Senior IT Support Engineer

RDV Corporation•Grand Rapids, MI

13h

About The Position

This role involves leading the resolution of complex technical issues, optimizing system performance, and acting as a trusted advisor on technology decisions. The Senior IT Support Engineer will oversee technology service accounts, manage vendor relationships, drive process improvements, and mentor junior team members. The position requires advanced troubleshooting skills, a strong understanding of integrated IT environments, and the ability to manage complex priorities independently.

Requirements

At least 5–7 years of experience in IT operations, systems administration, technical support or related roles.
Advanced troubleshooting across endpoints, SaaS platforms, networks, and A/V systems
Strong understanding of integrated IT environments and service ecosystems
Experience with Microsoft 365, Google Workspace, and enterprise SaaS tools
Deep knowledge of IT services (internet, cellular, streaming, domains, etc.)
Strong experience with vendor management, contract evaluation, and service optimization
Strategic thinking with focus on optimization and continuous improvement
Strong analytical and problem-solving skills
Ability to influence decisions and drive outcomes across stakeholders
Excellent communication and stakeholder management skills
Ability to manage complex priorities and operate independently
High level of professionalism, discretion, and judgment
Ability to work flexible hours, including evenings or weekends as needed
Participation in on-call or escalation support rotation

Nice To Haves

Bachelor’s degree in Information Technology, Business, or related field preferred
Relevant certifications are a plus

Responsibilities

Lead resolution of complex, cross-system technical issues (e.g., endpoint, network, A/V, and service integrations)
Oversee and optimize system performance, reliability, and scalability across environments
Provide escalation support for high-impact or sensitive technical issues
Design and implement solutions to reduce recurring issues and improve system stability
Guide system configuration standards and best practices
Act as a trusted advisor on technology decisions and service options
Translate technical concepts into clear, actionable recommendations
Anticipate needs and proactively suggest improvements
Handle sensitive and high-impact situations with sound judgment and discretion
Build strong, trust-based relationships with stakeholders and partners
Lead optimization of technology service accounts (internet, cellular, SaaS, domains, etc.)
Analyze usage, performance, and cost data to identify and drive improvements
Conduct billing audits and ensure financial accuracy across services
Recommend and implement service optimizations and cost-saving initiatives
Support service planning, upgrades, and lifecycle improvements
Own day-to-day vendor relationships and performance management
Lead vendor optimization efforts, including contract evaluation and negotiation support
Evaluate vendors and recommend solutions within approved frameworks
Ensure service quality, accountability, and adherence to expectations
Manage escalations and complex vendor-related issues
Identify systemic issues and implement long-term solutions
Lead projects and operational initiatives end-to-end
Drive improvements in documentation, workflows, and service delivery
Create, standardize, and continuously improve documentation, processes, and workflows
Establish best practices for system management, account operations, and service delivery
Ensure knowledge is effectively shared across the team
Mentor and support development of junior and mid-level team members
Provide guidance on troubleshooting, decision-making, and best practices
Lead projects and cross-functional initiatives
Promote a culture of continuous improvement and service excellence