Senior IT Support Engineer

JM Eagle; Los Angeles (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

JM Eagle is seeking a Senior IT Support Engineer to act as the technical escalation expert for our IT team, focusing on Plant locations. You will mentor the team, implement ITSM best practices, and drive automation using Power Automate and PowerShell across HQ and Plant environments.

The role combines strong support skills with systems administration, process automation, and IT leadership to keep manufacturing technology running smoothly and reliably.

Qualifications

• 5+ years of progressive IT support, endpoint management, or systems administration.
• Experience as a senior technician, escalation engineer, or technical expert.
• Hands-on experience administering Microsoft Entra ID, Intune, and Microsoft 365 in production.
• PowerShell scripting and Power Automate workflows to automate ops tasks.
• Familiarity with multi-site operations and remote user support.

Responsibilities

• Serve as key escalation resource for complex IT issues affecting Plant operations.
• Provide responsive remote and on-site support across HQ and Plant locations.
• Develop and maintain SOPs and knowledge base for scalable support.
• Mentor IT Service team on remote support techniques and customer service.
• Design automated workflows to reduce manual tickets and improve ITSM.
• Lead automation, AI-assisted diagnostics, and ITSM platform rollout.

Skills

IT support

Endpoint management

Systems administration

Escalation engineering

Automation

PowerShell scripting

Remote support

ITSM

AI tools

Multisite operations

Tools

PowerShell

Power Automate

Microsoft 365 (M365)

Intune

Azure Entra ID

Remote access tools (RDP/TeamViewer)

SharePoint/OneDrive

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.Support & EscalationServe 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 operationsProvide responsive, customer service across HQ and Plant locations, communicating clearly with non-technical staff — with a particular focus on supporting our Plant footprintTroubleshoot 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 teamPlant & Manufacturing SystemsAct as the go-to IT resource for our Plant locations, providing responsive support to keep production and Plant operations running smoothlyResolve Plant technical issues remotely whenever possible, using remote access, phone/video walkthroughs, and clear instructions for on-site Plant staffSupport 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 requiredPartner with Plant managers and site leadership to understand operational priorities and proactively address recurring technical issues before they impact productionTraining & DocumentationTeach 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 helpTrain and mentor team members, helping build their technical skills, remote troubleshooting techniques, and customer service approachCreate and maintain Standard Operating Procedures (SOPs) for internal IT use and employee self-serviceContribute to a growing knowledge base to reduce repeat tickets and support team scalabilityAutomation, AI & Process ImprovementDesign and build workflows using Power Automate and other low-code/no-code tools to streamline IT and business processesWrite and maintain PowerShell scripts to automate administrative tasks and system maintenanceIdentify manual, repetitive processes and convert them into automated workflowsUse AI tools (e.g., Microsoft Copilot, AI-assisted scripting and troubleshooting) to speed up diagnostics, documentation, and automation developmentEvaluate 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 practicesSystems AdministrationAdminister Microsoft Entra ID (Azure AD) and Intune, including device management, conditional access, and security policiesSupport general Microsoft ecosystem administration across HQ and Plant locationsHelp maintain the reliability of network infrastructure and connectivity at Plant locations, escalating to vendors or ISPs when neededQUALIFICATIONSExperience5+ years of progressive experience in IT support, endpoint management, systems administration, or related roles2+ years serving as a senior technician, escalation engineer, technical expert, or equivalent roleHands-on experience administering Microsoft Entra ID, Intune, and Microsoft 365 in a production environmentExperience developing PowerShell scripts and Power Automate workflows to automate operational tasksExperience supporting multi-site organizations, remote users, manufacturing facilities, or distributed operations requiredStrong track record of resolving technical issues remotely, without relying on in-person/on-site troubleshootingStrong knowledge of ITSM best practices, with experience supporting the implementation of a ticketing or ITSM platformComfortable using AI tools to support troubleshooting, documentation, and automation, and staying current on new AI capabilities relevant to IT supportFamiliarity with Plant-floor technology such as handheld scanners, label printers, or industrial networking equipmentNice to HaveBasic Azure administration experienceITIL familiarity or exposure to ITIL-aligned processesPower BI (report/dashboard creation)TECHNICAL SKILLSMicrosoft Entra ID / Intune administrationBroad Microsoft ecosystem system administration: M365, SharePoint, OneDrive, TeamsPowerShell scriptingRemote access/remote monitoring tools: Microsoft Remote Assist, Quick Assist, RDP, TeamViewer, or RMM platformsExperience with low-code/no-code platforms, primarily within the Microsoft stack: Power Apps, Zapier, Make, n8n or similarAI tools for IT support and automation: Microsoft Copilot, Claude, Gemini or similarITSM/ticketing platforms and IT service management best practicesNetworking fundamentals and troubleshootingHardware/peripheral troubleshooting (desktops, laptops, printers, scanners)Technical writing for documentation purposesDocumentation/knowledge base platform management: SharePoint, Confluence, or similarMicrosoft Windows and third-party software troubleshooting/managementSuccess in this RoleWithin 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 onDocument all Plant-specific support needs, processes, and exceptions, creating a reference that reduces ramp-up time for the rest of the teamTrain the IT team on remote support techniques and customer service best practices, raising the overall quality and consistency of support delivered to Plant usersSupport the Service Lead in applying ITSM best practices and rolling out a formal ITSM/ticketing platform, helping drive adoption across the teamDesign and implement automated process flows for recurring IT operational needs, reducing manual effort and repeat ticketsCOMMUNICATION AND LEADERSHIP SKILLSStrong customer service orientation with the ability to communicate clearly to remote, non-technical audiencesProven ability to train and mentor team membersExperience creating clear, usable SOPs and documentationComfortable acting as an escalation point and staying calm under pressureGeneral project management skills — organizing, prioritizing, and following through on multi-step initiativesProcess-oriented mindset with the ability to design and improve workflows