Sr Support Technician

Sr Support Technician
CT, Stamford

Job Description

Senior Systems Support Engineer 

Location: Stamford, CT

Full Time Employment opportunity with WWE

WWE has an exciting opportunity for a Full time Senior Systems Support Engineer to join the Enterprise Technology team based in Stamford, CT. The primary role of the Senior Support Technician is to provide level-2 and level-3 support for the WWE Technology environment. This includes the administration and support of both hardware and software as it relates to Enterprise Technology, maintaining and managing client/server applications, and desktop-based operating systems deployed within the company.

Key Responsibilities:

  • Provide Help Desk level-2 and level-3 support for WWE workstations, laptops, printers, peripherals, and other computer-related devices
  • Provide escalation and backup level-1 support for the technical services team
  • Coordinate with other technology groups to ensure incident resolution and service request completion
  • Provide subject matter expertise for standard WWE technology, services, and processes
  • Participate in managing support calls to the Help Desk via phone and e-mail, ensuring courteous, timely, and effective resolution of end user issues
  • Provide hands-on support for the Desktop/LAN environment
  • Participate in monitoring and maintaining system key process improvements
  • Manage user account integrity and the Active Directory database
  • Troubleshoot and resolve system hardware and software incidents
  • Ensure hardware inventory is complete, current, and up-to-date with lifecycle practices
  • Provide new technology and service recommendations
  • Participate in moves, adds, and changes as they relate to the WWE technology environment
  • Follow established policies, procedures, and technology standards to ensure system availability and security
  • Act as a key point of contact for business teams to manage escalations and support scheduling
  • Work with vendor and consulting services to resolve technology issues
  • Maintain the integrity of technology in all WWE office locations
  • Provide support for approved mobile technology
  • Maintain and manage loaner policies for computer, peripherals, and presentation equipment
  • Maintain WWE standard computer images, provide guidance on deployment best practices, and deploy standard WWE-managed computers
  • Frequent travel and on-call escalation support
  • Other related tasks as required


  • College diploma or university degree, preferably in a technology field, and/or 5+ years of equivalent work experience
  • A+ and/or Network+ industry certification
  • Microsoft Certification - MCP or MCSA a plus
  • Apple Certification - ACMT preferred
  • Extensive knowledge of Microsoft Windows and PC Hardware
  • Experience with Apple products and Mac OS
  • Specific knowledge of Microsoft Office Products and client applications, Office 365 experience a plus
  • Experience supporting iPhone/iPad devices within a Microsoft Exchange Environment
  • Familiar with TCP/IP protocol
  • Experience supporting and driving adoption to cloud services and SaaS platforms
  • Hands-on hardware and software troubleshooting experience
  • Excellent written and verbal communication and interpersonal skills
  • Able to present technical ideas in professional and user-friendly language
  • Experience providing white-glove support for senior management and executives
  • Able to effectively prioritize tasks in a high-pressure environment
  • Outstanding customer service focused attitude
  • Able to lift and transport moderately heavy objects/equipment, such as computers and peripherals
  • Understanding of the ITIL framework and Service Management best practices
  • Experience with ServiceNow and/or another ticketing system
  • Experience with asset management best practices
  • Experience with Windows Imaging solutions

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