Senior Information Technology Support Engineer

JM Eagle, Inc.; Los Angeles (CA); On-site; USD 110,000 - 160,000; Full time

Job summary

JM Eagle, Inc. seeks 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 in Los Angeles.

You will mentor the team, resolve complex issues, and help scale IT operations across HQ and Plant sites through automation and ITSM practices. You'll build PowerShell automations, manage Microsoft Entra ID, Intune, and 365, and partner with Plant leadership to prevent issues and improve support

Qualifications

• 5+ years of progressive IT support, endpoint management, or related roles.
• 2+ years as a senior technician, escalation engineer, or equivalent.
• Hands‑on experience administering Microsoft Entra ID, Intune, and Microsoft 365 in production.
• Experience developing PowerShell scripts and Power Automate workflows.
• Experience supporting multi‑site organizations with remote users and Plant facilities.
• Strong track record of effective remote issue resolution and ITSM practices.
• Comfort using AI tools to enhance troubleshooting, documentation, and automation.
• Familiarity with Plant‑floor tech such as scanners and label printers.

Responsibilities

• Serve as a key escalation resource for complex IT issues, prioritizing Plant/production impacts.
• Provide responsive support across HQ and Plant locations, clearly communicating with non‑technical staff.
• Troubleshoot and resolve issues across the Microsoft ecosystem (identity, endpoints, collaboration tools).
• Apply ITSM best practices and assist in implementing a formal ITSM/ticketing platform.
• Act as the go‑to IT resource for Plant locations to keep production running smoothly.
• Remotely resolve Plant issues using remote access and clear on‑site guidance.

Skills

Remote troubleshooting

Mentoring/leadership

Automation mindset

Problem solving

Documentation/writing

Tools

Microsoft Entra ID (Azure AD)

Intune

Microsoft 365

Power Automate

PowerShell

SharePoint/Confluence

RDP/Remote Assist

ITSM platform

Job description

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.