IT Services Senior Engineer & Support Escalation
About the role
Acumen Managed IT Services in Richmond Heights, MO is seeking a full-time Senior Engineer and Level 3 Escalation Support to join a team providing innovative solutions and exceptional technology support to clients.
Responsibilities
- Diagnose and resolve advanced technical issues across systems, hardware, and software.
- Provide expert-level support to Level 1 and Level 2 technicians.
- Collaborate with engineering and development teams to troubleshoot and improve system performance.
- Lead root cause analysis and implement long-term solutions.
- Maintain documentation of technical procedures and resolutions.
- Participate in on-call rotations and respond to high-priority incidents.
- Train and mentor junior technicians.
Qualifications
- Associate or Bachelor's degree in a technical field (or equivalent experience).
- 5+ years of hands-on experience in technical support or system administration.
- Strong knowledge of networking, Windows/Linux, M365 and cloud platforms.
- Excellent problem-solving and communication skills.
- Certifications such as CompTIA, Microsoft, or Advanced certifications are a plus.
Skills
- 365 Management
- Fortigate Configuration
- Mail Flow Troubleshooting
- SharePoint configuration and management
- Desktop and User Support
- IP Routing
- Powershell
- VLAN Configuration
- Workstation Setup
- DNS, DHCP
- Windows Server
- M365 Licensing
- EDR Remediation
- MDR (365) Remediation
Benefits
We provide competitive benefits, including medical, dental, vision, short-term disability, long-term disability, life, supplemental insurance, paid time off (PTO), paid holidays including floating holiday, a health savings account (HSA), a dependent care flexible spending account (FSA), an employee assistance program (EAP), mileage reimbursement, job training, and fun social events.
Schedule
This IT Services Senior Engineer & Support Escalation position has a schedule of Monday - Friday, 8 am - 5 pm. This job has an on-call rotation and may require work during non-business hours to ensure clients' needs are met.