Senior IT Engineer (Support Desk) - Hybrid

NOTE: This is a hybrid role. This person will be asked to work in our Portsmouth, NH office as well as have an opportunity to work remotely

Who Are We?

Bottomline is at the forefront of digital transformation. We are a growing global market leader uniquely equipped to address the changing needs of how businesses pay and get paid. Our culture of Working with and for each other enables us to delight our customers. We empower our teams to think like owners driving customer satisfaction, helping them grow their business and win in their markets.

Culture and Values

We are a team of people who are strongly committed to maintain our fantastic culture, and ensuring our values and principles are lived out daily. We share ideas, innovate together and support each other personally and professionally in order to delight our customers! Working collaboratively with customers, partners and each other, we achieve a common goal of exceeding customer expectations

Role Summary

We are looking for Senior IT Support Engineer to innovate, win and grow with us in Portsmouth, NH! 

In this role, you will deliver skilled and professional support to all employees of the Bottomline organization, while collaborating with team members business colleagues on key technologies.  Provide elevated levels of support to key executives, business leaders throughout the organization.

How you'll contribute:

• Troubleshoot, support, and resolve incoming technical issues for all Bottomline employees, including hardware, software, and connectivity issues.
• Provide problem analysis to identify repetitive issues and drive to closure through Root Cause Analysis (RCA) and other ITIL processes.
• Document processes and technologies as needed.
• Perform regular contributions to the development of Standard Operating Procedures by creating knowledge-base articles and review existing articles to keep information up to date.
• Identify, research, and recommend automation tools to better enhance the Bottomline user experience.
• Work with providers, such as technology suppliers and wireless carriers to provide devices to the organisation.
• Use cloud-based technologies to configure laptops for use.
• Participation in global IT projects as needed.
• Provide remote support for global Bottomline users.
• Regular on-site support for the Bottomline Portsmouth, NH office.

What will make you successful:

• Competency in a wide range of desktop technologies including, but not limited to; Apple OS, MS Windows, Active Directory, User and Group Management and MS Office.
• Competency with the enterprise management solution JAMF to perform Zero touch setups and delivery continuous security updates to Apple Mac OS laptops. 
• Competency in Microsoft’s Autopilot and Intune for laptop enrolment and configuration and overall lifecycle management.
• Experience with support collaboration tools such as Teams, WebEx, Atlassian Suite (Confluence, Jira etc…).
• Strong communication skills – in person, remote or in writing, including active listening skills.
• Ability to develop Interpersonal connections in the organization with an emphasis to deliver Customer First (C1) quality support.

Preferred Skills:

• JAMF Enterprise management
• Powershell scripting.
• Group Policy Object distribution.
• Administration of Office 365  

Education and Experience:

• Bachelor’s degree in IT or equivalent work experience
• 3-5 years’ experience in an IT support role

You’ll love Bottomline because in everything we do we seek to delight our customers and we are passionate about building a company of which we can all be proud, and this starts with building amazing teams filled with team members that challenge you every day.

Bottomline Technologies is proud to be an Equal Employment Opportunity and Affirmative Action Employer. All aspects of employment are based on merit, and we strive to delight our customers with a team of highly motivated and talented people that represent a diverse set of identities and backgrounds.

Start your #LifeAtBottomline