The Role
Provides advanced IT support across Microsoft 365, identity and access, endpoint management, networking, security tooling, backup systems, and business applications. Owns tickets end to end, coordinates with vendors, troubleshoots independently, documents resolutions, improves operational workflows, and mentors junior service engineers. The role operates under strict SLA, utilization, quality, and customer satisfaction metrics while using PowerShell automation and following security, change-control, and escalation procedures.
Summary Generated by Built In
Role SummaryThe IT Support Engineer independently resolves more complex issues and assumes full ownership for end-to-end resolution. This role requires stronger technical judgment, efficiency, proactive communication, and disciplined execution in a metric-driven environment. This role may include dedicated client service assignments requiring broad technical execution, independent ownership, and cross-functional collaboration within Executech standards.Key Responsibilities
- Resolve issues beyond IT Support Specialist scope across devices, identity, Microsoft 365, networking fundamentals, and core business systems, acting as a consistent technical lead for assigned clients and queues.
- Own tickets end-to-end: client updates, vendor/carrier coordination, resolution confirmation, and handoff when scope spans multiple teams.
- Apply structured troubleshooting and sound judgment on when to proceed independently, escalate, or engage additional resources.
- Use scripting and automation for repeatable tasks (e.g., PowerShell for standard admin actions) within approved standards.
- Support security posture through correct identity verification, suspicious-activity handling, and incident escalation workflows.
- Contribute to operational improvement: surface recurring issues, recommend remediation, and update KB/runbooks.
- Mentor Service Engineer I staff through shadowing, pairing, and high-quality escalation feedback.
- Balance client advocacy with scalability, security, and Executech standards, operating across functional boundaries when needed while adhering to change control, documentation, and escalation practices.
- Multi-step M365 administration (licenses, groups, mailbox permissions, SharePoint/Teams access issues) with judgment and minimal supervision.
- Endpoint and device management (Intune policies, device compliance basics, BitLocker recovery, Autopilot resets) within SOP.
- Identity and access management troubleshooting (Conditional Access impacts, SSO issues, MFA/Authenticator edge cases).
- Backup/DR and security tooling triage (agent health, failed jobs, initial containment actions per incident SOP).
- PSA/RMM improvements: suggests workflow fixes; flags recurring issue trends with evidence.
- SLA compliance: ≥ 90% (rolling 90-day).
- CSAT: ≥ 97% positive (rolling 90-day).
- Utilization: 90% utilization target.
- Billable efficiency: ≥ 80% billable efficiency (rolling 90-day).
- Ticket quality: meets documentation/time-entry standards; participates in QA audits.
- QA target: ≥ 90/100 (< 85/100 triggers coaching plan).
- 2–5 years of IT support experience with increasing complexity (MSP experience strongly preferred).
- Strong working knowledge of Microsoft 365 administration, identity, device management, and common MSP toolsets.
- Able to prioritize effectively under SLA pressure while maintaining quality and client communication.
- Comfortable performing intermediate troubleshooting across multiple systems and documenting evidence.
- Working knowledge of PowerShell fundamentals and willingness to build safe automation (reviewed/approved).
- Hold (or actively pursue) one Microsoft role-based certification aligned to daily responsibilities (e.g., MD-102 or MS-102).
- AZ-104 is recommended for engineers working regularly in Azure/M365 administration and is required for Senior promotion readiness.
- (Equivalent experience may be considered where appropriate.)
- Integrity: make sound technical decisions; follow standards under pressure; escalate appropriately.
- Mindset: continuously improve skills; adapt quickly to new tooling/standards; apply feedback independently.
- Passion: own outcomes, not tasks; bring energy to problem-solving and client experience.
- Accountability: drive tickets to resolution; meet KPI expectations consistently; keep work visible and up to date.
- Client-Centric: manage expectations with proactive updates and clear next steps.
- Teamwork: share knowledge; mentor; contribute constructively to execution improvements.
Skills Required
- 2-5 years of IT support experience with increasing complexity
- Strong working knowledge of Microsoft 365 administration, identity, device management, and common MSP toolsets
- Ability to prioritize effectively under SLA pressure while maintaining quality and client communication
- Experience performing intermediate troubleshooting across multiple systems and documenting evidence
- Working knowledge of PowerShell fundamentals and willingness to build safe, reviewed automation
- Hold or actively pursue one Microsoft role-based certification aligned with daily responsibilities, such as MD-102 or MS-102
- MSP experience
- AZ-104 certification for engineers regularly working in Azure/Microsoft 365 administration
- Equivalent experience may be considered where appropriate
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The Company
What We Do
Executech is an award-winning, managed IT services provider. We provide enterprise-quality IT support to small and medium-sized organizations through our team of highly trained and friendly experts. Your company's IT problems are over! Executech is ready to handle all of your networks, servers, computers and much more, so you can focus on your business. Flexible and Effective Our goal is to be as flexible and as effective as possible for your business by providing quick and affordable solutions for your networking needs. The IT services in Utah we offer include creating and maintaining networks, building custom computers and servers, providing on-site and remote technical support and much more. Outsourced IT When you out-source your IT problems we help you maintain a competitive advantage over your competition. All of our technicians are fully trained in Microsoft, Apple, and A+, so they are adaptable to a wide range of situations on all types of systems. To learn more about how Executech can take care of your IT services, call us at 801.253.4541 or email [email protected].
