Lead Senior Support Engineer

What You'll Do

• Serve as the primary escalation point for complex technical issues that the frontline support team cannot resolve.
• Troubleshoot and resolve issues involving Microsoft 365, Windows systems, Active Directory, Azure, networking, and enterprise applications.
• Provide technical leadership and guidance to support engineers and analysts.
• Help prioritize and manage support tickets to ensure service levels are met.
• Lead root cause analysis efforts and recommend long-term solutions for recurring issues.
• Create and maintain technical documentation, support procedures, and knowledge base articles.
• Partner with infrastructure, security, and application teams to resolve cross-functional issues.
• Support system upgrades, deployments, migrations, and other IT projects.
• Identify opportunities to improve processes, increase efficiency, and enhance the overall support experience.
• Participate in incident response activities and help coordinate efforts during major outages.
• Mentor junior and mid-level engineers through technical coaching and knowledge sharing.
• Help establish and maintain support standards, best practices, and operational procedures.

In addition to core support duties, this role provides hands-on IT support across Penn Aero's manufacturing and site environments.

• Provide IT support for manufacturing operations, production lines, laboratories, warehouses, and office environments.
• Support manufacturing-related technologies, including shop floor PCs, industrial workstations, barcode scanners, label printers, tablets, and other operational technology (OT) devices.
• Assist with troubleshooting and maintenance of laboratory systems, testing equipment, and technology used in production and quality environments.
• Work closely with Manufacturing, Engineering, Quality, and Facilities teams to resolve technology issues that affect operations.
• Support IT infrastructure and endpoint devices located in production areas while following all site safety and compliance requirements.
• Participate in equipment deployments, workstation installations, and technology upgrades within manufacturing and laboratory environments.
• Respond to critical production-impacting incidents with urgency to minimize operational downtime.

• 7–10 years of experience in IT support, systems administration, or a related technical support role.
• Proven ability to troubleshoot and resolve complex technical issues in an enterprise environment.
• Strong knowledge of Microsoft 365;
  Windows Server and desktop operating systems;
  Active Directory and Entra ;
  Azure services; networking fundamentals (DNS, DHCP, TCP/IP, VPN); and endpoint management tools such as Intune or SCCM.
• Experience working within an ITSM platform such as Service Now or Jira.
• Strong written and verbal communication skills.
• Ability to balance technical work with leadership and mentoring responsibilities.
• Experience working in environments with defined SLAs and support processes.

• Experience leading projects or providing technical leadership to support teams.
• ITIL Foundation certification or equivalent experience.
• Microsoft certifications related to Azure, Microsoft 365, or Windows administration.
• Experience with Power Shell scripting and automation.
• Familiarity with cybersecurity best practices and endpoint security tools.
• Experience supporting manufacturing, laboratory, pharmaceutical, biotechnology, food production, or industrial environments.
• Familiarity with manufacturing systems, quality systems, laboratory applications, or operational technology (OT) environments.
• Understanding of GMP, EHS, safety compliance, or regulated manufacturing environments is a plus.