IT Support Engineer (Hybrid)
Job DescriptionJob Description
MetLife Legal Plans is currently hiring an IT Support Engineer for our growing IT Service Desk team here in Cleveland, Ohio.
This individual will work a hybrid schedule out of our Cleveland, OH office.
Our IT Support Engineer will report directly into our IT Service Delivery Manager.
Who We Are:
MetLife Legal Plans is the country's largest provider of legal voluntary benefits, serving five million people at more than 3,000 organizations, including over 200 Fortune 500® companies. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.
We are trusted by nearly 5 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit.
It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.
MLP's Success Principles:
We change and innovate for sustained performance
We collaborate and empower each other to succeed
We deliver for our customers
A day in the life of an IT Support Engineer at MetLife Legal Plans:
We are seeking a highly motivated, innovative, customer-focused individual to join our IT Service Delivery team. The IT Support Engineer will be responsible for the administration of our M365 environment, with a specific emphasis on Teams, SharePoint, and Entra. They will also provide Tier-3 technical support for our IT Service Desk technicians, acting as an escalation point for complex IT issues and coverage of our Service Desk. The IT Support Engineer will be responsible for documenting solutions and drafting SOPs to enhance team productivity. This role will also share a responsibility for managing Employee Onboardings, Offboarding’s, and Role Changes to ensure all work is completed correctly and in a timely manner.
The Support Engineer will also work closely will the broader IT Operations team to analyze data to identify issues, create and implement solutions, and automate workflows to increase operational efficiency. The successful candidate will have a passion for technology, excel at working at a fast pace, have excellent problem-solving and communication skills, a customer-focused mindset, and enjoy creating innovative solutions for our users.
Responsibilities (Essential Duties and Responsibilities)
- Day to day administration of MLP’s M365 environment, with an emphasis on SharePoint, Teams, and Entra.
- Provide Tier-3 technical support to users via phone, Microsoft Teams, email, or in-person
- Help Troubleshoot hardware and software issues, diagnose problems, and provide effective solutions
- Oversee New Hire Onboarding, employee offboarding, and role changes.
- Prepare, deploy, maintain, and lifecycle hardware in the office and given to users
- Maintain an inventory of hardware and software assets at various work locations
- Provide technology training to users on how to use common applications, systems, and services
- Assist with the development, implementation, and deployment of software and system updates
- Create, publish, and maintain knowledge articles and self-help guides
- Collaborate with other IT Operations and Technology Engineering team members to resolve complex issues
- Advanced knowledge of Microsoft Teams, including voice routing, security, and compliance features
- Configuration and maintenance of policies, settings and packages within the Microsoft 365 ecosystem
- Promote innovative solutions to internal clients regarding Microsoft Productivity offerings
- Take ownership of issues and requests through resolution or escalation.
- Other duties as assigned.
Minimum Qualifications (Knowledge, skills, and abilities required)
- Associate’s Degree in Information Technology or related field, Certifications (CompTIA A+, Microsoft Certified Professional, etc.), or 3-5 years of IT Support experience, including Service Desk
- Strong proficiency with Windows systems
- Experience with Linux/Mac systems
- Understanding of network concepts, technologies, and troubleshooting methodologies
- Excellent communication skills, both verbal and written
- Ability to multitask and prioritize effectively in a fast-paced environment
- Customer-focused attitude and strong problem-solving skills
Qualifications:
- Advanced knowledge of Microsoft Teams, including voice routing, security, and compliance features
- Configuration and maintenance of policies, settings and packages within the Microsoft 365 ecosystem
- Overseeing Service Desk operations, especially onboarding and offboarding internal employees
- ITIL experience in a modern Service Desk ticketing tool (FreshService or similar)
- 3-5 Years IT Support experience, including Service Desk support.
Candidate Characteristics:
Driven and ambitious
Curiosity to research & provide suggestions on process improvements
Knack for attention to detail
Charismatic & enthusiastic in nature
Get-it-done mentality
Punctual, reliable & trustworthy
Travel:
- Up to 10% travel may be required for this role.
Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.