IT Support Engineer (Hybrid)

Job description

A day in the life of an IT Support Engineer at MetLife Legal Plans: Hybrid role 3 days a week in office. 9 am to 6 pm PST Monday thru Friday. Our IT Support Engineer is responsible for providing day-to-day technical support for business issues and requests, solving complex IT issues, and providing in-office support coverage. They are also responsible for the administration of our Microsoft 365 environment, with an emphasis on Teams, Entra, Intune, CoPilot, and Power Automate. The IT Support Engineer will be responsible for documenting work in tickets, drafting solutions and SOPs to enhance team productivity, and manage their projects effectively. This role will also share a responsibility for managing employee Onboardings, Offboardings, and Role Changes to ensure all IT work is completed correctly and in a timely manner.

The IT Support Engineer will also work closely with the broader IT Operations and Security Engineering teams to analyze data to identify issues, create and successfully implement solutions, and automate workflows to increase operational efficiency. Our IT Support Engineers possess a passion for technology, excel at working at a fast pace, have excellent problem-solving skills, a customer-focused mindset, and enjoy creating innovative solutions for our staff.

Responsibilities (Essential Duties and Responsibilities)

Day to day administration of MLP’sM365 environment

Provide technical support to users via phone, Microsoft Teams, email, or in-person

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 complexissues and complete projects

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 Computer Science, Information Technology, or related field; Certifications (CompTIA A+, Microsoft Certified Professional, etc.)

2+ years’ IT Support experience, including Service Desk support

Microsoft 365 Administrative Center experience

Advanced experience of Microsoft CoPilot and Power Automate platforms, developing automated and user-facing solutions

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

Preferred Qualifications:

Bachelor’s degree in Computer Science, Information Technology or related field

3-5 years’ IT experience, including Service Desk support

Configuration and maintenance of policies, settings, and packages within the Microsoft 365 ecosystem

Advanced experience managing identities and endpoints in Entra and Intune

Experience overseeing Service Desk operations, including onboarding and offboarding internal employees

ITIL experience, using a modern Service Desk ticketing tool (FreshService or similar)

Travel:

Up to 10% travel may be required for this role.

Who We Are:

MetLife Legal Plans is the country's largest provider of legal voluntary benefits. 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 7 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 Core 4:

Put customers first

Be the Best

Make things easier

Succeed together

Anticipated application close date is 10/21.This job was posted on 9/30 and is expected to close within 5 days from the posting date.

Benefits snapshot.

• Two Healthcare Insurance options (Traditional PPO or HSA with employer contribution)

• Dental and Vision Insurance

• 401(k) plan with company contribution and free access to financial advisors

• Generous Paid Time Off (PTO) program with 23-39 days annually based on years of service, plus prorated PTO for new hires*

• Free Aura® Identity Theft & Fraud Protection

• Free access to the MetLife Legal Plans benefit

• Company-paid Short- and Long-Term Disability

• Corporate discounts

• Market-competitive salaries with annual bonus eligibility

• Nine company-paid holidays

• Paid parental leave

• Parking or RTA subsidy for Cleveland employees

• Pet Insurance

• Tuition Reimbursement Program

• Voluntary Accident and Critical Illness Insurance

• Volunteer Day

• Robust Employee Assistance Program (EAP)

• Financial wellness tools, education, and coaching

*PTO is prorated during an employee's first year of employment based on their hire date. Employees hired in the first quarter of the year receive 18 days of PTO, those hired in the second quarter receive 16 days, employees hired in the third quarter receive 9 days, and those hired in the fourth quarter receive 7 days. PTO is awarded at the time of hire and then moves to the standard annual accrual schedule beginning January 1 of the following year

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.

MetLife Legal Plans is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us at . This information will be held in confidence and used only to determine an appropriate accommodation for the application process

9am to 6pm PST Monday through Friday

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.