Senior IT Support Engineer

Keel Infrastructure; Pittsburgh (Allegheny County); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Competitive salary, bonus & equity

Comprehensive health & wellness

Retirement savings with company match

Employee referral program

Job summary

Keel Infrastructure is seeking an IT Senior Support Technician to join our team in a fast-paced, hands-on environment. You will be the final escalation point for complex issues, own high-priority tickets, and work across teams to implement robust IT solutions.

You will lead end-to-end projects, document IT processes, and collaborate with security and compliance teams. Strong AD, networking, and Office 365 expertise are essential.

Qualifications

• College degree in Computer Science, Information Technology, or related field.
• 5–8 years of IT support experience with progression into senior or project-owning responsibilities.

Responsibilities

• Serve as the final escalation point for complex hardware, software, and network issues.
• Own and resolve high-priority and high-impact tickets; coordinate with vendors and other departments as needed.
• Support and troubleshoot Office 365 at an advanced level, including configurations and conditional access.
• Lead end-to-end IT projects such as onboarding/offboarding automation and knowledge library development.
• Design and document IT processes and standards for the wider support team to follow.
• Partner with IT leadership on architecture and tooling decisions including vendor evaluations.
• Identify automation opportunities and drive implementation across the support function.
• Coordinate onboarding and offboarding with People & Culture and manage provisioning workflows.

Skills

Active Directory

Troubleshooting

Networking

Office 365

Project management

Leadership

Customer service

Communication

Ownership

Education

Degree in CS/IT

Tools

Jira

Confluence

Microsoft Defender

Apple Business Manager

pfSense

3CX

Tailscale VPN

Job description

Keel Infrastructure is seeking an IT Senior Support Technician to join our team in a fast-paced, hands-on environment. You will be the final escalation point for complex issues, own high-priority tickets, and work across teams to implement robust IT solutions.

You will lead end-to-end projects, document IT processes, and collaborate with security and compliance teams. Strong AD, networking, and Office 365 expertise are essential.