Sr IT Solutions Engineer

A Senior IT Solutions Engineer supports the company by serving as the Tier 2/3 technical expert responsible for resolving complex IT issues, helping technology leadership and business stakeholders, managing core infrastructure, and ensuring systems remain secure, reliable, and scalable. They design, maintain, and optimize the company’s networks, endpoints, identity systems, and cloud environments while guiding junior staff and improving IT processes. This role acts as both a technical leader and a problem-solver, ensuring the technology foundation enables the business to operate smoothly and grow effectively.

SERVICE SIDE:

1. Advanced Tech Support, Escalation Management, & App Expertise

• Serve as the primary escalation point for complex issues beyond Tier 1 capability, including advanced endpoint troubleshooting, OS-level problems, system failures, and multi-factor authentication issues.

• Diagnose and resolve high-impact (P1 and P2) incidents involving networking, systems, security controls, and application integrations.

• Collaborate with vendors or external partners when specialized support is required.

• Provide mentorship and technical guidance to Tier 1 staff (including interns).

• Maintain a broad understanding of industry platforms such as Google Workspace, AWS, TMS applications, and operational tools.

• Support and diagnose issues across key applications including MyCarrierPacket, Turvo, Super Dispatch, Central Dispatch, Dialpad, Microsoft 365, Bitwarden, Smartsheet, Trinet, Zendesk, CCC One, Mitchel 1, AutoVitals, NetSuite, Magnus TMS, Truckstop, and all other internal systems.

2. Infrastructure Administration & Systems Management

• Manage and maintain core IT systems such as identity platforms (Azure AD), MDM/endpoint management solutions, RMM tools, MFA, and SSO.

• Oversee patching, compliance, and configuration baselines for all managed devices.

• Monitor system performance, logs, and alerts to proactively prevent issues.

• Assist with managing cloud infrastructure, virtual machines, backups, and storage systems.

3. Network & Security Operations

• Handle advanced network troubleshooting including VLANs, routing, VPN, firewall rules, and Wi-Fi configurations.

• Implement and enforce security policies including device hardening, access management, data protection, and audit compliance.

• Support incident response activities including root cause analysis, remediation, and post-incident reviews.

• Maintain ongoing alignment with organizational security standards.

4. Process Development, Automation & Documentation

• Create and refine internal IT processes, standard operating procedures, and knowledge base articles.

• Develop automation scripts or workflows to reduce manual tasks (PowerShell, Bash, RMM automations, etc.).

• Improve onboarding, offboarding, and configuration pipelines for efficiency and compliance.

• Champion best practices in change management, request handling, and ITIL-aligned processes.