IT Support Engineer

Key Responsibilities

• Act as the primary escalation point for complex, high-impact, or recurring technical issues.
• Perform root cause analysis and implement long-term solutions to prevent recurrence.
• Lead problem management efforts, identifying trends and addressing systemic issues.
• Partner with infrastructure, security, and application teams to resolve cross-functional challenges.
• Design and implement automation and process improvements to improve service desk efficiency.
• Analyze service desk metrics and trends to proactively improve performance and user experience.
• Establish and maintain documentation standards and knowledge management practices.
• Support planning, testing, and deployment of new systems and tools.
• Serve as a technical advisor on endpoint management, device standards, and support strategy.
• Coordinate with vendors on advanced technical issues and escalations.
• Provide advanced mentorship and technical leadership to team members.
• Participate in major incident response and resolution as needed.
• Ensure compliance with quality systems, security standards, and regulatory requirements.

Skills, Knowledge & Expertise

• Bachelor’s Degree or equivalent work experience preferred

• 4–6+ years of experience in IT support or service delivery
• Advanced experience with endpoint management (e.g., Microsoft Intune)
• Strong experience with scripting/automation (e.g., PowerShell)
• Experience with Active Directory and identity/access management
• Experience working cross-functionally with infrastructure and engineering teams
• Strong understanding of ITIL practices, particularly incident and problem management

• Advanced troubleshooting and root cause analysis skills
• Ability to translate recurring issues into systemic improvements
• Strong analytical and problem-solving capabilities
• Ability to influence and lead without formal authority
• Strong documentation and knowledge-sharing mindset
• Ability to manage multiple priorities in a fast-paced environment