Senior IT Systems Support Engineer

National Seating & Mobility, Inc.

Chattanooga, Northern (TN, KY)

Hybrid

USD 55,000 - 75,000

Full time

5 days ago

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Job summary

National Seating and Mobility, Inc. is seeking an experienced Advanced Systems Support specialist to join our IT group in Chattanooga, TN.

You will own, troubleshoot, and resolve incidents escalated from Tier 1, supporting endpoints, identities, access, and business apps across Microsoft 365, Intune, AD, and Entra ID for corporate users including executives. You will collaborate with infrastructure, security, and application teams, perform provisioning for new hires, and contribute to knowledge

Qualifications

Associate degree or technical training in information technology.
Three to five years of progressive IT support experience.
Relevant Microsoft/endpoint management or networking certifications preferred but not required.

Responsibilities

Own, troubleshoot, and resolve incidents and service requests escalated by the Tier 1 support team.
Support endpoint, identity, access, collaboration, network, and business application issues across technologies such as Microsoft Intune, Microsoft 365, Active Directory, Microsoft Entra ID, Cisco Meraki, Cisco Firepower, RingCentral, Zscaler, proprietary applications, SaaS solutions, and portals.
Provide professional and responsive technical support for corporate users and executive leadership.
Assess business impact and prioritize support needs appropriately.
Collaborate with infrastructure, security, application, and other technical teams on complex or critical issue resolution to minimize business disruption.
Perform authorized account, access, and endpoint provisioning activities for new hires, existing employees, role changes, employee separations, and acquisition-related onboarding.
Validate completion of provisioning activities and troubleshoot account, access, and endpoint provisioning issues.
Create and maintain knowledge base articles, end-user guidance, and frequently asked questions.
Record and document the troubleshooting process, decisions made, actions taken, and final resolution in the organization's standard tracking system.
Communicate with employees throughout the support process, including initial acknowledgment, status updates, resolution, and follow-up.
Identify recurring issues, discrepancies, and support trends that may affect business operations.
Work with the IT Support Supervisor and Director, Technical Services to recommend and implement support process improvements.
Share technical knowledge and provide guidance to Tier 1 support team members when appropriate.
Provide backup service desk intake and coverage by phone, walk-up, and email when operational needs require.
Gather relevant issue details through effective questioning and active listening.
Prioritize and schedule support issues, coordinating with the appropriate technical resource when additional expertise is
Perform hands‑on endpoint support, including approved hardware and software installation, upgrades, system configuration, application configuration, and data backup or recovery activities.
Test and validate fixes to confirm that issues have been fully resolved.
Perform initial network troubleshooting and assist with approved network device deployment under established standards.
Validate policy requirements or elevate unique situations to IT management before communicating decisions to employees.
Travel as needed to support acquisitions, including equipment setup, network device setup, user training, and on‑site technical support in coordination with field leaders.
Support infrastructure, security, and operational technology projects as assigned by IT leadership.