Senior Information Technology Support Engineer

Company Description

STG – Symphony Technology Group is a private equity firm specializing in mid-market software and technology-enabled services companies. The firm provides capital and transformation expertise to help its portfolio companies deliver greater value to clients, attract top talent, and achieve exceptional business performance. STG fosters innovation by supporting leaders in technology to scale and drive impactful results. With its collaborative approach, STG is dedicated to achieving sustainable growth and market leadership for its companies.

Role Description

We are hiring a Senior IT Support Engineer for a full-time role based in our Menlo Park headquarters with required in-office presence Monday – Thursday and optional work-from-home on Fridays. You will be the primary point of contact for IT support, delivering white glove service to colleagues and executives across our corporate office and secondary locations. Your responsibilities include setting up, managing, and troubleshooting computers and technology equipment, ensuring that email, shared files, and communication platforms are always functional and reliable.

This position involves hands-on support, inventory management, and oversight of device lifecycles. You will collaborate with local IT leadership, remote IT engineers and managed service provider partners to resolve issues and implement technical solutions. The role is ideal for someone who enjoys solving problems, improving processes, and providing exceptional service in a fast-paced, professional environment.

If you are ready to bring your technical expertise and customer-focused mindset to a team that values initiative and continuous improvement, we invite you to learn more about STG at www.stg.com.

General Responsibilities

• Be the primary in-person contact for IT support requests and helpdesk communications, delivering prompt and effective solutions.
• Collaborate with team members to resolve end user issues, escalating complex technical challenges to system engineering when needed.
• Troubleshoot and resolve alerts from users, IT staff, or automated monitoring systems, supporting workstations, laptops, tablets, smartphones, copiers, and printers.
• Prioritize and manage helpdesk requests, ensuring timely escalation to system administrators as appropriate.
• Create and maintain documentation for common solutions and recurring issues, and deliver user training on IT topics and company policies.
• Keep all end user devices up to date with the latest operating systems, authorized software, and hardware drivers.
• Install and configure hardware and software following established standard operating procedures.
• Research and recommend improvements to hardware and software management processes.
• Partner with IT leadership to define support strategies, evaluate new tools, and enhance service delivery.
• Coordinate with third-party vendors for hardware delivery and maintain accurate vendor contact information.
• Manage and execute employee IT onboarding and offboarding processes, updating procedures as needed.
• Set up, configure, and troubleshoot mobile devices, copiers, and printers for end users.
• Oversee equipment inventory, update device documentation, and manage user licenses and permissions according to guidelines.
• Assist users with videoconference and AV/conference setup for meetings.
• Ensure adherence to service level agreements (SLAs) and quality standards for all support activities.
• Participate in special projects that drive IT innovation and operational excellence.

What We’re Looking For

• Strong sense of ownership, with a commitment to managing and improving IT processes.
• Solid understanding of technical writing and ITSM best practices, supporting clear documentation and effective workflows.
• Proficiency with Microsoft Office tools, including Word, Excel, Outlook, Visio, PowerPoint, and Teams.
• Quick thinking and resourcefulness when troubleshooting complex issues, even under pressure or shifting priorities.
• Ability to work independently and as part of a collaborative team, building positive relationships with colleagues and vendors.
• Results-driven mindset, always striving to achieve goals and deliver high-quality outcomes.
• Detail-oriented approach to systematic troubleshooting and problem solving.
• Excellent communication skills, whether presenting, writing, or interacting face-to-face.
• Customer-focused attitude, with a deep understanding of service principles and a drive to deliver outstanding support.
• Flexibility and adaptability in a fast-paced environment, ready to pivot as priorities change.
• Self-starter mentality, eager to learn new concepts and apply solutions with minimal oversight.

Technical Skills & Experience

• 6+ years of hands-on end user IT support in professional office environments, with proven ownership of complex troubleshooting across Windows, macOS, and mobile devices.
• Demonstrated white glove, in person support for executives and teams, including clear communication, timely follow-through, and strong customer service outcomes.
• Deep experience with Microsoft 365 tenant and user administration, Intune endpoint management, JAMF experience, device compliance, Autopilot, and Entra ID access controls.
• Strong background in Windows 11 installation, configuration, and troubleshooting, plus video conference readiness and support for Zoom and modern collaboration platforms.
• Expertise in configuring, troubleshooting, and upgrading laptops, smartphones, tablets, copiers, and printers.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, Visio, PowerPoint, and Teams.
• Familiarity with helpdesk ticketing systems, especially FreshService, and enterprise password management solutions.
• Track record managing inventory and device lifecycle, onboarding and offboarding workflows, ticket prioritization, and documentation of recurring issues and solutions.
• Skilled in remote support using tools such as TeamViewer, ConnectWise Control or Microsoft Quick Assist.
• Comfortable reviewing and interpreting Windows event logs.
• Familiarity with ITSM practices and service level adherence, with the ability to optimize support processes and knowledge bases.
• Preferred certifications: Microsoft 365 Fundamentals, Microsoft Endpoint Administrator, ITIL Foundation, CompTIA A+, CompTIA Network+, CompTIA Project+.
• Background checks are required for this role and will be conducted with candidate consent in accordance with applicable laws and company compliance standards.
• Degree in Information Technology or related field is preferred, or equivalent experience.