Senior IT Support Engineer

Job Description

Job Description

Description

We are hiring for a full-time Senior IT Support Engineer in the Rochester, NY Metropolitan Area.  This role requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations.

We are looking for professionals who provide high-touch, personalized technical support and proactive solutions that ensure a seamless and exceptional experience for our clients.

-Provide advanced technical support for Microsoft 365 services including:
-Exchange Online, SharePoint Online, Teams, OneDrive, and Intune
-Diagnose and resolve complex issues related to identity, access, collaboration, and endpoint management in a cloud-first enterprise environment
-Lead incident response and root cause analysis for service outages and performance degradations across M365 workloads
-Administer and optimize Microsoft 365 tenant configurations, user accounts, licenses, and security policies using admin centers and automation tools
-Implement and manage identity and access controls via Entra ID, including conditional access and multi-factor authentication
-Deploy and manage endpoint configurations and security baselines using Intune and Autopilot
-Monitor service health, audit logs, and usage analytics to proactively identify trends, ensure compliance, and enhance performance
-Apply advanced AI-driven tools such as Claude, Copilot and ChatGPT to accelerate troubleshooting, automate tasks, and deliver proactive solutions that enhance client satisfaction and operational efficiency
-Customize M365 services to meet organizational needs, including mailbox policies, Teams settings, SharePoint configurations, and device compliance rules
-Integrate Microsoft 365 with third-party tools and services, ensuring seamless interoperability and alignment with business requirements
-Implement and maintain security and compliance features such as DLP policies, retention labels, and alerting mechanisms

-6+ years of recent end-user technical support experience, including providing support to executive-level users
-Strong problem-solving skills and attention to detail
-Excellent written and verbal communication
-Strong time management and ability to prioritize
-Ability to thrive in a fast-paced environment and work effectively under pressure
-Ability to be on-site daily (Monday-Friday)
-Available to be on call once per quarter for one week

-$80,000 - $110,000 + Generous Quarterly Bonus
- Best-in-class benefits: medical, dental, HSA, Dependent Day Care FSA
-Travel/commuter reimbursement
-4 weeks PTO and 10 paid holidays