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.
 

Support & Escalation

• 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

Plant & Manufacturing Systems

• 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

Training & Documentation

• 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

Automation, AI & Process Improvement

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

Systems Administration

• Administer Microsoft Entra ID (Azure AD) and Intune, including device management, conditional access, and security policies
• Support general Microsoft ecosystem administration across HQ and Plant locations
• Help maintain the reliability of network infrastructure and connectivity at Plant locations, escalating to vendors or ISPs when needed

QUALIFICATIONS

Experience

• 5+ years of progressive experience in IT support, endpoint management, systems administration, or related roles
• 2+ years serving as a senior technician, escalation engineer, technical expert, or equivalent role
• Hands-on experience administering Microsoft Entra ID, Intune, and Microsoft 365 in a production environment
• Experience developing PowerShell scripts and Power Automate workflows to automate operational tasks
• Experience supporting multi-site organizations, remote users, manufacturing facilities, or distributed operations required
• Strong track record of resolving technical issues remotely, without relying on in-person/on-site troubleshooting
• Strong knowledge of ITSM best practices, with experience supporting the implementation of a ticketing or ITSM platform
• Comfortable using AI tools to support troubleshooting, documentation, and automation, and staying current on new AI capabilities relevant to IT support
• Familiarity with Plant-floor technology such as handheld scanners, label printers, or industrial networking equipment

Nice to Have

• Basic Azure administration experience
• ITIL familiarity or exposure to ITIL-aligned processes
• Power BI (report/dashboard creation)

TECHNICAL SKILLS

• Microsoft Entra ID / Intune administration
• Broad Microsoft ecosystem system administration: M365, SharePoint, OneDrive, Teams
• PowerShell scripting
• Remote access/remote monitoring tools: Microsoft Remote Assist, Quick Assist, RDP, TeamViewer, or RMM platforms
• Experience with low-code/no-code platforms, primarily within the Microsoft stack: Power Apps, Zapier, Make, n8n or similar
• AI tools for IT support and automation: Microsoft Copilot, Claude, Gemini or similar
• ITSM/ticketing platforms and IT service management best practices
• Networking fundamentals and troubleshooting
• Hardware/peripheral troubleshooting (desktops, laptops, printers, scanners)
• Technical writing for documentation purposes
• Documentation/knowledge base platform management: SharePoint, Confluence, or similar
• Microsoft Windows and third-party software troubleshooting/management

Success in this Role

Within the first 12 to 18 months, this individual will:

• Establish themselves as the main point of contact for Plant IT support, providing consistent, responsive remote support that Plant staff know to rely on
• Document all Plant-specific support needs, processes, and exceptions, creating a reference that reduces ramp-up time for the rest of the team
• Train the IT team on remote support techniques and customer service best practices, raising the overall quality and consistency of support delivered to Plant users
• Support the Service Lead in applying ITSM best practices and rolling out a formal ITSM/ticketing platform, helping drive adoption across the team
• Design and implement automated process flows for recurring IT operational needs, reducing manual effort and repeat tickets

COMMUNICATION AND LEADERSHIP SKILLS

• Strong customer service orientation with the ability to communicate clearly to remote, non-technical audiences
• Proven ability to train and mentor team members
• Experience creating clear, usable SOPs and documentation
• Comfortable acting as an escalation point and staying calm under pressure
• General project management skills — organizing, prioritizing, and following through on multi-step initiatives
• Process-oriented mindset with the ability to design and improve workflows