Senior Support Engineer

At Staffworxs, we don't just connect talent — we power transformation. Headquartered in Frisco, TX, with teams in Bengaluru and Hyderabad, we combine global reach with deep expertise. Our Digital & Data Analytics practice drives growth and innovation for some of the world's top brands, who continue to retain us as their trusted partner. If you're ready to make an impact, you're in the right place.

Job Details:

Senior Support Engineer

Location: San Francisco, CA (Onsite)

Duration: Long-Term Contract

Role:

You'll be the frontline expert solving user issues, managing escalations, and ensuring high availability of workplace technology. This role ensures tickets are resolved eficiently and user experience remains exceptional.

Supporting C-level executives and VIPs. This role ensures reliable, discreet, and highly responsive service for time-sensitive or sensitive tech needs, in person and remote.

Reasonability:

• Resolve IT tickets related to applications, devices, access, and infrastructure.

• Provide proactive, high-discretion support for executives' issues and requests.

• Escalate complex issues to L3 or engineering teams as needed.

• Document recurring fixes and contribute to the support knowledge base.

• Analyze support trends to recommend automation or process improvements.

• Provide incident response and root cause analysis when required.

• Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up.

• Perform remote and on-site support using e icient troubleshooting methods.

• Test and deploy hardware/software for new setups, break-fix, and MAC tasks.

• Deliver white-glove customer service across all support channels.

• Proactively engage users to identify and resolve potential issues early.

• Follow up to ensure user satisfaction and issue resolution.

• Maintain and update internal and customer-facing documentation.

• Track and log issues thoroughly in the service management system.

• Identify recurring problems, propose solutions, and test new technologies.

• Lead end-user technology projects including migrations, deployments, and new tool rollouts.

Requirements:

• 5+ years in IT support, preferably in investment or financial environments

• Strong understanding of Windows/MAC OS, hardware lifecycle and deployment, imaging, networking, AD, O365, Entra ID, AV conference rooms, MDM, Powershell, ticketing systems

• Passion for improving user experience and supporting high standards

• Reliable, hardworking, and moldable member of a team

Staffworxs is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees, regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.