Sr IT Service Engineer

The Senior IT Service Engineer is a technical contributor who owns complex Level 2 support for desktop, mobility, and device issues, and serves as a key technical resource. This role takes the lead on the most difficult tickets, supports mentoring of less experienced engineers, contributes to MDM and device management standards, and is a trusted technical voice during outages and cross-functional escalations.

• Own resolution of the most complex desktop and endpoint issues across Windows and Mac environments.
• Lead or support imaging, configuration, and deployment standards for PCs, laptops, and mobile devices.
• Serve as a point of escalation for desktop issues that Service Engineers and the Helpdesk are unable to resolve.
• Take a lead role in administering and troubleshooting MDM platforms - 42
  
  Gears for Zebra RF/handheld devices (TC77/78, TC8000/8300, MC9300) and Intune/Addigy (or equivalent) for Windows and Mac devices.
• Contribute to device enrollment, imaging, and policy standards, and help evaluate new devices or MDM features.
• Provide advanced troubleshooting support for device fleet issues affecting multiple sites or users.
• Perform advanced network troubleshooting (Wi‑Fi, VPN, connectivity diagnostics) and act as a key technical contact with the Network team during outages.
• Participate as a senior technical resource in outage response, working directly with Network, Voice, and Compute teams to identify and resolve root causes.
• Support post-incident documentation and contribute to identifying preventive measures.
• Contribute to and help maintain technical standards, SOPs, and documentation for desktop and device support.
• Support the rollout of new branch/DC systems, hardware refresh programs, and device migrations.
• Identify opportunities to improve support processes and reduce recurring issues.

• 8-15 years of experience in IT support, desktop engineering, or infrastructure roles.
• Associate's degree or coursework in IT, Computer Science, or related field.
• Strong expertise in Windows OS administration and troubleshooting; solid working knowledge of MacOS.
• Strong hands-on experience supporting Active Directory, and M365 in a Level 2 capacity
• Advanced, hands-on experience with MDM platforms including 42
  
  Gears, Intune, Addigy or equivalent.
• Strong hands-on experience with Zebra RF/handheld devices (TC77/78, TC8000/8300, MC9300), including configuration, remote management, and troubleshooting.
• Strong networking fundamentals (Wi‑Fi, VPN, TCP/IP) with the ability to troubleshoot complex connectivity issues and engage credibly with Network teams.
• Experience acting as a technical escalation point across various Infrastructure teams.
• Experience leading technical work on projects.
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong documentation skills and experience contributing to technical standards or SOPs.
• Working knowledge of ITIL/ITSM practices is a plus.
• Relevant certifications such as Microsoft 365 Certified, ITIL Foundation, or Apple Certified Support Professional are a plus.
• Experience supporting warehouses and distribution center is desirable.

USD $66,000.00 - USD $88,000.00 /Yr.