IT Services Senior Engineer and Support Escalation
About The Position
As an IT Services Senior Engineer, you have the vital role of supporting client needs and ensuring their technology works for them. With careful attention to detail and an understanding of networking, business networks, software and hardware integrations, you use our Professional Services Automation platform to maintain, track and document client IT systems and make sure they are operating effectively, provide escalation support and systems design to collaborate on client projects and ensure services are delivered with excellence. As an IT systems problem-solver, you capably troubleshoot and resolve issues with technology and keep up to date with cutting-edge technologies. You demonstrate excellent customer service skills as you communicate with internal and client teams to understand their needs and ensure key success factors are met. Your thorough knowledge of hardware, software, and technology tools allows you to be an expert escalation resource to efficiently troubleshoot and resolve issues, ensure security for users and systems, and help setup clients technology systems. Our team appreciates your team-oriented attitude as you helpfully talk to customers, document service tickets and keep clients productive. You also coordinate with vendors and other team members to keep client operations flowing smoothly. Committed to continual improvement, you research new technologies and recommend practices to our executive team to increase efficiency. You feel great knowing that your technical skills and great personality are valued!
Requirements
- Associate or Bachelor's degree in a technical field (or equivalent experience).
- 5+ years of hands-on experience in technical support or system administration.
- Strong knowledge of networking, Windows/Linux, M365 and cloud platforms.
- Excellent problem-solving and communication skills.
Nice To Haves
- Certifications such as CompTIA, Microsoft, or Advanced certifications are a plus.
- 365 Management
- Fortigate Configuration
- Mail Flow Troubleshooting
- SharePoint configuration and management
- Desktop and User Support
- IP Routing
- Powershell
- VLAN Configuration
- Workstation Setup
- DNS, DHCP
- Windows Server
- M365 Licensing
- EDR Remediation
- MDR (365) Remediation
Responsibilities
- Diagnose and resolve advanced technical issues across systems, hardware, and software.
- Provide expert-level support to Level 1 and Level 2 technicians.
- Collaborate with engineering and development teams to troubleshoot and improve system performance.
- Lead root cause analysis and implement long-term solutions.
- Maintain documentation of technical procedures and resolutions.
- Participate in on-call rotations and respond to high-priority incidents.
- Train and mentor junior technicians.
Benefits
- medical
- dental
- vision
- short-term disability
- long-term disability
- life
- supplemental insurance
- paid time off (PTO)
- paid holidays including floating holiday
- a health savings account (HSA)
- a dependent care flexible spending account (FSA)
- an employee assistance program (EAP)
- mileage reimbursement
- job training
- fun social events
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
11-50 employees
