Senior IT Support Engineer / Systems & Endpoint Engineer

We are looking for a Senior IT Support Engineer who can take ownership of technical issues, serve as the escalation point for junior staff, and help build a reliable, well-documented support operation.

This is a full-time onsite role with standard working hours of Monday through Friday, 9:00 AM to 5:00 PM., The Senior IT Support Engineer will be responsible for advanced onsite support, Microsoft 365 administration, Entra ID, MFA, Intune, Google Workspace administration, on-prem Active Directory support, printers/scanners, network devices, phones, cameras, mobile devices, vendor coordination, and documentation.

This role requires someone who can resolve issues independently, communicate clearly, document thoroughly, and take ownership of tickets from start to finish., * Administer Microsoft 365, Entra ID, MFA, Intune, Exchange Online, Teams, SharePoint, OneDrive, licensing, and endpoint compliance.

• Administer Google Workspace, including Gmail access, account creation, password resets, groups, forwarding, user suspension, and account recovery.
• Support hybrid environments involving on-prem Active Directory, Entra ID, Google Workspace, Microsoft 365, and Intune-managed devices.
• Troubleshoot Windows 10/11 laptops, desktops, user profiles, permissions, shared drives, OneDrive access, Outlook issues, and application problems.
• Support iPhone, iPad, tablet, Apple ID, mobile device enrollment, mobile apps, eSIM, and carrier-related issues.
• Troubleshoot printers and scanners, including multifunction printer issues, scan-to-email failures, SMTP settings, printer drivers, print queues, toner/drum issues, and vendor service coordination.
• Support network and internet issues involving firewalls, switches, Wi-Fi, access points, VLANs, ISP outages, and cloud-managed network platforms.
• Support camera systems, including user access, connectivity, offline cameras, mobile app access, and vendor escalation.
• Support VoIP, landline, desk phone, extension, voicemail, and call-forwarding issues.
• Coordinate with third-party vendors, including ISPs, printer vendors, camera vendors, mobile carriers, software vendors, and hardware suppliers.
• Own escalated tickets through resolution and ensure all work is tracked in the ticketing system.
• Create and maintain documentation, SOPs, ticket notes, knowledge base articles, asset records, site notes, and recurring issue runbooks.
• Identify repeat issues and recommend long-term fixes to reduce recurring tickets.

Do you have a valid Driver's License license?, Do you have experience in iOS?, * 3-5+ years of experience in help desk, systems administration, MSP support, onsite IT support, or a similar technical support role.

• Strong hands-on experience with Microsoft 365, Entra ID, MFA, Intune, Windows endpoint support, and user administration.
• Experience with Google Workspace administration, including Gmail, Google Admin, user accounts, groups, password resets, and account access issues.
• Experience supporting hybrid Active Directory / cloud identity environments.
• Experience troubleshooting Windows 10/11, Outlook, Teams, OneDrive, SharePoint, Microsoft Office, Google Drive, and general user productivity issues.
• Experience troubleshooting printers and scanners, including print drivers, print queues, offline printers, scan-to-email, SMTP settings, and multifunction printers.
• Working knowledge of firewalls, switches, Wi-Fi, VLANs, DHCP, DNS, ISP troubleshooting, and cloud-managed networking platforms.
• Experience supporting phones, VoIP/landline systems, camera systems, iPhones, iPads, mobile apps, and carrier-related device issues.
• Ability to manage tickets independently, triage unclear requests, document root cause, and follow through until resolution.
• Strong documentation skills, communication skills, and customer service skills.
• Valid driver's license and ability to travel to client sites throughout the Los Angeles area, if needed
• Comfortable working onsite in professional office and multi-site client environments. Background check or site clearance will be required.

Preferred Qualifications

• Prior MSP or multi-site support experience.
• Microsoft certifications such as MS-102, MD-102, MS-900, or AZ-900.
• CompTIA Network+, Security+, A+, or CCNA.
• Experience with Microsoft Defender, endpoint security, MDM, asset management, and ticketing/PSA platforms.
• Experience creating SOPs, runbooks, and knowledge base documentation.

Ideal Candidate

The ideal candidate takes ownership, communicates clearly, documents everything, and understands that good IT support is not just about fixing problems quickly - it is about fixing them correctly, documenting the work, and preventing the same issue from repeating.