Senior Support Engineer

New York, NY /
Information Technology – Information Technology /
Full-time
Overview

We are an organization dedicated to creating pathways to opportunity so people can live to their full potential. We center our work on education, immigration reform, the environment, health, with justice as our goal. We use a wide range of tools and strategies — partnering with entrepreneurs and experts, makers and policymakers, advocates, and creatives — to build and execute innovative solutions that will spur change and promote equality.
 
In order to address national and global-scale problems, we employ a wide range of tools and strategies. We believe that a combination of Philanthropy and Venture Capital can support the greatest leaps of innovation. This model allows us to deploy resources in the most flexible way for the greatest impact.

The Opportunity
Support Engineers for the Emerson Collective (EC) will join in building a “best in class” IT organization emphasizing customer service and technical excellence. The Senior Support Engineer will be the technical lead for our NYC office. In this role, you will lead supporting the IT needs of this location including end-user support, basic network troubleshooting, and conference room/AV support. In addition, you will provide advice and analysis to leadership and colleagues on a variety of technical initiatives, and will have the opportunity to contribute meaningfully to the overall organization. This individual will join a highly reliable and cross-functional team, take pride in ensuring all technology is operational while rapidly responding to issues, and take ownership of the IT operations at their site. This role reports to the Manager of IT.

Role and Responsibilities

    • Serve as the primary technical lead for the NYC IT team.
    • Own all aspects of IT for our NYC office, including but not limited to; coordination of external and internal resources/vendors in collaboration.
    • Proactively identify opportunities to improve IT processes at scale and present solutions-oriented recommendations.
    • Deliver comprehensive end-user support to facilitate smooth IT services by processing incoming tickets within defined SLAs to achieve desired results.
    • Ensure smooth operation or operational function within the Workplace Experience Team including network, printers, conference rooms, and AV.
    • Contribute to the creation and maintenance of technical documentation and procedures.
    • Provide occasional support for events, some of which may occur after-hours.
    • Provide on-call rotation for urgent after-hours matters.
    • Participate in staff training as required, travel when necessary, and take on additional duties as needed.
    • Develop strong collaborative partnerships across the organization and provide strategic guidance on key initiatives.

Qualifications, Skills, and Requirements

    • Bachelor's degree in Computer Science, related field, or equivalent experience.
    • 5+ years experience in enterprise IT support.
    • 3+ years experience troubleshooting Mac OS and Apple iOS.
    • 1+ years experience functioning as a technical lead.
    • Strong customer service orientation and approach.
    • Experience with client-side troubleshooting of network services (i.e., DNS, DHCP, and certificate-based authentication).
    • Experience with administering/supporting workplace productivity apps, including but not limited to Office 365, Google Drive, Slack, Okta.
    • Experience with enterprise-grade video conferencing equipment is required.
    • Passionate about the mission and values of Emerson Collective, and its aim to serve as a catalyst for change to education, immigration, environmental/climate change, and justice.
    • Proven ability to multitask, prioritize assignments, and organize in a fast-paced, dynamic environment, both independently and as part of a team.
    • Exhibits outstanding judgment, problem-solving skills, and maintains poise and tact; a positive demeanor that is customer-service oriented.
Location
Emerson Collective is a Bay Area-based organization with offices in Palo Alto, East Palo Alto, Oakland, Chicago, New York, and Washington, D.C. This position is located in New York, NY.

What we offer 

A mission-driven, diverse, and inclusive environment that focuses on learning and growing. We offer excellent benefits and perks designed for your well-being and a healthy work-life balance. These include flexible paid time off, competitive health insurance, a generous retirement savings plan, paid parental leave, commuter benefits, mental health and family care benefits, lunch in the office, book club, weekly yoga, a new iPhone and iWatch, time off to volunteer, participation in social justice events, and more.

The salary for this role is highly competitive and commensurate with experience.


Building a diverse and inclusive workforce is key to our mission and values as we strive to create systemic change and open possibilities for all of the communities we serve. To that end, we provide equal employment opportunities to all applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, or genetics.