Senior IT Support Engineer
About The Position
We're looking for a Senior IT Support Engineer to serve as a technical escalation expert and automation resource for our IT team, with a primary focus on supporting our Plant locations. This role blends strong support skills with systems administration, process automation, and mentorship of team members. You'll be a key escalation resource for our Plant sites, working closely with our Service Lead to resolve complex issues, maintain production-critical systems, and keep manufacturing technology running smoothly. Beyond day-to-day support, you'll mentor the team on effective troubleshooting techniques and best practices for supporting users across multiple locations, ensuring HQ and Plant users receive responsive, high-quality IT support. You'll also bring IT service management best practices to the team and help us apply AI tools to make support and automation more effective. This is a great fit for someone who enjoys solving problems at both the individual and systemic level — helping a Plant user in the moment, then building the automation or SOP that prevents the next ten tickets like it. You'll be a force multiplier for the IT team — directly supporting critical Plant operations day-to-day while building the automation, documentation, and processes that let the whole team scale. This role offers a mix of technical depth, creative problem-solving, and the opportunity to mentor and shape how IT support is delivered across our Plant network.
Requirements
- 5+ years of progressive experience in IT support, endpoint management, systems administration, or related roles.
- 2+ years serving as a senior technician, escalation engineer, technical expert, or equivalent role.
- Hands-on experience administering Microsoft Entra ID, Intune, and Microsoft 365 in a production environment.
- Experience developing PowerShell scripts and Power Automate workflows to automate operational tasks.
- Experience supporting multi-site organizations, remote users, manufacturing facilities, or distributed operations required.
- Strong track record of resolving technical issues remotely, without relying on in-person/on-site troubleshooting.
- Strong knowledge of ITSM best practices, with experience supporting the implementation of a ticketing or ITSM platform.
- Comfortable using AI tools to support troubleshooting, documentation, and automation, and staying current on new AI capabilities relevant to IT support.
- Familiarity with Plant-floor technology such as handheld scanners, label printers, or industrial networking equipment.
- Microsoft Entra ID / Intune administration.
- Broad Microsoft ecosystem system administration: M365, SharePoint, OneDrive, Teams.
- PowerShell scripting.
- Remote access/remote monitoring tools: Microsoft Remote Assist, Quick Assist, RDP, TeamViewer, or RMM platforms.
- Experience with low-code/no-code platforms, primarily within the Microsoft stack: Power Apps, Zapier, Make, n8n or similar.
- AI tools for IT support and automation: Microsoft Copilot, Claude, Gemini or similar.
- ITSM/ticketing platforms and IT service management best practices.
- Networking fundamentals and troubleshooting.
- Hardware/peripheral troubleshooting (desktops, laptops, printers, scanners).
- Technical writing for documentation purposes.
- Documentation/knowledge base platform management: SharePoint, Confluence, or similar.
- Microsoft Windows and third-party software troubleshooting/management.
Nice To Haves
- Basic Azure administration experience.
- ITIL familiarity or exposure to ITIL-aligned processes.
- Power BI (report/dashboard creation).
Responsibilities
- Serve as a key escalation resource for complex or unresolved IT issues, working closely with the Service Lead, with priority given to issues affecting Plant and production operations.
- Provide responsive, customer service across HQ and Plant locations, communicating clearly with non-technical staff — with a particular focus on supporting our Plant footprint.
- Troubleshoot and resolve issues across the Microsoft ecosystem (identity, endpoints, collaboration tools).
- Apply IT service management (ITSM) best practices to track and manage issues, and support the Service Lead in implementing a formal ITSM/ticketing platform for the team.
- Act as the go-to IT resource for our Plant locations, providing responsive support to keep production and Plant operations running smoothly.
- Resolve Plant technical issues remotely whenever possible, using remote access, phone/video walkthroughs, and clear instructions for on-site Plant staff.
- Support the IT infrastructure critical to Plant operations, including workstations, printers (BOL, Loading Ticket, barcode label), scanners, and network connectivity on the Plant floor, coordinating with on-site staff or local vendors when hands-on work is required.
- Partner with Plant managers and site leadership to understand operational priorities and proactively address recurring technical issues before they impact production.
- Teach and coach the rest of the IT Service team on effective remote Plant support techniques — including remote diagnostics, working through non-technical on-site contacts, and knowing when an issue truly requires local hands-on help.
- Train and mentor team members, helping build their technical skills, remote troubleshooting techniques, and customer service approach.
- Create and maintain Standard Operating Procedures (SOPs) for internal IT use and employee self-service.
- Contribute to a growing knowledge base to reduce repeat tickets and support team scalability.
- Design and build workflows using Power Automate and other low-code/no-code tools to streamline IT and business processes.
- Write and maintain PowerShell scripts to automate administrative tasks and system maintenance.
- Identify manual, repetitive processes and convert them into automated workflows.
- Use AI tools (e.g., Microsoft Copilot, AI-assisted scripting and troubleshooting) to speed up diagnostics, documentation, and automation development.
- Evaluate and pilot AI-driven support capabilities (e.g., AI-assisted ticket triage, chat-based troubleshooting, knowledge base search) to improve support speed and quality as we build out our ITSM practices.
- Administer Microsoft Entra ID (Azure AD) and Intune, including device management, conditional access, and security policies.
- Support general Microsoft ecosystem administration across HQ and Plant locations.
- Help maintain the reliability of network infrastructure and connectivity at Plant locations, escalating to vendors or ISPs when needed.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
