Senior Technical Support Engineer

Addison Group; Boston (MA); Presencial; USD 95.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus

Medical, dental, vision insurance

401(k) with employer matching

Employee stock purchase plan

Paid time off & parental leave

Tuition reimbursement

Descripción de la vacante

The Addison Group is seeking a Senior Technical Support Engineer in Boston to lead enterprise endpoint engineering and provide high-level support to our executive leadership. This on-site role focuses on Windows, macOS, iOS, Android devices, and security, with hands-on engineering and strategic initiatives.

You will own provisioning, deployment, and lifecycle management, while partnering with IT leadership to improve security, reliability, and the employee technology experience.

Formación

• Bachelor's degree in IT, CS, or related field or equivalent experience.
• 6+ years in endpoint engineering or enterprise IT support.
• 3+ years providing executive-level, white-glove support.
• Experience managing Windows, macOS, iOS, Android endpoints.
• Hands-on with Intune, MECM, Autopilot, Addigy or similar.
• Scripting/automation experience with PowerShell or similar.

Responsabilidades

• Own the enterprise endpoint engineering strategy, roadmap, and lifecycle management across devices.
• Lead design, implementation, and ongoing improvement of endpoint management platforms.
• Develop provisioning, imaging, deployment, and lifecycle processes.
• Oversee endpoint security, encryption, patching, and compliance.
• Provide high-touch, white-glove support to C-suite executives and leadership events.
• Travel as needed to support executive events and offsites.

Conocimientos

Executive support

Endpoint engineering

Communication skills

Automation

Scripting (PowerShell)

Leadership

Educación

Bachelor's degree in Information Technology or related field

Herramientas

Intune

MECM

Autopilot

Addigy

PowerShell

Descripción del empleo

Title: Senior Technical Support Engineer

Location: Downtown Boston, Financial District | In Office - Monday Through Friday

Budget: $95K to $110K Based On Experience + Bonus

Full-Time | Exempt

We are partnering with a growing organization seeking a Senior Technical Support Engineer to lead enterprise endpoint engineering while providing high-level technology support to executive leadership.

This is a hands-on, highly visible role responsible for the strategy, engineering, administration, and continuous improvement of the company's enterprise endpoint environment. The position will oversee Windows, macOS, and mobile device management, endpoint security, automation, provisioning, patching, and lifecycle management. In addition to owning endpoint engineering initiatives, this individual will serve as a trusted technology partner to the executive leadership team, providing white-glove support for C-suite executives, board meetings, executive offsites, and other high-profile business events. The ideal candidate brings deep technical expertise in endpoint management, strong communication skills, executive presence, and the ability to balance strategic engineering initiatives with hands-on technical support.

Please note: This position requires working on-site at the company's Boston office Monday through Friday. Candidates must live within commuting distance. Fully remote work is not available. Travel may be required to support executive offsites and business events.

Key Responsibilities

• Own the enterprise endpoint engineering strategy, roadmap, and lifecycle management across Windows, macOS, iOS, and Android devices.
• Lead the design, implementation, administration, and ongoing improvement of enterprise endpoint management platforms, including Microsoft Intune, MECM, Autopilot, Addigy, or similar technologies.
• Develop standardized device provisioning, imaging, deployment, configuration, and lifecycle management processes.
• Oversee endpoint security, configuration policies, Group Policy, encryption, compliance, patch management, and vulnerability remediation.
• Develop PowerShell scripts and automation solutions to reduce manual processes and improve operational efficiency.
• Establish endpoint standards, technical documentation, governance, and operational best practices.
• Partner with Infrastructure, Cybersecurity, Networking, and IT leadership to improve endpoint security, reliability, and the overall employee technology experience.
• Lead endpoint-related projects, including hardware refreshes, office expansions, migrations, and enterprise technology deployments.
• Identify recurring technical issues, perform root cause analysis, and implement long-term solutions.
• Serve as the senior technology resource and trusted IT partner for executive leadership.
• Provide high-touch, white-glove technical support to C-suite executives.
• Support board meetings, executive offsites, conferences, leadership retreats, and other high-profile business events.
• Travel as needed to support executive leadership and ensure seamless technology operations.
• Oversee executive conference room technology, audio/visual systems, collaboration platforms, hybrid meetings, and presentation support.

Operational Leadership

• Provide technical leadership and mentorship to Desktop Support personnel.
• Serve as the senior escalation point for complex endpoint and end-user technology issues.
• Establish service standards, KPIs, operational metrics, and continuous improvement initiatives.
• Partner with IT leadership on endpoint strategy, budgeting, technology roadmaps, and vendor evaluations.
• Identify opportunities to improve operational efficiency through automation, standardization, and technology modernization.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Management Information Systems, or a related field. Equivalent professional experience will be considered.
• 6+ years of progressive experience in endpoint engineering, desktop engineering, IT operations, or enterprise end-user technology support.
• 3+ years of direct experience providing executive-level, white-glove technology support in a corporate environment.
• Strong experience managing Windows, macOS, iOS, and Android endpoints, including provisioning, imaging, software deployment, patching, automation, and lifecycle management.
• Hands-on experience with enterprise endpoint management platforms such as Microsoft Intune, MECM, Autopilot, Addigy, or comparable technologies.
• Experience developing endpoint standards, policies, governance, and operational processes.
• Strong understanding of endpoint security, device compliance, encryption, endpoint hardening, vulnerability remediation, and identity/access management.
• Experience supporting Microsoft 365 and modern enterprise collaboration platforms.
• Demonstrated scripting and automation experience using PowerShell or similar technologies.
• Ability to lead complex troubleshooting efforts, perform root cause analysis, and implement lasting technical improvements.
• Experience supporting executive leadership, board meetings, conference rooms, and high-profile business events is strongly preferred.
• Familiarity with ITSM frameworks, technical documentation, and cross-functional IT environments.
• Relevant certifications such as Microsoft 365 Endpoint Administrator Associate, CompTIA A+, Network+, Security+, or ITIL Foundation are preferred.
• Experience supporting distributed, multi-site, retail, hospitality, restaurant, or franchise-based environments is a plus.

Additional Skills

• Strong organizational skills and attention to detail, with the ability to manage competing priorities.
• Excellent communication and presentation skills, including the ability to interact confidently with executives and technical teams.
• Strong interpersonal skills and the ability to build collaborative relationships across all levels of an organization.
• Ability to provide technical leadership, mentor team members, and influence technology decisions.
• Curious, proactive, and interested in continuously learning and improving existing processes.
• Comfortable working in a fast-paced, evolving environment while maintaining a high level of service.
• Base Salary: $95,000–$110,000, depending on experience and qualifications.
• Eligible for an annual corporate bonus based on company and individual performance.
• Comprehensive medical, dental, vision, life, and disability insurance.
• 401(k) with employer matching.
• Employee stock purchase plan.
• Generous paid time off and paid parental leave.
• Tuition reimbursement and professional development opportunities.
• Additional wellness, childcare, and employee engagement benefits.