Senior IT Service Engineer

Executech•Seattle, WA

9d•$80,000 - $100,000

About The Position

The Senior Service Engineer is the highest level of escalation within reactive support. This role resolves complex, high-impact issues, leads technical response during major incidents, and raises team capability through mentorship, documentation, automation, and standards. Seniors remain generalists—valued for breadth, judgment, and leadership—not narrow specialization. This role may include dedicated client service assignments requiring advanced cross-functional execution, technical leadership, and ownership of outcomes within Executech standards.

Requirements

5+ years of progressively responsible IT support experience (MSP experience strongly preferred).
Broad, advanced competence across MSP-relevant technologies: M365 identity, endpoint management, basic-to-intermediate networking, security tooling, backup/DR.
Ability to rapidly assess ambiguous problems, form hypotheses, gather evidence, and drive resolution.
Strong written/verbal communication for high-pressure incident leadership and client-facing updates.
Automation capability: PowerShell proficiency; ability to safely operationalize repeatable fixes (peer reviewed).
AZ-104 (Azure Administrator) required (or must be completed within 6 months of entering the role).
One advanced or specialty cert within 12 months of entering the role (examples: MS-102, AZ-305, SC-300, SC-200).
Certifications support technical depth and credibility while maintaining a generalist operating model.

Responsibilities

Resolve complex, high-severity escalations across infrastructure, identity, networking, endpoint, and applications, serving as the senior technical point of contact for assigned clients and queues.
Lead technical response during major incidents: triage, containment, delegation, status updates, and stabilization.
Perform root-cause analysis and drive durable remediation to prevent recurrence.
Own client outcomes end-to-end, coordinating across internal teams and specialized resources when scope spans multiple functional areas.
Own vendor escalations (Microsoft, ISPs, SaaS) with clear evidence, timelines, and follow-through.
Deliver at least one continuous-improvement contribution per quarter, runbook, automation, monitoring, or standards update.
Mentor engineers across tiers; elevate troubleshooting habits, documentation quality, and judgment on when to proceed vs. escalate.
Partner with Service Directors on escalation strategy, queue health, and QA calibration.
Model exemplary documentation, time capture, and client communication, especially under pressure, while protecting scalability, security, and Executech standards.
Exercise senior-level judgment on when to proceed, when to escalate, and when to pull additional resources, and coach others to do the same.