Senior IT Support Engineer

Senior IT Support Engineer

Department: Support Engineer

Employment Type: Full Time

Location: East Coast

Compensation: $80,000 - $110,000 / year

Description

We are hiring for a full-time Senior IT Support Engineer in the Rochester, NY Metropolitan Area.  This role requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations.

We are looking for professionals who provide high-touch, personalized technical support and proactive solutions that ensure a seamless and exceptional experience for our clients.

What You'll Do:

-Provide advanced technical support for Microsoft 365 services including: -Exchange Online, SharePoint Online, Teams, OneDrive, and Intune -Diagnose and resolve complex issues related to identity, access, collaboration, and endpoint management in a cloud-first enterprise environment -Lead incident response and root cause analysis for service outages and performance degradations across M365 workloads -Administer and optimize Microsoft 365 tenant configurations, user accounts, licenses, and security policies using admin centers and automation tools -Implement and manage identity and access controls via Entra ID, including conditional access and multi-factor authentication -Deploy and manage endpoint configurations and security baselines using Intune and Autopilot -Monitor service health, audit logs, and usage analytics to proactively identify trends, ensure compliance, and enhance performance -Apply advanced AI-driven tools such as Claude, Copilot and ChatGPT to accelerate troubleshooting, automate tasks, and deliver proactive solutions that enhance client satisfaction and operational efficiency -Customize M365 services to meet organizational needs, including mailbox policies, Teams settings, SharePoint configurations, and device compliance rules -Integrate Microsoft 365 with third-party tools and services, ensuring seamless interoperability and alignment with business requirements -Implement and maintain security and compliance features such as DLP policies, retention labels, and alerting mechanisms

Required Qualifications:

-6+ years of recent end-user technical support experience, including providing support to executive-level users -Strong problem-solving skills and attention to detail -Excellent written and verbal communication -Strong time management and ability to prioritize -Ability to thrive in a fast-paced environment and work effectively under pressure -Ability to be on-site daily (Monday-Friday) -Available to be on call once per quarter for one week

Rewards:

-$80,000 - $110,000 + Generous Quarterly Bonus -Best-in-class benefits: medical, dental, HSA, Dependent Day Care FSA -Travel/commuter reimbursement -4 weeks PTO and 10 paid holidays