Senior IT Support Engineer: Escalation & Mentorship

Perry Homes

Texas

On-site

USD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, vision

Financial planning

Time off & Life balance

Family & Lifestyle

Career growth

Collaborative culture

Company stability

Job summary

Perry Homes is seeking an IT Support Specialist III to act as the highest level of escalation within the IT support team. You will mentor junior staff, resolve complex hardware and software issues, and drive improvements in SLA and ticket workflows. A strong customer-service mindset is essential.

Ideal candidates have 5+ years in IT support, experience with Azure AD Joined/Hybrid Joined, and mastery of Active Directory. This role offers growth in a stable, reputable homebuilder’s IT organization.

Qualifications

Bachelor's degree in IT/CS or equivalent professional experience.
Minimum 5+ years in a relevant IT support role.
Strong customer-service orientation for a service desk.
Experience with Azure AD Joined and Hybrid Joined.
Familiarity with Microsoft Endpoint Manager Admin Center and Azure AD Admin Center.
Active Directory management and user access control.

Responsibilities

Serve as escalation point for Level I and II support staff.
Investigate and resolve advanced issues related to hardware, software, and user accounts.
Analyze ticket trends to provide root-cause analysis and permanent fixes.
Escalate critical incidents after investigation and resolution attempts.
Collaborate with IT managers to evaluate service desk performance and improve workflows, SLAs, and ticket categorization.
Review and analyze service desk tickets for policy compliance and efficient resolution.
Develop and implement ticket prioritization strategies to streamline operations.
Liaise between service desk and other IT departments for cross-departmental resolution.