Senior IT Support Engineer

TECHNOLOGY & INNOVATION; City of Rochester (NY); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Quarterly bonus

Medical, dental, HSA

Travel reimbursement

4 weeks PTO + 10 holidays

Job summary

TECHNOLOGY & INNOVATION in the Rochester, NY metropolitan area seeks a Senior IT Support Engineer to provide advanced end-user support and drive exceptional client experiences.

You will handle Microsoft 365 services, cloud-based identity and endpoint management, and proactive incident response in a fast-paced enterprise environment. On-site daily, with quarterly on-call responsibilities and a comprehensive benefits package.

Qualifications

• 6+ years of end-user technical support experience, including executive-level users.
• Excellent written and verbal communication; ability to prioritize under pressure.
• Willingness to be on-site daily; on-call quarterly.

Responsibilities

• Provide advanced technical support for Microsoft 365 services including Exchange Online, SharePoint Online, Teams, OneDrive, and Intune.
• Diagnose and resolve complex identity, access, and endpoint management issues in a cloud-first enterprise.
• Lead incident response and root cause analysis for outages and performance issues across M365 workloads.
• Administer and optimize M365 tenant configurations, licenses, and security policies.
• Implement identity controls via Entra ID, including conditional access and MFA.
• Deploy and manage endpoint configurations with Intune and Autopilot.
• Monitor service health and logs to identify trends and improve performance.
• Apply AI-driven tools to accelerate troubleshooting and proactive solutions.
• Customize M365 settings to meet organizational needs and integrate with third-party tools.
• Maintain security and compliance features such as DLP, retention, and alerts.

Skills

End-user support

Executive support

Strong communication

Time management

On-site work

On-call readiness

Tools

Microsoft 365

Exchange Online

SharePoint Online

Teams

OneDrive

Intune

Entra ID

Autopilot

Claude

Copilot

ChatGPT

Job description

Senior IT Support Engineer

Department: Support Engineer

Employment Type: Full Time

Location: East Coast

Compensation: $80,000 - $110,000 / year

Description

We are hiring for a full-time Senior IT Support Engineer in the Rochester, NY Metropolitan Area. This role requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations.

We are looking for professionals who provide high-touch, personalized technical support and proactive solutions that ensure a seamless and exceptional experience for our clients.

What You’ll Do:

• Provide advanced technical support for Microsoft 365 services including:
• Exchange Online, SharePoint Online, Teams, OneDrive, and Intune
• Diagnose and resolve complex issues related to identity, access, collaboration, and endpoint management in a cloud-first enterprise environment
• Lead incident response and root cause analysis for service outages and performance degradations across M365 workloads
• Administer and optimize Microsoft 365 tenant configurations, user accounts, licenses, and security policies using admin centers and automation tools
• Implement and manage identity and access controls via Entra ID, including conditional access and multi-factor authentication
• Deploy and manage endpoint configurations and security baselines using Intune and Autopilot
• Monitor service health, audit logs, and usage analytics to proactively identify trends, ensure compliance, and enhance performance
• Apply advanced AI-driven tools such as Claude, Copilot and ChatGPT to accelerate troubleshooting, automate tasks, and deliver proactive solutions that enhance client satisfaction and operational efficiency
• Customize M365 services to meet organizational needs, including mailbox policies, Teams settings, SharePoint configurations, and device compliance rules
• Integrate Microsoft 365 with third-party tools and services, ensuring seamless interoperability and alignment with business requirements
• Implement and maintain security and compliance features such as DLP policies, retention labels, and alerting mechanisms

Required Qualifications:

• 6+ years of recent end-user technical support experience, including providing support to executive-level users
• Strong problem-solving skills and attention to detail
• Excellent written and verbal communication
• Strong time management and ability to prioritize
• Ability to thrive in a fast-paced environment and work effectively under pressure
• Ability to be on-site daily (Monday-Friday)
• Available to be on call once per quarter for one week

Rewards:

• $80,000 - $110,000 + Generous Quarterly Bonus
• Best-in-class benefits: medical, dental, HSA, Dependent Day Care FSA
• Travel/commuter reimbursement
• 4 weeks PTO and 10 paid holidays