IT Support Engineer (Hybrid)

IT Support EngineerA day in the life of an IT Support Engineer at MetLife Legal Plans: Hybrid role 3 days a week in office. 9 am to 6 pm PST Monday thru Friday.Our IT Support Engineer is responsible for providing day-to-day technical support for business issues and requests, solving complex IT issues, and providing in-office support coverage. They are also responsible for the administration of our Microsoft 365 environment, with an emphasis on Teams, Entra, Intune, CoPilot, and Power Automate. The IT Support Engineer will be responsible for documenting work in tickets, drafting solutions and SOPs to enhance team productivity, and manage their projects effectively. This role will also share a responsibility for managing employee Onboardings, Offboardings, and Role Changes to ensure all IT work is completed correctly and in a timely manner.The IT Support Engineer will also work closely with the broader IT Operations and Security Engineering teams to analyze data to identify issues, create and successfully implement solutions, and automate workflows to increase operational efficiency. Our IT Support Engineers possess a passion for technology, excel at working at a fast pace, have excellent problem-solving skills, a customer-focused mindset, and enjoy creating innovative solutions for our staff.Responsibilities (Essential Duties and Responsibilities)Day to day administration of MLP’s M365 environmentProvide technical support to users via phone, Microsoft Teams, email, or in-personTroubleshoot hardware and software issues, diagnose problems, and provide effective solutionsOversee New Hire Onboarding, employee offboarding, and role changes.Prepare, deploy, maintain, and lifecycle hardware in the office and given to usersMaintain an inventory of hardware and software assets at various work locationsProvide technology training to users on how to use common applications, systems, and servicesAssist with the development, implementation, and deployment of software and system updatesCreate, publish, and maintain knowledge articles and self-help guidesCollaborate with other IT Operations and Technology Engineering team members to resolve complex issues and complete projectsPromote innovative solutions to internal clients regarding Microsoft Productivity offeringsTake ownership of issues and requests through resolution or escalation.Other duties as assigned.Minimum Qualifications (Knowledge, skills, and abilities required)Associate’s Degree in Computer Science, Information Technology, or related field; Certifications (CompTIA A+, Microsoft Certified Professional, etc.)2+ years’ IT Support experience, including Service Desk supportMicrosoft 365 Administrative Center experienceAdvanced experience of Microsoft CoPilot and Power Automate platforms, developing automated and user-facing solutionsStrong proficiency with Windows systemsExperience with Linux/Mac systemsUnderstanding of network concepts, technologies, and troubleshooting methodologiesExcellent communication skills, both verbal and writtenAbility to multitask and prioritize effectively in a fast-paced environmentCustomer-focused attitude and strong problem-solving skillsPreferred Qualifications:Bachelor’s degree in Computer Science, Information Technology or related field3-5 years’ IT experience, including Service Desk supportConfiguration and maintenance of policies, settings, and packages within the Microsoft 365 ecosystemAdvanced experience managing identities and endpoints in Entra and IntuneExperience overseeing Service Desk operations, including onboarding and offboarding internal employeesITIL experience, using a modern Service Desk ticketing tool (FreshService or similar)Travel:Up to 10% travel may be required for this role.Who We Are:MetLife Legal Plans is the country's largest provider of legal voluntary benefits. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.We are trusted by nearly 7 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit.It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.MLP's Core 4:Put customers firstBe the bestMake things easierSucceed togetherBenefits snapshot.• Two Healthcare Insurance options (Traditional PPO or HSA with employer contribution) • Dental and Vision Insurance • 401(k) plan with company contribution and free access to financial advisors • Generous Paid Time Off (PTO) program with 23-39 days annually based on years of service, plus prorated PTO for new hires* • Free Aura® Identity Theft & Fraud Protection • Free access to the MetLife Legal Plans benefit • Company-paid Short- and Long-Term Disability • Corporate discounts • Market-competitive salaries with annual bonus eligibility • Nine company-paid holidays • Paid parental leave • Parking or RTA subsidy for Cleveland employees • Pet Insurance • Tuition Reimbursement Program • Voluntary Accident and Critical Illness Insurance • Volunteer Day • Robust Employee Assistance Program (EAP) • Financial wellness tools, education, and coaching*PTO is prorated during an employee's first year of employment based on their hire date. Employees hired in the first quarter of the year receive 18 days of PTO, those hired in the second quarter receive 16 days, employees hired in the third quarter receive 9 days, and those hired in the fourth quarter receive 7 days. PTO is awarded at the time of hire and then moves to the standard annual accrual schedule beginning January 1 of the following yearMetLife Legal Plans is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).If you need an accommodation due to a disability, please email us at View email address on click.appcast.io. This information will be held in confidence and used only to determine an appropriate accommodation for the application process