Senior IT Escalation Engineer - Endpoint & Security

XS Brokers

Quincy (MA)

On-site

USD 82,000 - 90,000

Full time

2 days ago

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Job summary

XS Brokers is seeking a Senior IT Support Specialist to serve as an escalation resource for the IT Service Desk. You will handle Level 2 incidents, perform advanced troubleshooting across Windows, M365, networking, and applications, and mentor junior staff while bridging operations with infrastructure and security teams.

This role requires autonomy beyond Tier 1, involvement in IT projects, and a strong focus on continuous improvement within a growing organization.

Qualifications

Bachelor's degree in IT, Computer Science, or a related field or equivalent experience with demonstrated progression.
3–5 years of IT support experience with advancement from basic to complex technical work.
Proficient in Windows OS, Microsoft 365, and Active Directory/Entra ID administration.
Hands-on experience with NinjaOne (RMM) and Freshservice or equivalent ITSM.
Experience with Microsoft Intune for endpoint management and policy administration.
Knowledge of FortiClient/FortiSASE VPN configurations and end-user troubleshooting.
Experience supporting VDI environments.
Familiarity with Veeam or equivalent backup platform at an operational level.
Understanding of ITIL-aligned processes: Incident, Problem, Change Management.

Responsibilities

Handle escalated Level 2 incidents from Tier 1 with accountability through closure.
Perform advanced troubleshooting across Windows, M365, networking, VPN, and apps.
Escalate to infrastructure, security, or vendors with thorough handoff docs.
Mentor junior team members and guide Tier 1 staff.