Sr IT Services Engineer

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Role Overview

As a Senior IT Services Engineer, you will be a key member of the IT team, providing advanced support for end users and IT infrastructure. You will troubleshoot, resolve, and escalate complex technical issues, drive process improvements, and champion the adoption of new technologies—including AI-powered tools. You will work closely with other IT teams and business stakeholders to deliver high-quality service and ensure operational excellence.

Key Responsibilities

• Desktop & Laptop Support : Provide on-site and remote support for desktops, laptops, printers, mobile devices, and peripherals. Troubleshoot and resolve OS, application, and hardware issues.
• Software Installation & Configuration : Install, configure, and update software applications. Perform OS upgrades, patches, and security updates.
• Incident & Request Management : Monitor and respond to support tickets, prioritize based on severity and SLA, and ensure timely resolution.
• User & Remote Support : Assist end-users with technical queries, provide training, and promote IT best practices. Deliver troubleshooting and support for both on-site and off-site users through remote desktop tools, phone, or email.
• Security & Compliance : Maintain IT security protocols, enforce company policies, and ensure devices are updated with security patches and anti-virus definitions.
• Collaboration & Escalation : Work closely with other IT teams (networking, infrastructure, security) and escalate unresolved issues to senior engineers or specialists.
• Remote Support : Provide troubleshooting and support for off-site users via remote desktop tools, phone, or email.
• Okta Administration (Identity & Access Management) : Administer and manage Okta for identity and access management, including user provisioning, de-provisioning, group management, application integrations, and troubleshooting authentication / authorization issues. Ensure compliance with security policies and best practices for access controls.
• Documentation & Reporting : Maintain clear documentation of issues, resolutions, and processes. Create user manuals, FAQs, and support materials. Additionally, oversee the creation, review, and regular updating of knowledge base articles and documentation to ensure accuracy and relevance.
• On-Call Support : Participate in on-call rotation for critical support needs.
• AI Tools & Automation : Use and train others on AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Agent AI) for IT support, documentation, and workflow automation. Integrate AI into daily IT operations, and ensure ethical, secure, and transparent use of AI technologies.
• Continuous Learning & Innovation : Demonstrate a strong passion for continuous learning and professional development. Stay updated with the latest technologies, tools, and industry trends. Think creatively and improvise to solve problems and improve processes. Actively participate in knowledge sharing, team learning sessions, and innovation initiatives.

Key Skills And Qualifications

Educational Background

Experience

Technical Skills

Soft Skills

Certifications (Preferred But Not Required)

Skills Required

O365, Windows Os, Proofpoint, MECM, Intune, Active Directory, Okta, ticketing systems , Microsoft Office Suite