Senior IT Support Engineer

Role Overview

You will serve as the primary point of contact for all Digital Workplace and End User Computing incidents. As a Senior IT Support Engineer who will act as both a Tier 2/3 escalation point and a driver of automation within our organzation. This role requires a highly technical, hands-on engineer with strong scripting and process improvement skills. You will troubleshoot advanced client issues, streamline workflows, and implement automations to reduce manual tasks across our helpdesk, client onboarding, and service delivery.

Key Responsibilities

• Serve as the primary escalation point for complex technical incidents unresolved by the helpdesk.
• Design and implement automation scripts and workflows (PowerShell, Python, Bash, RMM policies) to reduce repetitive tasks such as user onboarding, device provisioning, reporting, and monitoring.
• Mentor and train junior engineers to improve efficiency and first-call resolution.
• Assist with client-facing IT projects such as migrations, network upgrades, and security rollouts.
• Administer and automate management of SaaS platforms (Microsoft 365, Google Workspace, Okta, Zoom, Slack, Adobe).
• Develop and maintain system documentation, SOPs, and internal knowledge base.
• Configure, deploy, and maintain client infrastructure: servers, endpoints, and networking (Meraki, UniFi, Cisco, etc.).
• Analyze recurring incidents and implement long-term, automated solutions.
• Provide occasional after-hours or onsite support for critical client needs.

Required Qualifications

• 5+ years of IT support experience with a focus on escalations, automation, or systems integration.
• Strong scripting/automation experience for user lifecycle, device management, reporting, and process automation.
• Experience with RMM tools (Intune, JAMF, Endpoint Manager, etc.) and automation policies.
• Deep knowledge of Microsoft 365, Google Workspace, Okta, and identity/access management.
• Strong networking skill