Systems Support Engineer

About the Role We are seeking an IT Support Engineer able to contribute towards Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment. What You’ll Do Identify AND remediate IT trends impacting end-users device performance. Develop corrective and preventative actions to minimize user downtime. Develop remediations using scripting and other methods. Design, install, configure and maintain a comprehensive IT infrastructure with a focus on Microsoft Windows. Participate in incident management and assist with scoping and remediation efforts. Investigate, diagnose and resolve hardware and network issues. Manage, troubleshoot and provide solutions for a wide range of technical issues impacting users in person and remotely. Identify and elevate trends, bugs and other system errors to Escalation, IT Engineering and Security teams. Build and maintain document library, knowledge base articles. Provide internal training and address knowledge gaps. Troubleshoot end-user reported issues using DEX platform and identify root causes. Create detection methods to reliably diagnose IT issues via key metrics. Create IT health reports on a per department basis. Develop integrations and automations using API. What We Look For Advanced Experience with Windows operating systems, and hardware troubleshooting. Strong expertise with powershell, bash, python or other scripting languages. Excellent customer service skills with the ability to work quickly and effectively. Experience with Call Center technologies & Network troubleshooting. Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.) Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications. Excellent written and verbal communications skills. Proven ability to work successfully with limited supervision. Ability to consult and develop comprehensive project plans, timelines. Nice to Haves Strong experience with Query languages and supporting platforms like Datadog. Previous experience with DEX platforms such as Nexthink. Advance Experience with remote and onsite network troubleshooting (focus on VOIP Technologies preferred) Experience with APIs and webhooks, including development of custom JSON payloads. Base Salary Range $90,000—$105,000 USD Why Join Us? While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer: Considerable employer contributions for health, dental, and vision programs Generous PTO, paid holidays, and paid parental leave 401(k) matching program Merit advancement opportunities Career development & training #J-18808-Ljbffr