Senior IT Support Engineer

Senior IT Support Engineer

Unifi is the nation's largest aviation services provider, with over 45K team members and a global footprint spanning over 250 airports in the U.S., Canada, the UK, Ireland, and continental Europe. We deliver reliable, high quality aviation services that support global travel and the world's leading airlines. At Unifi, you'll be part of a diverse, inclusive team where passion, integrity, and empathy are at the core of what we do.

We are seeking a Senior IT Support Engineer to provide end-user technical support across our corporate and field operations teams. This role serves as a key point of contact for IT-related issues, ensuring timely resolution of support requests involving devices, applications, system access, and general troubleshooting.

The ideal candidate will have hands-on experience supporting Windows environments, Microsoft 365 applications, and endpoint management tools while delivering excellent customer service to both office and frontline employees.

Essential Duties and Responsibilities

• Serve as the primary point of contact for day-to-day IT support requests
• Troubleshoot hardware, software, printer, mobile device, and application-related issues
• Provide remote and onsite support for employees as needed
• Manage support tickets from intake through resolution within the ticketing system
• Prioritize requests based on business impact and service level expectations
• Document troubleshooting steps, resolutions, and escalations accurately
• Support setup, imaging, configuration, and deployment of laptops and mobile devices
• Assist with routine software installations, updates, and system patching
• Support Microsoft 365 applications including Outlook, Teams, and OneDrive
• Assist with password resets, account access, and MFA troubleshooting
• Support user account administration within Azure Active Directory (EntraID)
• Assist with device management and policy support through Microsoft Intune
• Escalate advanced technical issues to senior IT resources or vendors when appropriate
• Maintain knowledge base documentation and standard operating procedures
• Identify recurring issues and recommend process improvements

Qualifications

• Must be able to pass a pre-employment drug screen and background check
• 2–5 years of experience in Help Desk, IT Support, or End User Support
• Experience supporting Windows 10/11 environments
• Familiarity with Microsoft 365, Azure Active Directory (Entra ID), and Microsoft Intune
• Experience using ServiceNow or similar ticketing systems
• Working knowledge of TCP/IP, DNS, VPN, and basic network troubleshooting
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to manage multiple priorities in a fast-paced environ

Preferred Qualifications

• Experience with SCCM/MECM
• Microsoft certifications such as Azure Fundamentals or Modern Desktop Administrator
• Experience supporting multi-site or distributed workforce environments

Physical Requirements / Work Environment:

• Ability to sit, stand, and work at a computer for extended periods
• Ability to lift and move IT equipment up to 25 pounds as needed
• Occasional travel to local sites may be required

Unifi is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status.