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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Service Engineer - **Company:** Amazon.com, Inc. - **Location:** Seattle, WA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Azure, Business Software, Software as a Service, Virtual Private Networks (VPN), Internet Service Provider, Microsoft Software, Windows PowerShell, Microsoft InTune - **Published:** August 29, 2026 - **Apply:** https://www.careerjet.com/jobad/us076c56eeff96382f8e737ea652a51755 ## About the Role * 5+ years of progressively responsible IT support experience (MSP experience strongly preferred). * Broad, advanced competence across MSP-relevant technologies: M365 identity, endpoint management, basic-to-intermediate networking, security tooling, backup/DR. * Ability to rapidly assess ambiguous problems, form hypotheses, gather evidence, and drive resolution. * Strong written/verbal communication for high-pressure incident leadership and client-facing updates. * Automation capability: PowerShell proficiency; ability to safely operationalize repeatable fixes (peer reviewed). Certification Expectations * AZ-104 (Azure Administrator) required (or must be completed within 6 months of entering the role). * One advanced or specialty cert within 12 months of entering the role (examples: MS-102, AZ-305, SC-300, SC-200). * Certifications support technical depth and credibility while maintaining a generalist operating model. IMPACT Expectations * Integrity: set the standard for technical judgment, professionalism, and ethical behavior in high-impact situations. * Mindset: think systemically; prioritize long-term stability; anticipate risk; drive prevention over repeat firefighting. * Passion: step forward during complex/critical events and take pride in reliable, high-quality service outcomes. * Accountability: own outcomes including RCA quality and follow-through on remediation recommendations. * Client-Centric: balance speed and correctness with long-term client impact; communicate clearly during incidents. * Teamwork: act as a force multiplier through mentorship, standards, and knowledge sharing (without formal people management). ## Description Role Summary The Senior Service Engineer is the highest level of escalation within reactive support. This role resolves complex, high-impact issues, leads technical response during major incidents, and raises team capability through mentorship, documentation, automation, and standards. Seniors remain generalists-valued for breadth, judgment, and leadership-not narrow specialization. This role may include dedicated client service assignments requiring advanced cross-functional execution, technical leadership, and ownership of outcomes within Executech standards., * Resolve complex, high-severity escalations across infrastructure, identity, networking, endpoint, and applications, serving as the senior technical point of contact for assigned clients and queues. * Lead technical response during major incidents: triage, containment, delegation, status updates, and stabilization. * Perform root-cause analysis and drive durable remediation to prevent recurrence. * Own client outcomes end-to-end, coordinating across internal teams and specialized resources when scope spans multiple functional areas. * Own vendor escalations (Microsoft, ISPs, SaaS) with clear evidence, timelines, and follow-through. * Deliver at least one continuous-improvement contribution per quarter, runbook, automation, monitoring, or standards update. * Mentor engineers across tiers; elevate troubleshooting habits, documentation quality, and judgment on when to proceed vs. escalate. * Partner with Service Directors on escalation strategy, queue health, and QA calibration. * Model exemplary documentation, time capture, and client communication, especially under pressure, while protecting scalability, security, and Executech standards. * Exercise senior-level judgment on when to proceed, when to escalate, and when to pull additional resources, and coach others to do the same. Typical Work Scope (Examples) * High-severity escalations spanning identity, networking, Azure/M365, endpoint management, and core line-of-business applications. * Major incident technical leadership: drives triage, assigns work, communicates status, and leads post-incident review inputs. * Root-cause analysis and prevention: turns repeated tickets into permanent fixes (automation, standards, runbooks). * Advanced troubleshooting with logs/telemetry: M365 sign-in logs, Intune logs, Defender signals, firewall/VPN diagnostics. * Vendor escalation ownership: produces concise cases with logs, timelines, and business impact. Performance Expectations (KPIs) * SLA compliance: 90% (rolling 90-day). * CSAT: 97% positive (rolling 90-day). * Utilization: 90% utilization target. * Billable efficiency: 80% billable efficiency (rolling 90-day). * Ticket quality: meets documentation/time-entry standards; participates in QA audits. * QA target: 93/100 (< 90/100 triggers coaching plan). ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Azure-Well Architected Framework - designing mission critical workloads in practice](https://www.wearedevelopers.com/videos/1529-azure-well-architected-framework-designing-mission-critical-workloads-in-practice) - [Open Source: The Engine of Innovation in the Digital Age](https://www.wearedevelopers.com/videos/1103-open-source-the-engine-of-innovation-in-the-digital-age) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [The Intent Engineer: Closing the Gap Between Business & Engineering - Manuel Klein](https://www.wearedevelopers.com/videos/1855-the-intent-engineer-closing-the-gap-between-business-engineering-manuel-klein) - [Hacking MSSQL on Cloud. 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