Senior Systems Support Engineer

Job Summary

The Senior Systems Support Engineer will provide expert-level remote and occasional on-site technical support for our remote/branch offices. You will independently ensure that local end-user devices and peripherals are properly configured and diagnose and resolve complex, ambiguous technical issues across sites with limited on-site technical support. You will coordinate with the network and server teams to ensure that local network infrastructure and virtualized server environments are operating as expected to support local service delivery.

Key Responsibilities

• Serve as the senior point of contact for Windows desktop/laptop support across remote operations sites — imaging, patching, hardware diagnostics/repair, and resolving issues beyond standard help-desk escalation
• Maintain networked scanners, printers, and other peripherals — troubleshooting connectivity, driver, and print server issues
• Collaborate with the network team to administer and troubleshoot small-office network infrastructure — switches, routers/firewalls, and wireless — including VLAN configuration, basic routing, and Wi-Fi performance/coverage issues
• Collaborate with the server team to administer Windows Server footprint including virtual servers (Hyper-V/VMware) at each site: patching, upgrades, backups, basic AD/DNS/DHCP administration, and recovery from failures
• Own the health and troubleshooting of the out-of-band cellular failover network stack, ensuring reliable remote access into offices during primary network outages
• Manage vendor/carrier escalations when hardware or connectivity issues cannot be supported by purely remote remediation
• Collaborate with network and server teams to triage multi-layered issues spanning endpoint, network, and server — determining root cause across the stack rather than working one layer at a time
• Support identity/account administration (Entra ID/Active Directory), including provisioning tied to HR-driven onboarding processes
• Recommend and implement solutions to address operational challenges, drive modernization, and improve the end-user experience across sites
• Document site-specific configurations and non-standard setups
• Mentor or provides guidance to junior support staff as needed
• Partner with the Server and Network teams on standardization across sites

Minimum Qualifications and Experience

• 5–7+ years of hands-on desktop/end-user support experience, including deep Windows troubleshooting and hardware repair
• Windows Server administration experience, including virtual server environments (Hyper-V or VMware)
• Practical networking support experience: wired/Wi-Fi/wireless troubleshooting, basic routing/firewall configuration, VLANs, TCP/IP, DNS, and DHCP
• Demonstrated ability to work independently and resolve ambiguous, cross-layer technical problems primarily via remote tools, with little to no on-site backup
• Willingness to travel occasionally to office sites when on-site work is required

Preferred Qualifications

• Experience administering users and devices in an Entra ID/Active Directory hybrid identity environment
• Familiarity with cellular/LTE failover or other out-of-band remote access solutions
• Experience supporting and managing MacOS devices using Microsoft Intune or Jamf
• Relevant certifications (Network+, Server+, Microsoft Certified, CCNA, or similar)
• Prior experience supporting distributed/multi-site retail, healthcare, or field-operations environments