Senior IT Support Engineer: ITIL Triage & Security

Plan A Technologies, Inc.; Connecticut; Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Vacation

Brand New Laptop

More benefits

Job summary

Plan A Technologies is seeking a Support Engineer to deliver real-time, high-quality technical support to end users, ensuring issues are triaged and resolved within established SLAs. You will assist with vulnerability management workflows, M365 log review, and daily operational support across Slack and FMS.

Requirements include a BS in Computer Science or equivalent, 3+ years in technical support, strong troubleshooting across Windows/macOS/M365, and experience with ticketing systems.

Qualifications

• BS in Computer Science, Software Engineering or equivalent practical experience.
• 3+ years in technical support, service desk, IT support, or related IT operations roles.
• Experience with remote support tools and SaaS management.
• Experience performing ITIL-based triage and working within structured SLAs.
• Strong troubleshooting skills in Windows, macOS, M365, Slack, and productivity tools.
• Familiarity with log monitoring, threat escalation processes, and basic security awareness.
• Experience with ticketing systems, bug trackers (FMS or similar), and knowledge base platforms.
• Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications will be a plus.
• Strong communication skills and ability to collaborate across cross-functional teams.
• Solid written and verbal English skills.

Responsibilities

• Provide real-time remote end users support via Slack, service desk tickets, and scheduled sessions.
• Perform ITIL-based triage and classify incidents and requests in accordance with SLAs.
• Escalate issues to engineering, cybersecurity, or vendor teams as needed.
• Drive timely and accurate issue resolution with strong communication throughout the lifecycle.
• Monitor M365 logs and other platform logs for anomalies or operational issues.
• Escalate potential threats following defined cybersecurity workflows.
• Support vulnerability management activities through tracking and documentation.
• Participate in identifying patterns and recurring issues indicating deeper security or operational concerns.
• Maintain accurate tickets, documentation, and support records.
• Contribute to post-incident reviews and root cause analysis.
• Update internal knowledge bases and ITIL process documentation.
• Provide clear reporting on trends, incidents, and recurring support challenges.
• Provide Slack end-user support including triage within Slack channels and direct messages.
• Assist with user account troubleshooting, permissions, M365 issues, and general productivity tool support.
• Partner with engineering teams for escalations, bug identification, and feedback loops.

Skills

ITIL-based triage

Troubleshooting

English communication

Multitasking

Education

BS in Computer Science

Tools

FMS bug tracker

Ticketing systems

M365 tools

Job description

Plan A Technologies is seeking a Support Engineer to deliver real-time, high-quality technical support to end users, ensuring issues are triaged and resolved within established SLAs. You will assist with vulnerability management workflows, M365 log review, and daily operational support across Slack and FMS.

Requirements include a BS in Computer Science or equivalent, 3+ years in technical support, strong troubleshooting across Windows/macOS/M365, and experience with ticketing systems.