Principal IT Support Engineer

UFG is currently hiring a Principal IT Support Engineer. This role is the most senior technical expert within the IT Support organization, responsible
for architecting, designing, and delivering enterprise-scale solutions that optimize the end-user experience, endpoint infrastructure, and UFG’s support efficiency. This role sets the technical vision for endpoint management,
automation, and device lifecycle practices while mentoring engineers and guiding support strategies across the organization. 

Operating as the final escalation point within the end-user support group, this role collaborates deeply with Technology Operations, Enterprise Architecture, Security, and Technology Delivery teams to ensure scalable, secure, and well-integrated support solutions. The Principal IT Support Engineer leads cross-functional initiatives, evaluates emerging technologies, and continuously refines the tooling, standards, and processes that enable modern
workplace computing.

Essential Duties & Responsibilities:

• Lead the design, deployment, and lifecycle strategy of enterprise endpoint management platforms (e.g., Intune, Jamf Pro, ManageEngine) and support automation tooling.
• Drive the vision and roadmap for zero-touch provisioning, automated patching, and modern OS deployment, ensuring compatibility across macOS, Windows, and mobile ecosystems.
• Collaborate with leaders in Infrastructure, Security, Enterprise Architecture, and Technology Delivery to integrate endpoint solutions with identity, device compliance, and backend systems.
• Architect scalable, secure support solutions that reduce manual effort, enhance user satisfaction, and support organizational growth.
• Lead high-visibility projects across departments, ensuring timely delivery, technical alignment, and operational readiness.
• Guide the creation and adoption of support standards, policies, and enterprise tooling for imaging, onboarding, asset management, and endpoint security.
• Mentor and serve as a technical advisor to engineers, senior engineers, and broader IT support staff to elevate overall team maturity and performance.
• Act as the final escalation tier for complex endpoint and end-user technology issues, providing expert-level resolution and guidance.
• Represent the IT Support Engineering function in strategic planning discussions, audits, vendor reviews, and cross-functional working groups.
• Analyze system trends, telemetry, and incident patterns to anticipate risk and proactively remediate issues before they impact users.
• Create advanced technical documentation, deployment plans, and architecture diagrams to support project delivery and long-term scalability.
• Continuously evaluate and recommend emerging workplace technologies, platforms, and practices to maintain a forward-leaning IT support posture.
• Lead cross-functional testing and validation efforts in partnership with Infrastructure, Application Engineering, Enterprise Architecture, and Delivery teams, ensuring solutions are scalable, supportable, and aligned with end-user needs.

Job Specifications:

Education:

• Bachelor’s degree in information technology, Computer Science, MIS, Business, or equivalent work experience in an enterprise technology environment.

Certifications/Designations:

• CompTIA A+, Network+, ITIL V4, or Microsoft Certifications strongly preferred.
• Commitment to continued learning through courses, certifications, and in-house training.
• Certification in UEM/MDM platforms (e.g., Intune, Jamf Pro) required.

Experience:

• 10+ years of experience in enterprise IT support with progressive technical responsibilities.
• 7+ years managing Microsoft 365 environments, Entra ID (Azure AD), Exchange Online, and endpoint security tools.
• 5+ years architecting and leading deployments involving UEM/MDM tools (Intune, Jamf, ManageEngine).
• Deep experience writing and maintaining automation scripts using PowerShell (required) and Bash (preferred).
• Proven track record of leading cross-functional IT projects and influencing enterprise support strategies.
• Experience engaging with vendors, evaluating tools, and managing enterprise platform adoption.

Knowledge, skills & abilities:

• Deep architectural knowledge of endpoint management, device compliance, operating system deployment, and enterprise security configuration.
• Expert scripting and automation skills to enable repeatable, auditable, and efficient IT operations.
• Strong leadership, mentorship, and stakeholder engagement skills; capable of influencing outcomes across departments.
•  Strategic mindset focused on user experience, service quality, and technology optimization.
•  Excellent written and verbal communication, with the ability to distill complex ideas to non-technical audiences.
• Comfortable in a fast-paced environment, balancing project work, escalations, and long-term planning.

Working Conditions:

• Standard business hours in a general office environment; occasional flexibility may be needed for hardware deployments or high-priority projects and tasks.
• Ability to lift and carry up to 50 lbs as needed (e.g., monitors, printers).
•  May require bending, kneeling, or crawling to access under-desk areas or network ports during equipment installation or maintenance.
• Onsite/Hybrid work as determined by business needs.
•  Occasional on-call or after-hours work may be required during system outages, deployments, or for critical support needs.
• May involve periodic travel to satellite offices, data center, or partner locations.

Pay Transparency Statement:

UFG Insurance is committed to fair and equitable compensation practices. The base salary range for this position is $160,000 - $168,000 annually, which represents the typical range for new hires in this role. Individual pay within this range will be determined based on a variety of factors, including relevant experience, education, certifications, skills, internal equity, geography and market data. 

In addition to base salary, UFG Insurance offers a comprehensive total rewards package that includes:

• Annual incentive compensation
• Medical, dental, vision & life insurance
• Accident, critical Illness & short-term disability insurance
• Retirement plans with employer contributions
• Generous time-off program
• Programs designed to support the employee well-being and financial security.

This pay range disclosure is provided in accordance with applicable state and local pay transparency laws.