Senior IT Support Engineer - Enterprise

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

Job summary

XS Brokers Insurance Agency is seeking a Senior IT Support Specialist to serve as an escalation resource for the IT Service Desk. You will own advanced troubleshooting across Windows, Microsoft 365, networking, VPN, and business applications, and mentor junior staff while bridging frontline support with infrastructure and security teams.

You will handle Level 2 incidents, participate in IT projects, manage endpoints with NinjaOne and Intune, administer Active Directory/Entra ID, and contribute

Qualifications

• Bachelor's degree in IT, Computer Science, or related field, or equivalent experience with progression.
• 3–5 years in IT support with advancement from basic to complex work.
• Proficient in Windows OS, Microsoft 365, and Active Directory/Entra ID.
• Experience with NinjaOne (RMM) and Freshservice or equivalent ITSM.
• Experience with Microsoft Intune for endpoint management.
• Experience with VDI environments and backup platforms.

Responsibilities

• Handle escalated Level 2 incidents from Tier 1 with accountability through closure.
• Perform advanced troubleshooting across endpoints, identity, networking, and apps.
• Collaborate with infrastructure and security teams; provide handoff documentation.
• Administer AD/Entra ID, Intune, and VPN configurations; manage RBAC.
• Lead onboarding/offboarding workflows and maintain runbooks and automations.
• Participate in IT projects and continuous improvement initiatives.

Skills

Windows OS

Microsoft 365

Active Directory/Entra ID

NinjaOne (RMM)

Freshservice / ITSM

Intune

VPN

VDI

Veeam

ITIL processes

RBAC management

Education

Bachelor's degree in IT or related field

Tools

NinjaOne (RMM)

Freshservice

Veeam

Intune

FortiClient/FortiSASE VPN

Job description

XS Brokers Insurance Agency is seeking a Senior IT Support Specialist to serve as an escalation resource for the IT Service Desk. You will own advanced troubleshooting across Windows, Microsoft 365, networking, VPN, and business applications, and mentor junior staff while bridging frontline support with infrastructure and security teams.

You will handle Level 2 incidents, participate in IT projects, manage endpoints with NinjaOne and Intune, administer Active Directory/Entra ID, and contribute