Senior Information Technology Support Engineer

About Us

JM Eagle is the world’s largest manufacturer of plastic pipe, supporting critical infrastructure across North America. Behind our manufacturing and corporate operations is an IT environment that keeps employees, plants, and production systems connected and running.

We’re looking for a highly technical Senior IT Support Engineer to serve as a senior escalation resource for our IT team, with a particular focus on supporting our manufacturing locations.

This role goes beyond traditional help desk support. You’ll solve complex technical issues, administer Microsoft technologies, automate repetitive processes, and help build the documentation and support practices that allow our IT organization to scale.

This role is ideal for an experienced IT support or systems engineer who enjoys being the person others turn to when an issue gets complicated.

You’ll serve as a key technical escalation point for our Plant locations, troubleshooting production-impacting issues remotely and working closely with the IT Services Lead to keep critical technology running smoothly.

At the same time, we want someone who looks beyond the individual ticket. If you solve the same problem twice, you should be thinking about how to automate it, document it, or eliminate the underlying issue.

You’ll have the opportunity to work with Microsoft Entra , Intune, Microsoft 365, Power Shell, Power Automate, AI tools, ITSM platforms, remote-support technologies, and multi-site infrastructure while mentoring other members of the IT team.

• Serve as a senior escalation resource for complex IT issues across corporate and manufacturing locations.
• Prioritize and resolve technology issues affecting Plant and production operations.
• Troubleshoot Microsoft identity, endpoint, collaboration, and application issues.
• Provide remote technical support to Plant locations using remote-access tools, phone/video troubleshooting, and collaboration with onsite personnel.
• Support Plant-floor technology including workstations, barcode scanners, BOL/loading-ticket printers, label printers, and network connectivity.
• Administer Microsoft Entra , Intune, Microsoft 365, conditional access, device management, and security policies.
• Develop and maintain Power Shell scripts to automate administrative and system-maintenance tasks.
• Build workflows using Power Automate and other low-code/no-code technologies.
• Identify repetitive support processes and turn them into automated workflows.
• Use AI tools such as Microsoft Copilot and other AI-assisted technologies to improve troubleshooting, documentation, scripting, and automation.
• Help evaluate AI-assisted ticket triage, knowledge-base search, and other support capabilities.
• Create and maintain SOPs, technical documentation, and employee self-service resources.
• Train and mentor IT team members on troubleshooting techniques, remote support, and customer service best practices.
• Apply ITSM best practices and assist with the implementation and adoption of a formal ticketing/ITSM platform.
• Coordinate with vendors, ISPs, and local resources when Plant issues require onsite intervention.

• 5+ years of progressive experience in IT support, endpoint management, systems administration, or a related technical role.
• 2+ years working as a senior technician, escalation engineer, technical SME, or equivalent.
• Hands‑on experience administering Microsoft Entra , Intune, and Microsoft 365 in a production environment.
• Strong Power Shell scripting experience.
• Experience developing workflows with Power Automate or similar automation platforms.
• Experience supporting multi-site organizations, manufacturing facilities, remote users, or distributed operations.
• Strong ability to diagnose and resolve technical issues remotely rather than relying on onsite troubleshooting.
• Knowledge of ITSM best practices and experience with ticketing or IT service‑management platforms.
• Familiarity with networking fundamentals and connectivity troubleshooting.
• Experience supporting endpoints, printers, scanners, and other peripherals.
• Strong technical documentation and SOP‑writing skills.
• Comfortable using AI tools to improve IT support and…