IT Support Engineer

Executech•Richland, WA

8d•$29 - $38

About The Position

The IT Support Engineer independently resolves complex IT issues and owns them from initial response through final resolution. The role calls for sound technical judgment, efficient execution, proactive client communication, and consistent performance in a metric-driven environment. Depending on assignment, the engineer may provide dedicated client service, requiring broad technical execution, independent ownership, and cross-functional collaboration in accordance with Executech standards. The engineer handles intermediate support across Microsoft 365, identity and access, endpoint management, networking fundamentals, and core business systems. Work may include multi-step Microsoft 365 administration; troubleshooting device compliance, BitLocker recovery, and Autopilot resets within standard operating procedures; investigating Conditional Access, SSO, and MFA issues; and triaging backup, disaster recovery, and security tooling. The role also uses approved scripting and automation, follows security and incident procedures, improves operational documentation and workflows, and mentors Service Engineer I staff. Performance is measured through service-level compliance, customer satisfaction, utilization, billable efficiency, ticket quality, and quality assurance. The engineer is expected to consistently meet the stated KPI targets, keep work documented and visible, communicate proactively, and balance client advocacy with scalability, security, change control, and company standards.

Requirements

2–5 years of IT support experience with increasing complexity.
Strong working knowledge of Microsoft 365 administration, identity, device management, and common MSP toolsets.
Ability to prioritize effectively under SLA pressure while maintaining quality and client communication.
Comfort performing intermediate troubleshooting across multiple systems and documenting evidence.
Working knowledge of PowerShell fundamentals and willingness to build safe automation subject to review and approval.
Hold or actively pursue one Microsoft role-based certification aligned with daily responsibilities, such as MD-102 or MS-102.
Meet the stated performance expectations: SLA compliance of at least 90%, positive CSAT of at least 97%, utilization target of 90%, billable efficiency of at least 80%, and QA target of at least 90/100.
Meet documentation and time-entry standards and participate in QA audits.

Nice To Haves

MSP experience is strongly preferred.
AZ-104 is recommended for engineers regularly working in Azure/Microsoft 365 administration.
Equivalent experience may be considered in place of certification requirements where appropriate.

Responsibilities

Resolve issues beyond the IT Support Specialist scope across devices, identity, Microsoft 365, networking fundamentals, and core business systems.
Serve as a technical lead for assigned clients and queues.
Own tickets end-to-end, including client updates, vendor and carrier coordination, resolution confirmation, and handoff when work spans multiple teams.
Use structured troubleshooting and determine when to proceed independently, escalate, or engage additional resources.
Use scripting and automation for repeatable tasks, such as standard administrative actions with PowerShell, within approved standards.
Support security posture through identity verification, suspicious-activity handling, and incident escalation workflows.
Identify recurring issues, recommend remediation, and update knowledge bases and runbooks.
Mentor Service Engineer I staff through shadowing, pairing, and constructive escalation feedback.
Follow change-control, documentation, and escalation practices while working across functional boundaries as needed.
Maintain KPI expectations for SLA compliance, CSAT, utilization, billable efficiency, ticket quality, and QA.
Provide proactive client updates and clear next steps, and drive tickets through resolution.
Share knowledge and contribute constructively to execution improvements.