Senior IT Support Engineer
Job Overview We are looking for a Senior IT Support Engineer to maintain, optimize, and troubleshoot our internal IT infrastructure, technical systems, and employee hardware/software environment. In this role, you will provide advanced escalation support, manage enterprise IT tools, and ensure high system availability, security, and performance across the organization.
Key Responsibilities
Tier 2/3 Technical Support: Resolve escalated support tickets regarding network connectivity, hardware issues, operating systems (macOS, Windows, Linux), and business software.
Infrastructure & Network Management: Oversee local network infrastructure (routers, switches, firewalls, Wi-Fi), ensuring optimal performance, security protocols, and minimal downtime.
Identity & Access Management: Administer user accounts, permissions, and single sign-on (SSO) setups using identity providers like Google Workspace, Okta, or Active Directory.
System Deployment & Management: Provision, configure, and deploy workstations and devices using Mobile Device Management (MDM) tools (e.g., Jamf, Microsoft Intune).
Security & Compliance: Enforce IT security policies, conduct routine system audits, manage endpoint protection/antivirus systems, and patch vulnerabilities proactively.
Process & Tool Improvement: Automate repetitive workflows, optimize IT ticketing systems, and maintain documentation for internal procedures and end-user self-service guides.
Vendor & Asset Management: Maintain hardware/software inventory, track licensing compliance, and liaise with external technology vendors and service providers.
Requirements & Qualifications
Experience: 4+ years of experience in an IT Support Engineer, Systems Administrator, or similar senior technical support role.
OS Mastery: Strong technical proficiency with macOS, Windows, and Linux operating systems.
Networking Knowledge: Solid understanding of TCP/IP, DNS, DHCP, VPNs, VLANs, and firewall configuration.
SaaS & Cloud Administration: Hands-on experience administering cloud applications (Google Workspace, Microsoft 365, Slack, Jira, Zoom).
MDM & Automation: Experience configuring and managing MDM solutions and writing basic scripts (Bash, PowerShell, or Python) for task automation.
Certifications (Preferred): Relevant industry certifications such as CompTIA Network+/Security+, CCNA, JAMF Certified Admin, or Microsoft Certified: System Administrator.
Soft Skills: Excellent problem-solving skills, strong verbal and written communication skills, and a high level of empathy when supporting non-technical team members.