Senior IT Support Engineer
$130,000–$145,000 year
RemoteUnited States or Los Angeles, California, United States
Job Summary
Serve as the primary escalation resource for complex IT issues affecting Plant and production operations, resolving remote technical problems across the Microsoft ecosystem including identity, endpoints, and collaboration tools. Provide responsive customer service to non-technical staff at HQ and Plant locations while troubleshooting hardware, printers, scanners, and network connectivity critical to manufacturing. Mentor the IT team on remote diagnostics, best practices, and effective troubleshooting techniques, creating Standard Operating Procedures and maintaining a knowledge base to reduce repeat tickets. Design and build automated workflows using Power Automate and PowerShell scripts to streamline processes, while leveraging AI tools to accelerate diagnostics and documentation.
Required Qualifications
- 5+ years of progressive experience in IT support, endpoint management, systems administration, or related roles
- 2+ years serving as a senior technician, escalation engineer, technical expert, or equivalent role
- Hands-on experience administering Microsoft Entra ID, Intune, and Microsoft 365 in a production environment
- Experience developing PowerShell scripts and Power Automate workflows to automate operational tasks
- Experience supporting multi-site organizations, remote users, manufacturing facilities, or distributed operations required
- Strong track record of resolving technical issues remotely, without relying on in-person/on-site troubleshooting
- Strong knowledge of ITSM best practices, with experience supporting the implementation of a ticketing or ITSM platform
- Comfortable using AI tools to support troubleshooting, documentation, and automation, and staying current on new AI capabilities relevant to IT support
- Familiarity with Plant-floor technology such as handheld scanners, label printers, or industrial networking equipment
- Microsoft Entra ID / Intune administration
- Broad Microsoft ecosystem system administration: M365, SharePoint, OneDrive, Teams
- PowerShell scripting
- Remote access/remote monitoring tools: Microsoft Remote Assist, Quick Assist, RDP, TeamViewer, or RMM platforms
- Experience with low-code/no-code platforms, primarily within the Microsoft stack: Power Apps, Zapier, Make, n8n or similar
- AI tools for IT support and automation: Microsoft Copilot, Claude, Gemini or similar
- ITSM/ticketing platforms and IT service management best practices
- Networking fundamentals and troubleshooting
- Hardware/peripheral troubleshooting (desktops, laptops, printers, scanners)
- Technical writing for documentation purposes
- Documentation/knowledge base platform management: SharePoint, Confluence, or similar
- Microsoft Windows and third-party software troubleshooting/management
- Strong customer service orientation with the ability to communicate clearly to remote, non-technical audiences
- Proven ability to train and mentor team members
- Experience creating clear, usable SOPs and documentation
- Comfortable acting as an escalation point and staying calm under pressure
- General project management skills — organizing, prioritizing, and following through on multi-step initiatives
- Process-oriented mindset with the ability to design and improve workflows
Desired Qualifications
- Basic Azure administration experience
- ITIL familiarity or exposure to ITIL-aligned processes
- Power BI (report/dashboard creation)
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