IT Support Engineer II
Mullen Coughlin is a highly successful, fast growing multi-country niche law firm focused exclusively on counseling organizations in the context of data privacy, including incident response, regulatory investigations, single-plaintiff and class action litigation, and compliance. Committed to the rapid incident response to incoming client calls, we thrive in a high energy, close-knit, and upbeat office culture. The Firm pays very competitively in the market and offers a full benefit package, including accrued time off, paid maternity and paternity leave, and a generous 401(k) program. At it''''''''s headquarters office, located at 426 West Lancaster Ave, Devon, PA, Mullen Coughlin''''''''s home office is over fifty-six thousand square feet, boasting the latest in technology and security, accommodating the projected continued growth of the firm, and providing all Mullen Coughlin employees access to amenities and resources to further their professional career, as well as their health and well-being.
Mullen Coughlin is seeking a highly technical professional to join the firm in the IT Support Engineer II. This is a senior, frontline, hands-on, technical support role responsible for ensuring the smooth delivery of technology services to internal customers, with a primary focus on advanced end-user support, technical escalation, systems administration, and project leadership.
This role reports to the CIO and is expected to exercise strong judgment, creativity, and initiative in diagnosing and resolving complex issues, improving processes, and mentoring junior support staff.
This is a full-time position with a daily schedule of 8:30am to 5:30pm (including a 1-hour lunch break). Initial training will be on-site with the potential to work hybrid once onboarded. Participation in an IT on-call program is required, which includes weekend - and holiday shifts that are spread across the team on a rotation. Weekend and holiday on-call shifts are paid at additional stipend rates plus time worked for the entire shift.
Key Responsibilities:
Advanced Support & Escalation (Tier 2)
- Provide high-quality support to internal customers via the ticketing system, prioritizing responsiveness, thoroughness, clear communication, and adherence to documented policies/standards.
- Act as a senior escalation resource, receiving and resolving complex escalations from other support team members.
- Troubleshoot complex issues across endpoints, core productivity platforms, identity/access, and collaboration tools—driving issues to resolution and documenting solutions.
- Perform root-cause analysis for recurring incidents and implement corrective/preventative actions to reduce future disruptions.
Systems & Administration
- Perform systems administration across a variety of software, hardware, and products; execute changes safely and consistently.
- Administer and/or support core Microsoft technologies (examples: Office 365, Entra ID, Active Directory, Group Policy, Windows Server, PowerShell, Windows 11).
- Support endpoint lifecycle activities (imaging/provisioning, asset management system, deployment, troubleshooting, repair), including process improvements and standardization.
Network & Infrastructure Troubleshooting
- Perform network and system troubleshooting for business-impacting issues; coordinate with vendors and internal stakeholders as needed.
- Apply strong understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP to diagnose and resolve issues efficiently.
Documentation, Knowledge, and Process Improvement
- Create and maintain system and process documentation, including knowledge-base articles, runbooks, and standard operating procedures.
- Identify opportunities to improve workflows, reduce ticket volume, and enhance end-user experience through automation, standardization, and proactive maintenance.
Project Ownership & Collaboration
- Lead and/or execute IT projects assigned by the CIO/supervisor, including scoping, planning, implementation, testing, documentation, and end-user communications.
- Coordinate effectively with peers, management, contractors, and vendors to deliver outcomes on time and with minimal user disruption.
Mentorship & Team Enablement
- Mentor Support Engineer I staff and other team members through coaching, troubleshooting guidance, documentation, and knowledge sharing.
- Promote support best practices (ticket hygiene, documentation standards, escalation criteria, and customer communication).
Required Qualifications:
- High School diploma or equivalent (required).
- Minimum of 4 years of hands-on IT desktop support experience, specifically including Windows.
- Experienced in advanced troubleshooting and issue ownership.
- Strong working knowledge of Windows endpoint support.
- Strong working knowledge of Office 365 / Microsoft 365, Active Directory, Group Policy, Windows Server, and PowerShell.
- Proven ability to work successfully with limited supervision and excellent judgment on when to escalate, collaborate, or take ownership.
- Excellent written and verbal communication skills in English (in person and via phone) with customers, peers, management, contractors, and vendors.
- Troubleshoot basic network issues on local endpoints including DNS, DHCP and VPN issues.
- Create, edit, and improve technical articles and other procedures for systems.
- Understanding networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications.
- Ability to move up to 50 lbs, climb ladders to maintain/install equipment, and stand/walk for 8 hours with or without reasonable accommodation.
Preferred Qualifications:
- Relevant IT certifications (preferred).
- Expertise in one or more specialized areas of IT such as Microsoft Administration.
- Experience with data cabling and computer facilities maintenance (preferred).
- May be required to obtain/maintain relevant firm-approved technical certification within 6 months if no certificate is already acquired.
Mullen Coughlin is an Equal Opportunity Employer believes in strength in diversity.
Mullen Coughlin is not accepting resumes from search firms for this position.
Relocation assistance is not provided for this position.
Applicant must be authorized to work in the United States of America.
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