Platform User Support Engineer with Security Clearance

The Platform User Support Engineer will be the primary day-to-day contact with our platform's users. The Platform User Support Engineer will take a team-based approach to ensuring our clients are as productive and secure as possible. Support Engineers are responsible for building trust and understanding with our user population, advocating on our user's behalf, and providing as frictionless of a user experience as possible.
Responsibilities include:

• Developing deep subject matter expertise on our customers' workflows, policies, procedures, and pain-points to optimize the user experience of current and future Platforms

• Acting as the primary customer advocate within the Platform Engineering Team

• Shares experience and guidance with our customers on technology and security best practices

• Provides documentation and technical specifications to the rest of the Platform Engineering Team for planning and implementing upgrades or new infrastructure to the Platform

• Works collaboratively with other members of the Platform Team to ensure security standards and best practices are applied and maintained across all Platform hardware and software

• Coordinates all end-user deployments, training, as well as owning the full life-cycle of all hardware and software issued to end-users

• Responsible for maintenance, configuration, and reliable operation of computer systems, network, servers, and virtualization, with a primary focus on end-user equipment

• Install and upgrade computer components and software, manage virtual servers, and integrate automation processes

• Deployment of productivity tools, such as Microsoft Office products, video conferencing software, chat/collaboration suites, and file sharing services

• Troubleshoots hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues

• Performs regular backup operations and implements appropriate processes for data protection, disaster recovery, and failover procedures

• Leads desktop and user support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions

• Maintains and manages system administrative tasks on end-user devices; such as, security permissions, account management, etc.

• Manages and configures physical security solutions

Required Qualifications:

• Experience managing and configuring common business software such as Microsoft Office Suite, Windows 11, and VPNs
• Basic network administration, and knowledge of IP based networks and telephony

• Strong knowledge of systems and networking software, hardware, and protocols preferred

• Desktop system administration in Windows, Linux, and MacOS

• Strong verbal, written and interpersonal communication skills

• Strong analytical, evaluative, and problem-solving abilities

• Understand, process, and distill information technology topics, or other complex technical topics into plain language

• Significant experience effectively addressing multiple concurrent projects and activities, can adapt to changing requirements and evolving needs
Desired Qualifications:

• Experience with scripting and automation tools

• DevSecOps experience

• Cloud administration

• Linux networking

• Experience with CIS (and similar standards) system hardening

• Experience with log analysis and troubleshooting

• Project management

• Experience in Sales Engineering