Senior IT Support Engineer - Escalation & Platform Automation

Montra® Technologies; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Employee stock ownership plan

Full benefits coverage

Flexible work environment

Job summary

Montra Technologies, an Atlanta-based MSP, seeks a Senior Support Engineer to own escalated issues, mentor peers, and help scale our Via platform. You’ll be the calm, capable voice for clients on complex problems and shape how we deliver top-tier IT support as we grow.

We value teamwork, continuous learning, and a strong customer-service mindset. You will work closely with engineering and field staff to improve procedures, respond quickly to incidents, and ensure client success.

Qualifications

• At least 4 years of technical/engineering IT support experience owning complex escalated issues.
• Strong MacOS and Windows experience in an enterprise environment.
• Experience with MacOS MDMs (Mosyle, Jamf, Kandji) and Apple Business Manager.
• Ability to mentor and guide less experienced engineers.
• Strong communication and teamwork; customer-service focus.
• Willingness to learn quickly and adapt to changing requirements.
• Bachelor of Science or Engineering in EE/CS/CE; 6 years of experience in lieu.
• Preferred: 6+ years IT support; MS 365/Graph/Azure; Meraki/Ubiquiti/SonicWall; scripting.

Responsibilities

• Own complex Tier 2/3 issues with root-cause analysis and SLA adherence.
• Serve as escalation point and guide other support engineers.
• Manage and troubleshoot client software, systems, networks, cloud, security, and SaaS.
• Collaborate with teams and vendors to resolve service issues.
• Be the primary externally facing contact for complex issues.
• Communicate resolution status internally and externally.
• Lead documentation of core processes and drive improvements in delivery speed/cost.
• Provide technical input to shape Via platform enhancements.
• Oversee planned maintenance with minimal client impact.
• Prepare service monitoring reports and technical findings for management.
• Engage in manufacturer/certification training and build junior engineers' materials.

Skills

Technical support

MacOS proficiency

Windows enterprise

Mentoring

Customer service

Problem solving

Teamwork

Fast learner

Strong communication

Education

Bachelor of Science or Engineering in EE/CS/CE

Tools

MacOS MDMs (Mosyle, Jamf, Kandji)

Apple Business Manager

Microsoft 365

Graph

Azure

Cisco Meraki

Ubiquiti

SonicWall

NordLayer

PowerShell

Bash

Python

Servers/VMs (Linux, Windows)

Job description

Montra Technologies, an Atlanta-based MSP, seeks a Senior Support Engineer to own escalated issues, mentor peers, and help scale our Via platform. You’ll be the calm, capable voice for clients on complex problems and shape how we deliver top-tier IT support as we grow.

We value teamwork, continuous learning, and a strong customer-service mindset. You will work closely with engineering and field staff to improve procedures, respond quickly to incidents, and ensure client success.