Royce Investment Partners is looking for a System Engineer / Tech Support professional to provide essential on-site technical support and customer service for our New York, NY office. In this role, you will be the first point of contact for technical assistance and act as an advocate for our internal customers within IT.
What You'll Do
- Provide on-site technical support and customer service for the New York office.
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or in person.
- Perform in-person and remote troubleshooting through diagnostic techniques and investigative questions.
- Determine and execute best solutions based on customer-provided details.
- Walk customers through the problem-solving process and take ownership of issues through to completion.
- Direct unresolved issues to the next level of support personnel.
- Be an active advocate for the customer within IT and with outside technical groups.
- Record events, problems, and resolutions in logs, and follow up on customer status.
- Pass on customer feedback or suggestions to the appropriate internal teams.
- Identify and suggest possible improvements on support procedures.
- Provide audio/visual setup and support for conference room technologies.
- Participate in projects, team meetings, and assist in office moves.
What We're Looking For
- 3-5 years of proven experience as a help desk technician or similar technical customer support role.
- Broad and deep understanding of computer systems, mobile devices, and tech products, including Microsoft Windows, Microsoft 365, VPN, Remote Desktop, Adobe Acrobat, and Adobe Creative Cloud.
- Ability to be resourceful and diagnose and resolve basic and complex technical issues.
- A security mindset and critical thinking capabilities.
- Experience documenting activities via issue/project tracking software and knowledge via wiki.
- Strong organizational and time management skills to prioritize multiple help desk tickets, projects, and ad-hoc tasks.
- A customer-oriented and even-tempered demeanor.
- Flexibility with working hours, including after hours and weekend work as needed.
- Ability to work on-site five days per week (fully on-site) in New York, NY.
- Ability to work in the U.S. without needing sponsorship.
Nice to Have
- A Bachelor’s Degree, which may be substituted for applicable work experience.
Technical Stack
- Microsoft Windows
- Microsoft 365
- VPN
- Remote Desktop
- Adobe Acrobat
- Adobe Creative Cloud
Benefits & Compensation
- Annual compensation: $80K - $90K per year
- Discretionary bonus
- 401k plan
- Health insurance
- Other perks
Work Mode
This is a fully on-site role located in New York, NY. Candidates must be able to work from the office five days per week.
Royce Investment Partners is an equal opportunity employer.
