What are the responsibilities and job description for the Senior Support Engineer position at Franklin Fitch?
Senior IT Support Engineer | Boston, MA (Hybrid) | $85,000–$100,000 15% Bonus
This position is ideal for a seasoned support professional who enjoys resolving complex technical challenges, acting as a senior technical resource, and helping elevate service standards across the organization. You'll play a key role in supporting end users, driving operational improvements, and mentoring junior team members.
What You'll Be Doing
- Serve as a senior escalation point for advanced desktop, endpoint, and infrastructure-related issues
- Deliver support across Microsoft Windows environments, Microsoft 365, and business-critical applications
- Administer user accounts, access rights, and identity management platforms including Active Directory and Azure AD
- Diagnose and resolve networking issues involving VPNs, DNS, DHCP, and TCP/IP
- Provide support for mobile devices across iOS and Android platforms
- Maintain conferencing, collaboration, and AV technologies used throughout the business
- Coach and support junior team members, promoting knowledge sharing and best practices
What You'll Bring
- 4 years of experience within an enterprise IT support environment
- Windows 10 and Windows 11
- Microsoft 365, including Teams, Outlook, SharePoint, and OneDrive
- Active Directory and Azure AD
- Intune and endpoint administration
- Core networking technologies such as DNS, DHCP, VPN, and TCP/IP
- Experience supporting hybrid and remote workforces
- Familiarity with ITSM platforms and ticket management processes
- Exposure to security solutions such as Microsoft Defender, CrowdStrike, or Netskope would be beneficial
- Experience supporting meeting room and AV technologies is advantageous
- Previous experience mentoring colleagues, or a strong interest in developing others
About You
You are someone who enjoys solving difficult technical problems and takes ownership of issues from start to finish. You thrive in a fast-moving environment, communicate effectively with both technical and non-technical users, and enjoy collaborating with colleagues to improve service delivery. You also have a genuine interest in supporting the growth and development of those around you.
If you're ready to take the next step in your IT support career and join a highly respected organization, we'd be keen to speak with you.
Salary : $85,000 - $100,000