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.

• 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

• 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

• 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

• Design and build workflows using Power Automate and other low‑code/no‑code tools to streamline IT and business processes
• Write and maintain Power Shell 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