Senior IT Support Engineer

Job Description

The IT Support Engineer (Level 3) is the top internal technical escalation resource, receiving complex tickets and project assignments through the service dispatcher and working closely with the Engineering Manager to ensure all work is completed within SLA. This role leads new client onboarding and infrastructure deployments, drives process documentation, and mentors junior engineers. Clear communication with the dispatcher on project timelines and escalation status is essential.

Key Responsibilities

• Receive and work all escalated tickets and project assignments through the service dispatcher; maintain clear, timely communication with the dispatcher on status, timelines, and capacity.
• Work directly with the Engineering Manager and dispatcher to ensure project tasks and escalated tickets are resolved within SLA.
• Act as the highest internal escalation tier, diagnosing and resolving complex technology issues acro...