Senior IT Support Engineer - Managed IT Services

Integrated Technologies, Inc.; High Point (NC); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Company vehicle for onsite work

Certification support

Paid holidays and PTO

Health insurance

Job summary

Integrated Technologies, Inc. is seeking a senior IT escalation specialist in High Point, NC. The role covers complex infrastructure work, domain controller migrations, Microsoft 365 projects, and backup/DR.

You’ll be the top escalation resource, working unsupervised across a diverse client base with a plan-to-execute focus. Expect to own projects and provide client-facing technical expertise. This is an in-office role with daytime holidays coverage and a strong emphasis on practical execution

Qualifications

• 5+ years IT experience in MSP or multi-client environments.
• Experience owning migrations and modernization projects independently.
• Deep Windows Server: AD, DNS, DHCP, GPO, file services, Hyper-V/VMware.

Responsibilities

• Serve as final escalation point for help desk and Level 2 technicians.
• Take over inherited environments and modernize plans.
• Plan and execute infrastructure projects with cutover and rollback paths.
• Build complete environments from hardware to working site.

Skills

IT experience

MSP experience

Windows Server

Networking

PowerShell

Education

CCNA/CCNP certifications

Microsoft certifications

Fortinet/Security certifications

Tools

ConnectWise

ITGlue

Microsoft 365 Admin tooling

Job description

Full-time, in-office in High Point, North Carolina. Monday through Friday, 8:00 a.m. to 5:00 p.m., with an hour for lunch.
No nights. No weekends. No after-hours on-call rotation. The only rotation is daytime coverage on major holidays, with a spiff for the day, and new engineers join it once they're up to speed.

The Short Version

This is an MSP, and the job covers the full range.
Some weeks you're taking over an environment nobody documented and figuring out what's actually running before you touch it.
Some weeks you're replacing a domain controller that's been up since 2014, moving a client into Microsoft 365, or rebuilding a flat network with switches and VLANs.
In between, you're the last stop for escalations our Level 2 techs can't close, and you're on the phone with an owner explaining why the thing they want costs what it costs.
We need someone who can do all of it, decide what matters first, and work unsupervised across a client base where every environment does things a little differently.
If that's work you've owned rather than assisted on, keep reading.

The Role

You are the top of our technical escalation path. When our Level 2 techs hit the wall, the ticket comes to you and it stops there. You also own the complex infrastructure work across our client base: server migrations, network design, firewall and VLAN configuration, Microsoft 365 tenant work, backup and disaster recovery. That work is yours to execute, not to plan for someone else. This is not a lead role. You have no direct reports. You don't scope or assign work to other technicians, and you aren't reviewing anyone else's tickets. You're the senior technical resource, and that's the whole job. Roughly half your time is project and infrastructure work planned in advance. The rest is escalations and client-facing technical work.

What You'll Do

• Serve as the final internal escalation point for our help desk and Level 2 technicians, and make the call on when an issue needs a vendor
• Take over inherited environments: document what's there, find what's broken or unsupported, and build a modernization plan the client can afford and survive
• Plan and execute infrastructure projects in phases: domain controller replacements, server migrations, network rebuilds, email migrations to Microsoft 365, and hardware refreshes, each with a cutover plan and a rollback path
• Build complete environments when the situation calls for it: Active Directory, DNS, DHCP, Group Policy, file and print services, firewall, VLANs, wireless, Microsoft 365 tenant, licensing, backup, and endpoint security, from bare hardware to a working site
• Architect and troubleshoot networking: site-to-site VPN, VLAN segmentation, routing, firewall policy, and wireless design and coverage
• Administer Microsoft 365 and Entra ID at depth: Conditional Access, identity, mail flow, DNS and email authentication (SPF, DKIM, DMARC), and security and compliance configuration
• Maintain the managed security and backup stack across the client base, including response when a client environment is compromised
• Support line-of-business applications, including QuickBooks and client-specific vertical software
• Serve as the senior technical voice in client conversations, including with owners and executives who don't speak IT
• Document in ITGlue so the next engineer isn't starting from zero
  

How This Role Is Supported

You'll work alongside an in-house help desk, two Level 2 technicians, and a second full-time engineer who is also an owner. Another owner has about a decade of IT experience and is available when you want a second opinion on something. Scheduling is handled by a dedicated dispatcher, so your day is planned and you stay on the work. Client onboardings are handled by another technician. Low-voltage and infrastructure work, including structured cabling, cameras, access control, and A/V, is handled by a separate team. All client sites are in North Carolina. Nearly all are within 45 miles of our High Point office, and most are considerably closer. We provide a company vehicle for on-site work.

Why This Job and Not the Remote One

• No nights, no weekends, no after-hours on-call rotation. The only rotation is daytime coverage on major holidays, with a spiff for the day
• Projects, not a ticket queue. Inherited environments to untangle and rebuild, across a varied client base rather than the same problem on repeat
• No ticket quota. We don't count tickets closed. We do expect you to move your queue
• A company vehicle for on-site work. Your personal car stays out of it
• No management track attached. You're the senior technical resource. You won't be pulled into supervising people to advance
• Direct owner access. We're small and locally owned. Your technical recommendations go to a decision maker the same day, not into a committee
• We pay for certifications and the time to study for them
• Client sites are close. Nearly everything is inside a 45-mile radius

About Integrated Technologies

Integrated Technologies, Inc. is a locally owned Managed Service Provider headquartered in High Point, North Carolina. We support roughly 70 managed clients across the Piedmont Triad and North Carolina, along with a broader base of project clients. Our client relationships go back more than 30 years, and the practice is built on proactive support and doing the work properly the first time.
Our help desk and technical support teams are centrally located at our High Point headquarters. Nothing is outsourced and nothing is offshored. When a ticket escalates, it escalates to someone sitting down the hall.
We're active members of the High Point Chamber of Commerce and the Guilford Merchants Association, and we participate in and sponsor local business and community events throughout the year.

Requirements

Experience

• 5+ years of IT experience, with at least 3 in an MSP or multi-client environment. 8+ years preferred
• Demonstrated experience owning migrations and modernization projects independently rather than assisting on them. You should be able to walk us through one you were responsible for, including what went wrong
• Deep Windows Server: Active Directory design, DNS, DHCP, Group Policy, file services, and Hyper-V or VMware
• In depth networking: firewalls (Fortinet, SonicWall, Meraki, or equivalent), VLANs, routing, site-to-site VPN, and wireless design
• Microsoft 365 and Entra ID administration beyond user management
• Comfortable in a PSA/RMM-driven service model. We run the ConnectWise suite (Manage, Automate, Control) with ITGlue for documentation
• Working experience with managed EDR, application allowlisting, DNS filtering, and BCDR platforms
• PowerShell for M365 administration & troubleshooting
• Experience supporting line-of-business applications, including QuickBooks and client-specific vertical software
• Intune experience is a plus but not required
• Valid driver's license and an acceptable driving record

Certifications are a plus, not a requirement, and we pay for the ones you want to go get. CCNA/CCNP, Microsoft, Fortinet, and security certifications are all supported.

The Traits That Matter Here

• You can explain a technical problem to a business owner without condescending to them or dumbing it down into something untrue
• You document as you go, because you've been on the receiving end of someone who didn't
• You update the client before they have to ask
• You're comfortable moving between a server migration and a QuickBooks issue in the same day
• You're curious about tools and stacks you haven't used yet

Benefits

• Pay Rate: $85,000 - $100,000 (depending on experience and expertise)
• Health, dental, vision, and life insurance
• Paid time off + paid holidays401(k) with company match
• Company vehicle for onsite work
• Ongoing training and certification support