Senior IT Escalation Engineer — Endpoints, Identity & VDI

XS Brokers Insurance Agency Inc; Quincy (MA); On-site; USD 82,000 - 90,000; Full time

Job summary

XS Brokers Insurance Agency Inc. 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 apps, and mentor junior staff.

This role bridges frontline support with infrastructure and security teams in a dynamic enterprise IT environment. You will administer NinjaOne and Intune, manage Entra ID/AD, and support VPN and VDI.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• 3–5 years of IT support experience with advancement from basic to complex work.
• Proficient in Windows OS, Microsoft 365, and AD/Entra ID administration.
• Hands-on experience with NinjaOne (RMM) and Freshservice (ITSM).
• Experience with Microsoft Intune for endpoint management.
• Knowledge of FortiClient/FortiSASE VPN configuration and support.
• Experience with VDI environments.
• Familiarity with Veeam backup platform at an operational level.
• Knowledge of ITIL processes; certifications preferred.

Responsibilities

• Receive and resolve escalated Level 2 incidents from Tier 1 with closure accountability.
• Troubleshoot across Windows OS, Microsoft 365, networking, VPN, and apps.
• Escalate to infrastructure, security, or vendors with thorough handoff docs.
• Identify patterns for root cause analysis.
• Administer NinjaOne RMM including remote remediation and patching.
• Manage Intune policies, device enrollment, and security configurations.
• Manage AD/Entra ID users, groups, and RBAC.
• Support Conditional Access and MFA in Entra ID.
• Manage VPN provisioning and connectivity in FortiClient/FortiSASE.
• Provide Level 2 support for VDI environments.
• Troubleshoot business apps like Vertafore AIM, Salesforce, Microsoft 365 services.
• Coordinate with vendors on escalated app incidents.
• Handle complex identity provisioning and access management.
• Review onboarding/offboarding workflows and runbooks.
• Ensure changes are documented for audits.
• Lead onboarding sessions ensuring workstation setup and app access.
• Monitor Veeam backup jobs and report issues.
• Support basic infrastructure health monitoring (Zabbix).
• Assist with patch management and vulnerability tracking.
• Maintain asset records for endpoints in ITSM.
• Lead IT projects and drive root-cause analysis to resolution.
• Develop and improve Freshservice knowledge base and runbooks.
• Contribute in team meetings and knowledge-sharing.

Skills

Advanced troubleshooting

Root cause analysis

Technical documentation

Self-directed ownership

Clear communication

Mentoring junior staff

Multi-tasking

Education

Bachelor's degree in IT or related field

Tools

NinjaOne

Freshservice

Microsoft Intune

Entra ID

Active Directory

FortiClient/FortiSASE

Veeam

VDI

Job description

XS Brokers Insurance Agency Inc. 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 apps, and mentor junior staff.

This role bridges frontline support with infrastructure and security teams in a dynamic enterprise IT environment. You will administer NinjaOne and Intune, manage Entra ID/AD, and support VPN and VDI.