Senior IT Support Engineer

PEMCO • Seattle, WA

19h • Hybrid

About The Position

PEMCO has a dynamic and challenging opportunity for a Senior IT Support Engineer to join our community. As a Senior Support Engineer, you will serve as a technical expert and escalation point for complex IT issues, providing advanced support across our infrastructure, end-user devices, networking, and cloud environments. In this role, you will lead the resolution of critical incidents, perform root cause analyses, and proactively implement solutions to prevent recurring issues. Your responsibilities will include overseeing server and network administration, managing cloud resources, and driving automation efforts to improve operational efficiency. In addition to hands-on technical work, you will play a strategic role in IT projects, guiding team members, and collaborating with cross-functional teams to achieve project goals. As a mentor, you will support junior engineers’ development, sharing your expertise in areas like Active Directory, Group Policy, and scripting (PowerShell, Python). With a strong focus on continuous improvement, you’ll be instrumental in refining IT processes, enhancing system performance, and maintaining high standards of documentation and support.

Requirements

• B.A. or B.S. degree or equivalent work experience (Computer science, Engineering or equivalent) is required
• 5+ years of experience in IT support or systems administration, with a progressive career path reflecting increased responsibility and technical expertise.
• Advanced expertise in server and systems administration across Windows and Linux environments, with a track record of successful troubleshooting and system optimization.
• Strong networking skills, including proficiency in subnetting, routing, firewall configurations, and VPN setup, with the ability to address complex connectivity issues.
• Cloud Management Experience : Demonstrated experience in managing and optimizing Azure and Office365 environments, with an understanding of AWS
• Advanced Scripting & Automation Skills : Proficient in PowerShell and Python, with a focus on developing automation scripts to streamline IT processes and reduce manual work.
• High-Level Knowledge of Active Directory and Group Policy : In-depth understanding of user and group management, policy configuration, and advanced troubleshooting in multi-domain environments.
• Excellent Problem-Solving Skills : Strong analytical skills to diagnose complex issues, including root cause analysis and preventive planning.
• Project Coordination Skills : Experience in leading technical projects, with skills in managing timelines, coordinating with cross-functional teams, and adhering to project deliverables.
• Mentorship Abilities : Proven experience in coaching and mentoring junior team members, with a collaborative approach to sharing knowledge and upskilling the team.
• Advanced Troubleshooting and Root Cause Analysis : Expertise in diagnosing and resolving complex issues across end-user devices, servers, networking, and applications. Proficient in conducting root cause analysis and implementing preventive solutions.
• Expertise in Systems Administration : High-level skills in administering and optimizing Windows and Linux servers, including advanced configurations, system tuning, and performance optimization.
• Advanced Networking Skills : In-depth knowledge of networking protocols and configurations, including routing, subnetting, VPNs, VLANs, firewalls, and network security. Able to handle complex network troubleshooting and setup.
• Deep Knowledge of Active Directory and Group Policy : Mastery in managing multi-domain AD environments, advanced permissions management, and complex Group Policy configurations.
• Cloud Infrastructure Management : Advanced understanding of Office365, Azure, and hybrid cloud environments, with a focus on security, compliance, and resource optimization.
• Scripting and Automation : High proficiency in PowerShell, Python, or other scripting languages to develop advanced automation scripts, streamline IT processes, and improve efficiency across the team.
• Project Management and Coordination : Ability to lead and coordinate technical projects, manage timelines, and work collaboratively with cross-functional teams to achieve project goals.
• Mentorship and Leadership : Strong coaching and mentoring skills to guide junior team members, promote knowledge sharing, and build team capabilities.
• Strategic Problem-Solving : Strong analytical and strategic thinking skills to proactively identify and address recurring issues, with a focus on implementing sustainable solutions.
• Documentation and Process Improvement : Expertise in creating detailed documentation and standard operating procedures, with a continuous improvement mindset for refining processes.
• Stakeholder Communication and Management : Excellent communication skills for effectively engaging with end-users, team members, and leadership. Skilled in translating technical information for non-technical stakeholders and managing escalations smoothly.

Nice To Haves

• Microsoft Certified Azure Solutions Architect
• Microsoft 365 Certified Enterprise Administrator Expert
• Cisco Certified Network Associate (CCNA)
• VMWare Certified Professional (VCP)
• Microsoft Certified Azure Solutions Architect for Virtualization and Cloud Infrastructure Design
• Microsoft PowerShell Automation and/or Python Programming Certification or similar

Responsibilities

• Serve as the primary escalation point for complex technical issues, guiding junior support engineers through troubleshooting and resolution.
• Oversee and perform advanced administration of Windows, Linux, and virtualized environments, including proactive system tuning, performance optimization, and advanced troubleshooting.
• Provide higher-level support for networking issues, assisting with network design and security configurations, such as firewall rules, VPN setup, and security monitoring.
• Manage and optimize cloud and hybrid services (Azure, Office365, AWS) at a strategic level, including implementing and refining cloud security, cost management, and compliance.
• Develop and implement complex scripts to automate processes, system updates, and deployment tasks, while mentoring others on best scripting practices (PowerShell, Python).
• Create and maintain detailed documentation for advanced procedures, best practices, and training guides.
• Actively share knowledge with junior engineers to foster skill growth across the team.
• Lead major incident responses, perform root cause analyses, and proactively identify trends in recurring issues to develop preventive measures.
• Act as a technical lead on IT projects, overseeing timelines, coordinating with other teams, and ensuring project goals are met within scope.
• Mentor junior engineers, conduct training sessions, and help shape professional development paths for team members.
• Authentically support the PEMCO Brand and constantly are on the lookout for top talent to join us to achieve our Mission to Worry Less and Live More.
• Other duties as assigned.

Benefits

• Medical, dental, and vision plans for employees and their eligible family members
• Generous employer premium cost shares
• Employer-paid basic life and accidental death & dismemberment insurance policies
• Long- and short-term disability benefit coverages
• 401(k) plan with a generous employer match (2 for 1 on the first 6% employee pre-tax and/or Roth deferral, up to federal maximums)
• Vacation accrual (10 days for new hires, increasing with tenure to a maximum of 25 days)
• Four (4) personal days immediately upon hire
• Paid holidays for the eight (8) observed holidays
• Up to ten (10) days of sick leave immediately upon hire (pro-rated)
• Paid time off for bereavement
• Paid time off for jury duty
• Paid time off for employee volunteering
• Flexible Spending Accounts
• Education Assistance Program after one year of service
• Scholarship program for children of PEMCO employees after one year of service
• Employee Assistance Program
• Well-being program
• Discretionary taxable gifts and gift cards
• Discounts on computer software and hardware
• Discounts on cell phone plans
• Discounts on rental cars

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree