Senior IT Support Engineer

Technical Support & System Administration

• Lead resolution of complex, cross-system technical issues (e.g., endpoint, network, A/V, and service integrations)
• Oversee and optimize system performance, reliability, and scalability across environments
• Provide escalation support for high-impact or sensitive technical issues
• Design and implement solutions to reduce recurring issues and improve system stability
• Guide system configuration standards and best practices

• Act as a trusted advisor on technology decisions and service options.
• Translate technical concepts into clear, actionable recommendations.
• Anticipate needs and proactively suggest improvements.
• Handle sensitive and high-impact situations with sound judgment and discretion.
• Build strong, trust-based relationships with stakeholders and partners.
• Lead optimization of technology service accounts (internet, cellular, SaaS, domains, etc.)
• Analyze usage, performance, and cost data to identify and drive improvements
• Conduct billing audits and ensure financial accuracy across services
• Recommend and implement service optimizations and cost-saving initiatives
• Support service planning, upgrades, and lifecycle improvements.
• Own day-to-day vendor relationships and performance management
• Lead vendor optimization efforts, including contract evaluation and negotiation support
• Evaluate vendors and recommend solutions within approved frameworks
• Ensure service quality, accountability, and adherence to expectations
• Manage escalations and complex vendor-related issues

• Identify systemic issues and implement long-term solutions.
• Lead projects and operational initiatives end-to-end.
• Drive improvements in documentation, workflows, and service delivery.
• Create, standardize, and continuously improve documentation, processes, and workflows
• Establish best practices for system management, account operations, and service delivery
• Ensure knowledge is effectively shared across the team
• Mentor and support development of junior and mid-level team members
• Provide guidance on troubleshooting, decision-making, and best practices
• Lead projects and cross-functional initiatives
• Promote a culture of continuous improvement and service excellence

• Bachelor’s degree in Information Technology, Business, or related field preferred
• At least 5‑7 years of experience in IT operations, systems administration, technical support or related roles
• Relevant certifications are a plus
• Advanced troubleshooting across endpoints, SaaS platforms, networks, and A/V systems
• Strong understanding of integrated IT environments and service ecosystems
• Experience with Microsoft 365, Google Workspace, and enterprise SaaS tools
• Deep knowledge of IT services (internet, cellular, streaming, domains, etc.)
• Strong experience with vendor management, contract evaluation, and service optimization
• Strategic thinking with focus on optimization and continuous improvement
• Strong analytical and problem-solving skills
• Ability to influence decisions and drive outcomes across stakeholders
• Excellent communication and stakeholder management skills
• Ability to manage complex priorities and operate independently
• High level of professionalism, discretion, and judgment
• Ability to work flexible hours, including evenings or weekends as needed
• Participation in on‑call or escalation support rotation

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