Senior IT Support Engineer

We're looking for a Senior IT Support Engineer to serve as a technical escalation expert and automation resource for our IT team, with a primary focus on supporting our Plant locations. This role blends strong support skills with systems administration, process automation, and mentorship of team members. You'll be a key escalation resource for our Plant sites, working closely with our Service Lead to resolve complex issues, maintain production-critical systems, and keep manufacturing technology running smoothly. Beyond day-to-day support, you'll mentor the team on effective troubleshooting techniques and best practices for supporting users across multiple locations, ensuring HQ and Plant users receive responsive, high-quality IT support. You'll also bring IT service management best practices to the team and help us apply AI tools to make support and automation more effective. This is a great fit for someone who enjoys solving problems at both the individual and systemic level — helping a Plant user in the moment, then building the automation or SOP that prevents the next ten tickets like it. You'll be a force multiplier for the IT team — directly supporting critical Plant operations day-to-day while building the automation, documentation, and processes that let the whole team scale. This role offers a mix of technical depth, creative problem-solving, and the opportunity to mentor and shape how IT support is delivered across our Plant network. Qualifications Support & Escalation Serve as a key escalation resource for complex or unresolved IT issues, working closely with the Service Lead, with priority given to issues affecting Plant and production operations Provide responsive, customer service across HQ and Plant locations, communicating clearly with non-technical staff — with a particular focus on supporting our Plant footprint Troubleshoot and resolve issues across the Microsoft ecosystem (identity, endpoints, collaboration tools) Apply IT service management (ITSM) best practices to track and manage issues, and support the Service Lead in implementing a formal ITSM/ticketing platform for the team Plant & Manufacturing Systems Act as the go‑to IT resource for our Plant locations, providing responsive support to keep production and Plant operations running smoothly Resolve Plant technical issues remotely whenever possible, using remote access, phone/video walkthroughs, and clear instructions for on‑site Plant staff Support the IT infrastructure critical to Plant operations, including workstations, printers (BOL, Loading Ticket, barcode label), scanners, and network connectivity on the Plant floor, coordinating with on‑site staff or local vendors when hands‑on work is required Partner with Plant managers and site leadership to understand operational priorities and proactively address recurring technical issues before they impact production Training & Documentation Teach and coach the rest of the IT Service team on effective remote Plant support techniques — including remote diagnostics, working through non-technical on‑site contacts, and knowing when an issue truly requires local hands‑on help Train and mentor team members, helping build their technical skills, remote troubleshooting techniques, and customer service approach Create and maintain Standard Operating Procedures (SOPs) for internal IT use and employee self‑service Contribute to a growing knowledge base to reduce repeat tickets and support team scalability Automation, AI & Process Improvement Design and build workflows using Power Automate and other low‑code/no‑code tools to streamline IT and business processes Write and maintain PowerShell scripts to automate administrative tasks and system maintenance Identify manual, repetitive processes and convert them into automated workflows Use AI tools (e.g., Microsoft Copilot, AI‑assisted scripting and troubleshooting) to speed up diagnostics, documentation, and automation development Evaluate and pilot AI‑driven support capabilities (e.g., AI‑assisted ticket triage, chat‑based troubleshooting, knowledge base search) to improve support speed and quality as we build out our ITSM practices Systems Administration Administer Microsoft Entra ID (Azure AD) and Intune, including device management, conditional access, and security policies Support general Microsoft ecosystem administration across HQ and Plant locations Help maintain the reliability of network infrastructure and connectivity at Plant locations, escalating to vendors or ISPs when needed Qualifications Experience 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 Nice to Have Basic Azure administration experience ITIL familiarity or exposure to ITIL‑aligned processes Power BI (report/dashboard creation) Technical Skills 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 Success in this Role Within the first 12 to 18 months, this individual will: Establish themselves as the main point of contact for Plant IT support, providing consistent, responsive remote support that Plant staff know to rely on Document all Plant‑specific support needs, processes, and exceptions, creating a reference that reduces ramp‑up time for the rest of the team Train the IT team on remote support techniques and customer service best practices, raising the overall quality and consistency of support delivered to Plant users Support the Service Lead in applying ITSM best practices and rolling out a formal ITSM/ticketing platform, helping drive adoption across the team Design and implement automated process flows for recurring IT operational needs, reducing manual effort and repeat tickets Communication And Leadership Skills 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 #J-18808-Ljbffr JM Eagle