Senior Specialist - IT Support

Position Title To support the teams working on our exciting projects, we are looking for Senior Specialist - IT Support. In the United States – New York | Boston. The IT support group is part of our global IT organization. The Support team consists of the subteams lifecycle, incident, and escalation support. This position forms part of our incident support team (around 15 people), locally covering our US offices and equally responsible for global support and collaboration with our worldwide team. This role will provide remote support and coverage from 11.00 a – 8.00 p EST for our West Coast locations. What Makes Us Special Become part of a unique entrepreneurial team. Think independently, use your initiative, and take some risks. Entrepreneurship is a powerful force that drives the growth not only of our firm but our clients and people. Unlock the power of opportunity. Advance your career in a thriving company with a startup feel. We invest in your professional development every step of the way. Work in a values-driven culture. At Simon-Kucher, our vision is to become the world's leading growth specialist. Our values guide the way we do business and communicate our distinctiveness. They sum up what we stand for, influence our culture, and drive how and why we do things. Invest in your future. All US and Canadian employees enjoy 401(k) & RRSP benefits with company matching. Prioritize your health and well-being. No matter where you live, we offer a competitive suite of health benefits to help keep you and your loved ones safe. Enjoy balance and flexible working. Be empowered to do your best work – whether it’s from home or in the office. Core Responsibilities How you will create an impact: End User Support and Troubleshooting Provide level 1 and level 2 technical assistance and training to users and clients experiencing issues with computer systems, cloud applications, infrastructure, software, or hardware. Troubleshoot and diagnose problems related to network connectivity, software functionality, and hardware malfunctions. Assist with how to resolve end user issues. Respond to and resolve technical issues via email, chat, video conference, or in-person. Ensure timely resolution of incoming support tickets, escalating where appropriate. Hardware and Software Setup & Maintenance Assist in the setup, installation, and configuration of company IT equipment including laptops, desktops, and peripherals. Support the installation and configuration of standard software packages and tools. Coordinate hardware refreshes, replacements, and upgrades in alignment with lifecycle policies. Maintain and update equipment as needed to ensure optimal performance. Asset and Inventory Management Maintain up-to-date records of hardware inventory using appropriate asset management tools (CMDB). Work with leadership to monitor stock levels and coordinate equipment orders as needed. Ensure asset data accuracy, including location, user assignment, and lifecycle status. Process Compliance and Continuous Improvement Adhere to IT support and service management processes, ensuring high-quality service delivery. Document solutions and procedures in the internal knowledge base. Identify recurring issues and propose improvements to reduce future incidents. Support the standardization of processes and documentation across regions or teams. Contribute to Knowledge Base on a consistent basis. About You Experience 5 to 7 years of customer or internal-facing level 2 technical support in an IT or MSP environment. Experience in comparable service industries is preferred, but not strictly required. Solid understanding of Microsoft Windows hardware, operating systems (Windows 11), end-user client applications, and business software such as Office 365, SSO, VPN and IOS mobile devices. Experience with ITS Systems and ITIL – Top Desk, ServiceNow, Jira. Understanding of technical concepts such as basic TCP/IP networking. Experience with Microsoft Entra (Azure Active Directory) and Intune. Practical experience in remote troubleshooting and supporting end users across geographies. Demonstrated adherence to IT policies and established best practices. Certifications with Microsoft such as Windows 11, Azure, CompTIA A+, and ITIL certifications. Capabilities and Personal Attributes Customer-centric mindset. Team player mentality – with strong initiative and ability to work independently as a self-starter. Solid written and verbal communication skills for internal and external stakeholder interaction. Ability to document and clearly communicate organizational IT procedures. Strong time management and organizational abilities to contribute to a global support workflow. Logical and methodical problem-solving approach to technical challenges. Capability to work efficiently in multicultural and distributed teams. Fast learner with the intellectual capacity to adopt new technical procedures quickly and apply them in daily operations. Embraces and continuous learner of new technology. Basic understanding of generative AI concepts. The pay range for this position is $80,000 - $100,000/year. Compensation may vary depending on relevant experience, skills, geographic location, and business needs. We offer a comprehensive package of benefits including paid time off, 13 paid holidays per year, medical/dental/vision insurance, basic life insurance, and 401(k) to eligible employees. This is a hybrid role (2-3 days per week in-office). Standard hours: 11.00 am – 8:00 pm. Simon-Kucher Simon-Kucher is an Equal Employment Opportunity (“EEO”) employer. Our employment decisions are made without regard to race, color, religion, gender, national origin, age, disability, marital status, veteran or military status, or any other legally protected status. We believe in building a culture that embraces belonging, creating an environment in which our people feel valued, are able to be themselves and feel their contribution matters. #J-18808-Ljbffr Simon-Kucher