Position Details:

Client:                          IT Services

Job Title:                     Senior Engineer

Duration:                     06 Months (Contract to hire)

Location:                     Remote (Missouri)

 Pay: $33/hr. - $35/hr.

Why

• Client is experiencing rapid growth, with a 40% increase in support volume, necessitating expansion of their senior support team. The company seeks experienced engineers who can handle the most complex technical challenges and provide leadership within the support structure.

Mission

• As a senior-level resource, this individual manages and resolves the most complex technical escalations, providing advanced technical leadership and mentorship to the team.
• They are responsible for developing and implementing sophisticated technical solutions and spearheading process improvement and automation initiatives.
• Serving as a critical escalation point for client issues, they also play a vital role in mentoring junior engineers and analysts in MSP best practices.

Day to Day Responsibilities

• Serve as the final escalation point for mission-critical client issues, including major outages, security incidents, or infrastructure failures.
• Lead daily standups and coordinate ticket prioritization with Tier II and III teams, ensuring critical issues are assigned and resolved quickly.
• Develop and implement advanced PowerShell scripts and automation routines to reduce manual intervention and increase team efficiency.
• Mentor junior engineers and analysts, fostering technical growth and consistent client support practices across the organization.
• Deploy technical solutions to solve recurring issues, improve system performance, or implement new services for clients.
• Analyze trends in ticket data or client feedback to identify areas for technical improvement and proactively address potential issues.
• Collaborate with leadership on support strategy, resource planning, and emerging technologies to keep client on the cutting edge of MSP services.
• Participate in white-glove client calls, especially during high-urgency or sensitive technical escalations, delivering calm, expert communication and resolution.

Must Haves:

• 4+ years in a similar role of hands-on IT support experience (deploying and troubleshooting Windows workstations and applications, supporting and maintaining Windows server environment)
• 4–5 years of experience in a senior support role within an MSP, with proven ability to manage complex technical environments.
• Experience with email systems such as Office 365 and/or G-Suite.
• Strong skills in MS Office Suite and other standard Windows applications.
• Advanced troubleshooting and scripting skills, including deep PowerShell experience and an understanding of automation frameworks.
• Strong leadership experience, with a track record of mentoring and growing technical teams.
• Expertise across networking (Meraki), server administration, cloud technologies, and security tools.

Pluses:

• Bachelors degree