Senior IT Systems Engineer — Escalations & Projects

Pacific Rim Mechanical Contractors, Inc.; South Gate (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Pacific Rim Mechanical Contractors, Inc. is seeking a Technical Support & Escalations specialist in California to serve as the primary escalation point for Tier 2 and 3 incidents, taking ownership from diagnosis to resolution and ensuring thorough communication, documentation, and follow-up.

You will mentor frontline IT personnel, improve escalation practices, develop knowledge base articles and SOPs, support onboarding and day-to-day systems administration, coordinate with vendors, and identify

Responsibilities

• Serve as the primary escalation point for complex Tier 2 and Tier 3 incidents and service requests.
• Take ownership of advanced issues from diagnosis through resolution, communication, documentation, and follow-up.
• Troubleshoot Microsoft 365, Entra ID / Active Directory, Exchange Online, Teams, Intune, Windows endpoints, networking, hardware, servers, and business applications.
• Perform root-cause analysis on recurring issues and recommend long-term corrective actions.
• Provide advanced support for office, field, executive, and business-critical technology needs.
• Mentor frontline IT personnel through troubleshooting, ticket review, and knowledge sharing.
• Improve ticket ownership, escalation practices, user communication, and resolution documentation.
• Create and maintain knowledge base articles, standard operating procedures, and technical guides.
• Identify training and process improvements that reduce repeat escalations.
• Assist with onboarding and offboarding, access, licensing, authentication, permissions, and device provisioning.
• Support endpoint deployments, upgrades, patching, maintenance, and day-to-day systems administration activities.
• Lead smaller IT projects and contribute to larger infrastructure, cloud, cybersecurity, endpoint, and business systems initiatives.
• Coordinate with vendors and internal stakeholders, communicate progress, and elevate risks or blockers as appropriate.
• Identify opportunities for automation, standardization, self-service, and improved operational efficiency.
• Communicate technical information clearly to technical and nontechnical audiences.
• Prioritize incidents, requests, and project assignments based on urgency and business impact.
• Maintain positive working relationships with employees, vendors, and business groups.
• Exercise sound judgment regarding when to resolve an issue directly, engage a vendor, or elevate to the appropriate owner.

Job description

Pacific Rim Mechanical Contractors, Inc. is seeking a Technical Support & Escalations specialist in California to serve as the primary escalation point for Tier 2 and 3 incidents, taking ownership from diagnosis to resolution and ensuring thorough communication, documentation, and follow-up.

You will mentor frontline IT personnel, improve escalation practices, develop knowledge base articles and SOPs, support onboarding and day-to-day systems administration, coordinate with vendors, and identify