Support Engineer II, Information Technology

Firm Overview

PSG is a growth equity firm that partners with software and technology-enabled services companies to help them navigate transformational growth, capitalize on strategic opportunities, and build strong teams. Having backed more than 140 companies and facilitated over 500 add-on acquisitions, we bring extensive investment experience, deep expertise in software and technology, and a firm commitment to collaborating with management teams. Founded in 2014, PSG has since raised over $20 billion in capital and operates out of offices in Boston, Kansas City, London, Paris, Madrid, and Tel-Aviv.

We are seeking a highly skilled and experienced Support Engineer II to join our dynamic IT team. This role is primarily focused on providing advanced support for complex technical issues while participating in IT projects. As an Support Engineer II, you will play a critical role in maintaining our IT infrastructure, ensuring smooth operations, and implementing innovative solutions to meet our business needs.

Responsibilities

• Deliver white glove customer service for all IT issues (hardware, software, and network issues) by supporting our internal end users on-site in Boston and remotely supporting end-users in international markets.

• Diagnose and troubleshoot complex IT issues reported by end-users and escalate when necessary.

• Maintain detailed records of support requests, resolutions, and system changes.

• Perform root cause analysis to prevent recurring issues.

• Create and update internal and external knowledge base documents for IT processes and systems.

• Execute assigned IT project tasks in a timely manner.

• Assist in the planning and execution of IT projects, ensuring timely and successful completion.

• Collaborate with other IT team members to implement new technologies and solutions.

• Participate in the evaluation and testing of new hardware and software.

• Support with the transportation, set up, operation, and disassembly of A/V equipment for organizational events.

Ideal Experience and Competencies

• Bachelor’s degree in computer science, Information Security, or related field; or relevant work experience.

• 3-5 years of experience in IT support, with at least 2 years in a Level 1 role.

• Relevant certifications such as CompTIA A+ and Microsoft Certified Solutions Expert (MCSE).

• Experience supporting Windows and Mac operating systems, Microsoft Entra ID, Zoom, Microsoft 365, cloud services (e.g., AWS, Azure), and telecommunication software and hardware.

• Excellent technical and problem-solving skills with attention to detail.

• Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical stakeholders and collaborate with cross-functional teams.

• Ability to work independently and collaboratively in a fast-paced, dynamic environment, and manage multiple projects and priorities simultaneously.

• A customer-first attitude with a commitment to providing high-quality support.

• Willing and able to travel to branch offices and data center as needed.

Benefits and Perks

At PSG, we are committed to providing excellent benefits that show our deep appreciation for the hard work of our team. Our current benefits offerings include:

• Comprehensive medical, dental, and vision insurance, paid for 100% by PSG

• Retirement savings plan with PSG match contribution and discretionary profit sharing

• Short- and long-term disability and life insurance policies

• Flexible spending accounts for health, commuting, and dependent care

• Competitive paid vacation and paid holidays

• Paid parental leave

• Tuition reimbursement program

• Employee Assistance Program

• Partnership with Maven for family planning and parenthood support, support including fertility & family building, maternity & newborn care, and parenting & pediatrics

• Personal training sessions with our Director of Health & Fitness

• Beautiful office space in the Fenway area with a state-of-the-art gym

• Lunch 3x/week, snacks, coffee, and other beverages available to all employees

PSG Equity L.L.C. (the “Firm”) is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practice laws. The Firm strictly prohibits and will not tolerate, condone or allow discrimination or harassment with respect to any employee or applicant for employment in matters of hiring, promotion, transfer, disciplinary action, termination, compensation, fringe benefits or other terms and conditions of employment on the basis of race, color, religion, creed, age, national origin, ancestry, alienage or citizenship status, sex (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender (including sex stereotyping, gender identity, gender dysphoria, gender expression, or transgender status), sexual orientation, disability (including physical disability or mental disability), military or veteran status, familial status, partnership status, or marital status, or any other status protected by relevant federal, state and local laws. All employees are prohibited from engaging in unlawful discrimination.