Senior IT Support Engineer

The IT Support Engineer (Level 3) is the top internal technical escalation resource, receiving complex tickets and project assignments through the service dispatcher and working closely with the Engineering Manager to ensure all work is completed within SLA. This role leads new client onboarding and infrastructure deployments, drives process documentation, and mentors junior engineers. Clear communication with the dispatcher on project timelines and escalation status is essential. 

Key Responsibilities 

• You’ll manage escalated tickets and project assignments, ensuring clear communication with the dispatcher and resolution within SLA timelines.
• You’ll serve as the highest escalation point, diagnosing complex technical issues, identifying root causes, and improving processes and documentation.
• You’ll lead Microsoft 365 and cloud initiatives, including migrations, architecture (M365, Entra ID, Intune), and au...