IT or related IT support work experience.


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