Senior IT Support Engineer

What You'll Do

Technical Support & System Administration 

• Lead resolution of complex, cross-system technical issues (e.g., endpoint, network, A/V, and service integrations)  
• Oversee and optimize system performance, reliability, and scalability across environments  
• Provide escalation support for high-impact or sensitive technical issues  
• Design and implement solutions to reduce recurring issues and improve system stability  
• Guide system configuration standards and best practices 

Customer Service & Stakeholder Advisory 

• Act as a trusted advisor on technology decisions and service options.  
• Translate technical concepts into clear, actionable recommendations.  
• Anticipate needs and proactively suggest improvements.  
• Handle sensitive and high-impact situations with sound judgment and discretion. 
• Build strong, trust-based relationships with stakeholders and partners.  

Technology Account & Service Optimization 

• Lead optimization of technology service accounts (internet, cellular, SaaS, domains, etc.)  
• Analyze usage, performance, and cost data to identify and drive improvements  
• Conduct billing audits and ensure financial accuracy across services  
• Recommend and implement service optimizations and cost-saving initiatives  
• Support service planning, upgrades, and lifecycle improvements. 

Vendor Management & Optimization 

• Own day-to-day vendor relationships and performance management  
• Lead vendor optimization efforts, including contract evaluation and negotiation support  
• Evaluate vendors and recommend solutions within approved frameworks  
• Ensure service quality, accountability, and adherence to expectations  
• Manage escalations and complex vendor-related issues 

Process Improvement & Documentation 

• Identify systemic issues and implement long-term solutions.  
• Lead projects and operational initiatives end-to-end.  
• Drive improvements in documentation, workflows, and service delivery. 
• Create, standardize, and continuously improve documentation, processes, and workflows  
• Establish best practices for system management, account operations, and service delivery  
• Ensure knowledge is effectively shared across the team 

Leadership & Mentorship 

• Mentor and support development of junior and mid-level team members  
• Provide guidance on troubleshooting, decision-making, and best practices  
• Lead projects and cross-functional initiatives  
• Promote a culture of continuous improvement and service excellence 

 What You'll Bring

• Bachelor’s degree in Information Technology, Business, or related field preferred 
• At least 5–7 years of experience in IT operations, systems administration, technical support or related roles.  
• Relevant certifications are a plus 
• Advanced troubleshooting across endpoints, SaaS platforms, networks, and A/V systems  
• Strong understanding of integrated IT environments and service ecosystems  
• Experience with Microsoft 365, Google Workspace, and enterprise SaaS tools  
• Deep knowledge of IT services (internet, cellular, streaming, domains, etc.)  
• Strong experience with vendor management, contract evaluation, and service optimization 
• Strategic thinking with focus on optimization and continuous improvement  
• Strong analytical and problem-solving skills  
• Ability to influence decisions and drive outcomes across stakeholders  
• Excellent communication and stakeholder management skills  
• Ability to manage complex priorities and operate independently  
• High level of professionalism, discretion, and judgment 
• Ability to work flexible hours, including evenings or weekends as needed  
• Participation in on-call or escalation support rotation