Senior IT Support Engineer

Job Details: Job Location: HQ JM EAGLE - LOS ANGELES, CA, Salary Range: $130000.00 - $145000.00Salary/year, We're looking for a Senior IT Support Engineer to serve as a technical escalation expert and automation resource for our IT team, with a primary focus on supporting our Plant locations. This role blends strong support skills with systems administration, process automation, and mentorship of team members. You'll be a key escalation resource for our Plant sites, working closely with our Service Lead to resolve complex issues, maintain production-critical systems, and keep manufacturing technology running smoothly. Beyond day-to-day support, you'll mentor the team on effective troubleshooting techniques and best practices for supporting users across multiple locations, ensuring HQ and Plant users receive responsive, high-quality IT support. You'll also bring IT service management best practices to the team and help us apply AI tools to make support and automation more effective.

This is a great fit for someone who enjoys solving problems at both the individual and systemic level — helping a Plant user in the moment, then building the automation or SOP that prevents the next ten tickets like it. You'll be a force multiplier for the IT team — directly supporting critical Plant operations day-to-day while building the automation, documentation, and processes that let the whole team scale. This role offers a mix of technical depth, creative problem-solving, and the opportunity to mentor and shape how IT support is delivered across our Plant network.
 
Qualifications: Support & Escalation

Serve as a key escalation resource for complex or unresolved IT issues, working closely with the Service Lead, with priority given to issues affecting Plant and production operations
Provide responsive, customer service across HQ and Plant locations, communicating clearly with non-technical staff — with a particular focus on supporting our Plant footprint
Troubleshoot and resolve issues across the Microsoft ecosystem (identity, endpoints, collaboration tools)
Apply IT service management (ITSM) best practices to track and manage issues, and support the Service Lead in implementing a formal ITSM/ticketing platform for the team

Plant & Manufacturing Systems

Act as the go-to IT resource for our Plant locations, providing responsive support to keep production and Plant operations running smoothly
Resolve Plant technical issues remotely whenever possible, using remote access, phone/video walkthroughs, and clear instructions for on-site Plant staff
Support the IT infrastructure critical to Plant operations, including workstations, printers (BOL, Loading Ticket, barcode label), scanners, and network connectivity on the Plant floor, coordinating with on-site staff or local vendors when hands-on work is required
Partner with Plant managers and site leadership to understand operational priorities and proactively address recurring technical issues before they impact production

Training & Documentation

Teach and coach the rest of the IT Service team on effective remote Plant support techniques — including remote diagnostics, working through non-technical on-site contacts, and knowing when an issue truly requires local hands-on help
Train and mentor team members, helping build their technical skills, remote troubleshooting techniques, and customer service approach
Create and maintain Standard Operating Procedures (SOPs) for internal IT use and employee self-service
Contribute to a growing knowledge base to reduce repeat tickets and support team scalability

Automation, AI & Process Improvement

Design and build workflows using Power Automate and other low-code/no-code tools to streamline IT and business processes
Write and maintain PowerShell scripts to automate administrative tasks and system maintenance
Identify manual, repetitive processes and convert them into automated workflows
Use AI tools (e.g., Microsoft Copilot, AI-assisted scripting and troubleshooting) to speed up diagnostics, documentation, and automation development
Evaluate and pilot AI-driven support capabilities (e.g., AI-assisted ticket triage, chat-based troubleshooting, knowledge base search) to improve support speed and quality as we build out our ITSM practices

Systems Administration

Administer Microsoft Entra ID (Azure AD) and Intune, including device management, conditional access, and security policies
Support general Microsoft ecosystem administration across HQ and Plant locations
Help maintain the reliability of network infrastructure and connectivity at Plant locations, escalating to vendors or ISPs when needed

QUALIFICATIONS

Experience

5+ years of progressive experience in IT support, endpoint management, systems administration, or related roles
2+ years serving as a senior technician, escalation engineer, technical expert, or equivalent role
Hands-on experience administering Microsoft Entra ID, Intune, and Microsoft 365 in a production environment
Experience developing PowerShell scripts and Power Automate workflows to automate operational tasks
Experience supporting multi-site organizations, remote users, manufacturing facilities, or distributed operations required
Strong track record of resolving technical issues remotely, without relying on in-person/on-site troubleshooting
Strong knowledge of ITSM best practices, with experience supporting the implementation of a ticketing or ITSM platform
Comfortable using AI tools to support troubleshooting, documentation, and automation, and staying current on new AI capabilities relevant to IT support
Familiarity with Plant-floor technology such as handheld scanners, label printers, or industrial networking equipment

Nice to Have

Basic Azure administration experience
ITIL familiarity or exposure to ITIL-aligned processes
Power BI (report/dashboard creation)

TECHNICAL SKILLS

Microsoft Entra ID / Intune administration
Broad Microsoft ecosystem system administration: M365, SharePoint, OneDrive, Teams
PowerShell scripting
Remote access/remote monitoring tools: Microsoft Remote Assist, Quick Assist, RDP, TeamViewer, or RMM platforms
Experience with low-code/no-code platforms, primarily within the Microsoft stack: Power Apps, Zapier, Make, n8n or similar
AI tools for IT support and automation: Microsoft Copilot, Claude, Gemini or similar
ITSM/ticketing platforms and IT service management best practices
Networking fundamentals and troubleshooting
Hardware/peripheral troubleshooting (desktops, laptops, printers, scanners)
Technical writing for documentation purposes
Documentation/knowledge base platform management: SharePoint, Confluence, or similar
Microsoft Windows and third-party software troubleshooting/management

Success in this Role

Within the first 12 to 18 months, this individual will:

Establish themselves as the main point of contact for Plant IT support, providing consistent, responsive remote support that Plant staff know to rely on
Document all Plant-specific support needs, processes, and exceptions, creating a reference that reduces ramp-up time for the rest of the team
Train the IT team on remote support techniques and customer service best practices, raising the overall quality and consistency of support delivered to Plant users
Support the Service Lead in applying ITSM best practices and rolling out a formal ITSM/ticketing platform, helping drive adoption across the team
Design and implement automated process flows for recurring IT operational needs, reducing manual effort and repeat tickets

COMMUNICATION AND LEADERSHIP SKILLS

Strong customer service orientation with the ability to communicate clearly to remote, non-technical audiences
Proven ability to train and mentor team members
Experience creating clear, usable SOPs and documentation
Comfortable acting as an escalation point and staying calm under pressure
General project management skills — organizing, prioritizing, and following through on multi-step initiatives
Process-oriented mindset with the ability to design and improve workflows