IT Services Senior Engineer & Support Escalation

Acumen Consulting; St. Louis (MO); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Short-term disability

Long-term disability

Life insurance

Supplemental insurance

PTO

Floating holiday

Health Savings Account

Dependent care FSA

Employee assistance program

Mileage reimbursement

Job training

Social events

Job summary

Acumen Managed IT Services in Richmond Heights, MO is seeking a full-time Senior Engineer & Level 3 Escalation Support to join a proactive team delivering advanced IT services to clients. The role emphasizes network, software, and hardware expertise with on-call responsibilities.

You will support client needs, troubleshoot complex issues, and help design scalable solutions while maintaining high service levels and customer satisfaction.

Qualifications

• Associate or Bachelor's degree in a technical field (or equivalent experience).
• 5+ years of hands-on experience in technical support or system administration.
• Strong knowledge of networking, Windows/Linux, M365 and cloud platforms.
• Excellent problem-solving and communication skills.
• Certifications such as CompTIA, Microsoft, or Advanced certifications are a plus.

Responsibilities

• Diagnose and resolve advanced technical issues across systems, hardware, and software.
• Provide expert-level support to Level 1 and Level 2 technicians.
• Collaborate with engineering and development teams to troubleshoot and improve system performance.
• Lead root cause analysis and implement long-term solutions.
• Maintain documentation of technical procedures and resolutions.
• Participate in on-call rotations and respond to high-priority incidents.
• Train and mentor junior technicians.

Skills

Networking knowledge

Windows

Linux

M365

Cloud platforms

Problem-solving

Communication

Education

Associate or Bachelor's degree in a technical field

Job description

Acumen Managed IT Services in Richmond Heights, MO is looking to hire a full-time Senior Engineer and Level 3 Escalation Support to work on a team providing innovative solutions and exceptional technology support to clients and maintaining their network systems. Do you love working in the field of IT? Would you like to work for a company that values and rewards your expertise? Do you want to join an established and growing business? If so, please read on!

This IT Services Senior Engineer position earns a competitive salary of $70,000-$90,000 a year, depending on experience. We provide competitive benefits, including medical, dental, vision, short-term disability, long-term disability, life, supplemental insurance, paid time off (PTO), paid holidays including floating holiday, a health savings account (HSA), a dependent care flexible spending account (FSA), an employee assistance program (EAP), mileage reimbursement, job training, and fun social events.

About Acumen Consulting

Mission

Our mission is to empower businesses to achieve their goals by leveraging technology.

Core Values

• Act with Honesty and Integrity
• Create Win-Win Outcomes
• Treat Everyone with Respect
• Be Passionate and Enthusiastic
• Perform with Professionalism

Our Passion

We are passionate about our customers' success, providing quality services, and improving our teams' technical skills.

A DAY IN THE LIFE OF AN IT SERVICES SENIOR ENGINEER & SUPPORT ESCALATION

As an IT Services Senior Engineer, you have the vital role of supporting client needs and ensuring their technology works for them. With careful attention to detail and an understanding of networking, business networks, software and hardware integrations, you use our Professional Services Automation platform to maintain, track and document client IT systems and make sure they are operating effectively, provide escalation support and systems design to collaborate on client projects and ensure services are delivered with excellence. As an IT systems problem-solver, you capably troubleshoot and resolve issues with technology and keep up to date with cutting-edge technologies. You demonstrate excellent customer service skills as you communicate with internal and client teams to understand their needs and ensure key success factors are met.

Your thorough knowledge of hardware, software, and technology tools allows you to be an expert escalation resource to efficiently troubleshoot and resolve issues, ensure security for users and systems, and help setup clients technology systems. Our team appreciates your team-oriented attitude as you helpfully talk to customers, document service tickets and keep clients productive. You also coordinate with vendors and other team members to keep client operations flowing smoothly. Committed to continual improvement, you research new technologies and recommend practices to our executive team to increase efficiency. You feel great knowing that your technical skills and great personality are valued!

Key Responsibilities

• Diagnose and resolve advanced technical issues across systems, hardware, and software.
• Provide expert-level support to Level 1 and Level 2 technicians.
• Collaborate with engineering and development teams to troubleshoot and improve system performance.
• Lead root cause analysis and implement long-term solutions.
• Maintain documentation of technical procedures and resolutions.
• Participate in on-call rotations and respond to high-priority incidents.
• Train and mentor junior technicians.

Qualifications

• Associate or Bachelor's degree in a technical field (or equivalent experience).
• 5+ years of hands‑on experience in technical support or system administration.
• Strong knowledge of networking, Windows/Linux, M365 and cloud platforms.
• Excellent problem‑solving and communication skills.
• Certifications such as CompTIA, Microsoft, or Advanced certifications are a plus.

Skills Wishlist

365 ManagementFortigate ConfigurationMail Flow TroubleshootingSharePoint configuration and managementDesktop and User SupportIP RoutingPowershellVLAN ConfigurationWorkstation SetupDNS, DHCPWindows ServerM365 LicensingEDR RemediationMDR (365) Remediation

WORK SCHEDULE

This IT Services Senior Engineer & Support Escalation position has a schedule of Monday - Friday, 8 am - 5 pm. This job has an on‑call rotation and may require work during non-business hours to ensure clients' needs are met.

WHY WORK HERE?

Collaborative and supportive teamFocus on culture and core valuesCutting-edge technologyAlways something new, exciting industryOpportunities for growthCompetitive pay and benefits

Location: 63117