The Senior IT Service Engineer is a technical contributor who owns complex Level 2 support for desktop, mobility, and device issues, and serves as a key technical resource. This role takes the lead on the most difficult tickets, supports mentoring of less experienced engineers, contributes to MDM and device management standards, and is a trusted technical voice during outages and cross-functional escalations.
Key Responsibilities
Own resolution of the most complex desktop and endpoint issues across Windows and Mac environments.
Lead or support imaging, configuration, and deployment standards for PCs, laptops, and mobile devices.
Serve as a point of escalation for desktop issues that Service Engineers and the Helpdesk are unable to resolve.
Take a lead role in administering and troubleshooting MDM platforms - 42Gears for Zebra RF/handheld devices (TC77/78, TC8000/8300, MC9300) and Intune/Addigy (or equivalent) for Windows and Mac devices.
Contribute to device enrollment, imaging, and policy standards, and help evaluate new devices or MDM features.
Provide advanced troubleshooting support for device fleet issues affecting multiple sites or users.
Perform advanced network troubleshooting (Wi-Fi, VPN, connectivity diagnostics) and act as a key technical contact with the Network team during outages.
Participate as a senior technical resource in outage response, working directly with Network, Voice, and Compute teams to identify and resolve root causes.
Support post-incident documentation and contribute to identifying preventive measures.
Contribute to and help maintain technical standards, SOPs, and documentation for desktop and device support.
Support the rollout of new branch/DC systems, hardware refresh programs, and device migrations.
Identify opportunities to improve support processes and reduce recurring issues.
Required Qualifications and SKILLS
8-15 years of experience in IT support, desktop engineering, or infrastructure roles.
Associate's degree or coursework in IT, Computer Science, or related field.
Strong expertise in Windows OS administration and troubleshooting; solid working knowledge of MacOS.
Strong hands-on experience supporting Active Directory, and M365 in a Level 2 capacity
Advanced, hands-on experience with MDM platforms including 42Gears, Intune, Addigy or equivalent.
Strong hands-on experience with Zebra RF/handheld devices (TC77/78, TC8000/8300, MC9300), including configuration, remote management, and troubleshooting.
Strong networking fundamentals (Wi-Fi, VPN, TCP/IP) with the ability to troubleshoot complex connectivity issues and engage credibly with Network teams.
Experience acting as a technical escalation point across various Infrastructure teams.
Experience leading technical work on projects.
Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
Strong documentation skills and experience contributing to technical standards or SOPs.
Working knowledge of ITIL/ITSM practices is a plus.
Relevant certifications such as Microsoft 365 Certified, ITIL Foundation, or Apple Certified Support Professional are a plus.
Experience supporting warehouses and distribution center is desirable.