Services Support Engineer Services Support Engineer …

Withum Smith Brown
in North Tustin, CA, United States
Permanent, Full time
Be the first to apply
Withum Smith Brown
in North Tustin, CA, United States
Permanent, Full time
Be the first to apply
Services Support Engineer
IT Managed Services Support Engineer Level 2 at WithumSmith+Brown Irvine, CA

The Withum Cyber and Information Security Services Group provides today’s businesses with a professional IT Support and help desk services 24/7/365. This position reports to the Manager in charge of the IT Managed Services (“ITMS”) vertical within the WCT. The ITMS Support Engineer position is responsible for day-to-day client system operations, including but not limited to the confidentiality, integrity and availability of systems, data and resources, as well as for proper resolution of technical support tickets from various clients and IT Infrastructures across a variety of industries, e.g. financial, automotive, high-tech, hospitality, pharmaceutical, etc. The Support Engineer applies broad knowledge to standard and non-standard technical applications to solve a wide range of problems and accomplish tasks.

Onsite visits to Client sites needed, predominately US based. However, onsite visits may include foreign travel, as needed.  If the candidate does not have a valid US passport, one will be required shortly after being onboarded.

Responsibilities & Skills

  • Responsible for the daily US service desk activities (provides end-user support) i.e. performs day-to-day end user assistance by actively participating in all Service Desk related activities. Provides level 1 and/or level 2 support to the end users
  • Troubleshooting and resolving customer system problems across a broad range of technologies; desktop/portable and remote devices, all peripheral devices, application and enterprise system support; computer hardware and software issues
  • Self-starter which can be relied upon to take sound decisions, based upon solid facts (resulting from a comprehensive and structured troubleshooting/diagnostic process)
  • Pro-actively seeks for continuous improvement opportunities, where it pertains to processes, procedures and customer satisfaction.
  • Is co-responsible for maintaining the IT Asset Management and Configuration Management spreadsheets with other Team Members and Project Manager
  • Provide remote and onsite installations of new software, hardware and upgrades
  • Responsible for maintaining and monitoring the health, performance, uniformity of the company workstations and clients with other Team Members
  • Maintains Appropriate documentation of steps taken to resolve technical issues.
  • Finds solutions to day-to-day technical issues with limited resources
  • Has the ability to work independently and with minimal supervision
  • Ensures proper onsite deployments of client assets, e.g. routers, desktops
  • Build Cost Authorization Forms based on client requirements
  • Appropriately prioritize both IT projects and day-to-day operations

Strategy & Planning

  • Contribute to strategic technology planning and direction of projects
  • Understand business needs, educate clients on technology and how to use it as a strategic asset
  • Finds solutions to day-to-day technical issues with limited resources
  • Build Cost Authorization Forms based on client requirements
  • Appropriately prioritize both IT projects and day-to-day operations
  • Stay up to date with key service development/issues within the technology and accounting industry and implement new methods or technologies in order to maintain and improve efficiency


  • Provide direction and support to the other ITMS team members, helps ensure Withum Cyber's strategic goals, and ensuring that they are met efficiently
  • Identifying and delegating areas of responsibility to the appropriate authority for team members to successfully accomplish their responsibilities

Position Requirements
Experience & Education

  • Bachelor's degree in Information Technology or related field; Master's degree a plus
  • The ideal candidate has several IT Certifications, e.g. Security+, Network+, etc.
  • Minimum of 3-5 years of on-hands service experience with several Windows Operating Systems, server systems and network technologies and topologies.
  • Proven successful execution/completion of technology projects
  • Experience with several Windows 7,10+ management technologies
  • Experience with Microsoft Office 365 technologies
  • Experience or understanding of Microsoft Azure and Microsoft Intune
  • Experience in IT consulting and client-facing abilities
  • Knowledge of VMs and Linux Systems a plus
  • Ability to handle support tickets in an effective and efficient manner.
  • Must be comfortable, patient, flexible and highly competent to work directly and indirectly with a variety of Clients under sometimes stressful situations, e.g. incident response, business continuity, etc.

Personal Attributes

  • Excellent interpersonal, written and oral communication skills
  • Client facing professional attire
  • Demonstrated capacity to work independently, as well as collaboratively with other team members and stakeholders.
  • Naturally self-motivated and detailed oriented
  • Resourceful and innovative problem-solving abilities
  • Passion for technology service and interest in exploring new methodologies
  • Willingness to travel to remote offices and industry events as needed

Withum will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran.

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