Senior Information Technology 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

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

ITIL familiarity or exposure to ITIL‑aligned processes

TECHNICAL SKILLS

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

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle or feel and to talk or to hear. The employee is frequently required to sit. The employee is occasionally required to stand and walk. The employee must regularly lift and/or move up to ten (10) pounds and occasionally lift and/or move up to twenty‑five (25) pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

NOTE: The work environment may differ when traveling to Plant locations. The employee may be exposed to working around moving machinery and vehicles, inclement weather or other outside environment conditions.

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