Senior IT Support Specialist

1 month ago


Portsmouth, Virginia, United States Bottomline Full time
About the Role

We are seeking a highly skilled Senior IT Support Engineer to join our team at Bottomline. As a key member of our IT department, you will be responsible for delivering exceptional support to our employees, collaborating with team members and business colleagues on key technologies, and providing elevated levels of support to key executives and business leaders throughout the organization.

Key Responsibilities
  • Troubleshoot, support, 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 – in person, remote, or in writing, 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.
  • 3-5 years' experience in an IT support role.
Education and Experience
  • Bachelor's degree in IT or related IT support work experience.


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