Senior IT Support Engineer

Massachusetts Clean Energy Center•Boston, MA

5d•$100,000 - $110,000•Hybrid

About The Position

The Senior IT Support Engineer serves as a senior, on-site technical resource providing advanced end-user support, cross-platform troubleshooting, and operational assistance across MassCEC’s IT environment. This role functions as a Tier 3 escalation point, supports multiple technology domains, and partners closely with IT leadership, managed service providers (MSPs), and security vendors to ensure reliable, secure, and efficient IT operations. This position is hands-on, user-facing, and operationally focused, bridging day-to-day support with higher-level technical problem solving and light project work. This role will report to the Senior Director of IT and work closely with MSP support teams, cybersecurity advisors, and firewall/network vendors. This position will also serve as a key on-site extension of the IT leadership and operations function.

Requirements

5+ years of progressive IT support experience, including senior or escalation responsibilities
Strong experience supporting Windows environments
Hands-on experience with Microsoft 365 administration and troubleshooting
Solid understanding of identity, endpoint management, and networking fundamentals
Experience working in MSP or hybrid IT environments
Strong troubleshooting, analytical, and problem-solving skills
Excellent communication skills with both technical and non-technical users

Nice To Haves

Experience supporting Microsoft Teams Phone or enterprise telephony
Familiarity with cybersecurity practices, MFA, and incident response coordination
Prior experience providing on-site IT support in a professional office environment
Relevant certifications (Microsoft, CompTIA, or equivalent) a plus

Responsibilities

Serve as Tier 3 escalation for complex end-user issues beyond standard service desk resolution
Diagnose and resolve advanced hardware, software, and connectivity issues
Provide white-glove support for executives and senior staff
Act as primary on-site technical presence for troubleshooting and incident response
Support Microsoft 365 services including Exchange Online, Teams, OneDrive, SharePoint, and endpoint configuration
Assist with identity and access management tasks (Azure AD / Entra ID, MFA, conditional access support)
Support endpoint management, patching, and device lifecycle activities
Troubleshoot networking issues in coordination with firewall and network service providers
Support telecom and Microsoft Teams Phone issues
Work closely with MSPs resources to coordinate support activities and escalations
Assist internal IT leadership with technical execution of operational initiatives
Coordinate with cybersecurity and firewall vendors during incidents, testing, or remediation activities
Provide on-site assistance for vendor-led projects and changes
Document recurring issues, resolutions, and operational procedures
Identify opportunities to improve support processes and reduce recurring incidents
Assist with knowledge transfer from MSPs to internal IT resources
Contribute to service quality, reliability, and user satisfaction improvements
Develop and maintain SOPs, onboarding guides, and operational runbooks
Leverage automation and scripting (e.g., PowerShell, endpoint tooling) to reduce manual effort and improve consistency
Support endpoint management platforms (e.g., Intune) for software deployment, patching, inventory, and compliance
Assist with device imaging, refresh cycles, and OS upgrades (e.g., Windows 10→11)
Maintain accurate asset inventory and lifecycle records
Support conference room technology, AV systems, and Microsoft Teams Rooms/Zoom Rooms