Senior IT Support Engineer

Job Summary

This position requires communicating with clients and following appropriate processes and procedures to resolve the client’s technical issues. This position will work with management, senior network engineers, project engineers and support engineers to achieve client satisfaction with our service.      

Essential Duties and Responsibilities

1 – Resolves technical issues for clients following appropriate policies and procedures

• Provides top level technical support to clients  
• Serves as an escalation point and mentor for other engineers 
• Serves as a trainer for new/existing team members in the support department 
• Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup and enterprise email administration 
• Occasionally works to support the Projects team with configuration of On-Prem/Azure AD
• Diagnoses/troubleshoots complex technical issues with Active Directory and servers
• Cloud Administration including Office 365, Entra ID, MDM Enrollment and Policies using Microsoft Intune
• Works with Vendors to resolve application issues
• Makes/Approves DNS changes as required
• Review client backups to ensure proper functionality

2– Goes above and beyond in client service

• Fast response time, professional demeanor, follows through, excellent communication, ensures client satisfaction 

3– Upholds the core values of PCS

• We focus on the client experience
• We are team Players – We collaborate and cooperate to get things done
• We are each accountable for individual and team results
• We continually improve ourselves and PCS
• We communicate promptly, directly and respectfully

Required Skills

• High knowledge level in one or more disciplines of Servers, Active Directory, Microsoft 365, Azure AD 
• Must have and continually exhibit excellent client service and communication skills 
• Must have and continually exhibit excellent documentation and data entry skills 
• Must continually exhibit a willingness to learn and grow by pursuing opportunities to keep skills up to date 

Experience and Education Requirements

• A minimum of 3 years of experience in technical support services, Bachelor’s degree or technical college degree  
• A minimum of 2 years managing an Active Directory environment 
• Advanced knowledge of Microsoft server operating systems, workstation operating systems and desktops applications 
• Advanced knowledge in server and network configuration and maintenance 

Work Environment

• Prolonged periods of sitting and working on a computer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice