Senior IT Service Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Address intricate, high-severity escalations across infrastructure, identity, networking, endpoint, and applications, acting as the senior technical liaison for assigned clients and queues.

• Spearhead technical responses during major incidents: triage, containment, delegation, status updates, and stabilization.

• Conduct root-cause analysis and implement durable solutions to prevent future occurrences.

• Manage client outcomes comprehensively, coordinating efforts across internal teams and specialized resources when the scope involves multiple functional areas.

• Handle vendor escalations (Microsoft, ISPs, SaaS) with clear documentation, timelines, and consistent follow-up.

• Contribute at least one continuous-improvement initiative each quarter, such as a runbook, automation, monitoring, or standards update.

• Mentor engineers across various tiers; enhance troubleshooting practices, documentation quality, and decision-making on when to progress versus escalate.

• Collaborate with Service Directors on escalation strategies, queue health, and quality assurance calibration.

• Demonstrate exemplary documentation, time management, and client communication, particularly under pressure, while ensuring scalability, security, and adherence to Executech standards.

• Utilize senior-level judgment to determine when to proceed, escalate, or involve additional resources, and guide others in making similar decisions.

⛳️ Requirements

• Over 5 years of progressively responsible IT support experience (experience in a Managed Service Provider is highly preferred).

• Extensive, advanced knowledge of MSP-relevant technologies: M365 identity, endpoint management, basic to intermediate networking, security tools, and backup/disaster recovery.

• Ability to quickly evaluate ambiguous issues, formulate hypotheses, gather evidence, and lead resolutions.

• Excellent written and verbal communication skills for leading high-pressure incidents and providing client-facing updates.

• Automation skills: Proficiency in PowerShell; capability to safely operationalize repeatable fixes (peer-reviewed).

• Certification expectations include AZ-104 (Azure Administrator) required (or must be obtained within 6 months of starting the role).

• Attain one advanced or specialty certification within 12 months of entering the role (examples include: MS-102, AZ-305, SC-300, SC-200).

🏝️ Benefits

• Health insurance

• Professional development opportunities