Senior Technical Support Engineer

Clean Air Task Force

69d•$85,000 - $105,000•Remote

About The Position

We are seeking an experienced Senior Technical Support Engineer to serve as a trusted escalation point for staff technology issues and to take ownership of complex support and Microsoft 365–related work. In this role, you will independently triage, investigate, and resolve issues affecting end users, while making thoughtful, production-impacting changes across our IT environment. This position works directly with staff and leadership to deliver high-quality, timely support for users with limited availability, while also contributing to ongoing improvements in systems, processes, and documentation. The ideal candidate is comfortable balancing day-to-day support responsibilities with deeper technical problem-solving and project-based work. This role is well-suited for someone who enjoys owning problems end-to-end and improving how IT services are delivered over time.

Requirements

5-10 years of advanced-level, tier 2/3 IT support experience in an M365, Windows, & Mac environment.
Associate or bachelor’s degree in computer science, information technology, or related field.
Current and verifiable technical certifications such as Microsoft 365 Certified Endpoint Administrator Associate, Administrator Expert, or Security Operations Analyst Associate, CompTia A+, Security+, or similar.
Excellent interpersonal and communication skills, with the ability to work effectively with highly functional users and leadership
Expert troubleshooting skills, including root cause analysis, research, testing, and resolution of complex technical issues
Strong analytical, diagnostic, and problem-solving skills with a high level of attention to detail
Demonstrated ability to independently manage a support ticket queue, including timely responses, thorough investigation, documentation, follow-through, and resolution without escalation unless necessary
Strong understanding of Microsoft 365 administration and how tenant-level changes impact users, security, and organizational workflows
Ability to design and support secure collaboration with external partners using Microsoft 365, including sharing controls, permissions, and best-practice tool selection
Expert knowledge of Windows and macOS hardware and operating systems
Ability to troubleshoot and support virtual and physical meetings
Experience using ticketing systems for issue tracking and documentation
Ability to research unfamiliar issues, learn new SaaS platforms, and apply solutions methodically while minimizing risk
Ability to assess, investigate, and determine whether messages are spam, phishing, or malicious, using technical indicators, user context, and security best practices.
Hands-on experience independently administering a Microsoft 365 tenant, including making production changes that impact users across Exchange, Teams, SharePoint, identity, and device management.
Experience designing or improving Microsoft 365 operational practices, such as onboarding/offboarding workflows, permission models, documentation standards, or support processes.
Hands-on experience administering Microsoft 365, including user onboarding and offboarding, license assignment, group management, role-based access, and day-to-day administration across Microsoft 365 Admin Center and related portals
Experience administering and troubleshooting Exchange Online, including mail flow diagnostics (mail traces, transport rules), shared mailboxes, calendaring issues, permissions, and mail routing concepts
Experience with Microsoft Teams, including standard, private, and shared channels; chat v.s. channel use cases; external collaboration; and troubleshooting Teams-related issues
Strong SharePoint Online experience, including permissions models, external sharing, site vs OneDrive use cases, storage management, and building and maintaining SharePoint pages and sites
Experience working with Entra ID (Azure AD), including identity, access, and group management concepts
Expert-level experience supporting end users on Windows 11, macOS (MacBooks), iOS, and Android devices
Experience working with MDM platforms such as Intune and JAMF for device management and troubleshooting
Experience with remediation of cybersecurity-related issues affecting end users and endpoints
Solid understanding of IP networking, wireless communication, and printer configuration and troubleshooting
Experience investigating suspected spam and phishing emails, including analyzing message headers, reviewing mail flow, validating sender authenticity, and determining appropriate remediation or user guidance.

Nice To Haves

Experience with CrowdStrike Falcon MDR
High level of autonomy
High level of attention to detail
Consistent follow-through and a commitment to high-quality work
Ability to learn and administer new SaaS
Passion for CATF’s mission

Responsibilities

Providing rapid, high-quality support for end users using remote assistance tools, serving as an escalation point for complex or time-sensitive issues.
Independently triaging, investigating, and resolving technical issues while documenting findings, actions taken, and outcomes in the ticketing system.
Creating and maintaining internal and user-facing documentation to improve support efficiency, consistency, and self-service.
Training staff on supported platforms and systems, with a focus on effective and secure use of Microsoft 365 tools.
Contributing to project-related work across Microsoft 365 and other cloud environments, including implementation, testing, and process improvements.
Supporting staff onboarding, software installation, and endpoint-related tasks, and determining when issues require repair, replacement, or escalation to vendors.
Other duties as assigned.