Senior Service Engineer (Hybrid) | Microsoft 365, Infrastructure & AI

This is a hybrid role. Your week will be a mix of onsite work at client sites and our New Brighton office, plus remote work. Where you work each day follows client needs and project work. Hours are Monday through Friday, 8:00 AM to 5:00 PM., * Serve as the senior escalation point for the most complex technical problems and client issues, including server, network, virtualization, cloud, and security matters.

• Contribute to K&E’s AI initiatives, including Microsoft Copilot, AI-assisted automation, and helping define supportable AI offerings that can be delivered to clients consistently and responsibly.
• Take a lead technical role in projects for existing clients, including analyzing client needs, goals, and available technologies; researching options; developing the scope of work and schedule; reviewing budgetary estimates and proposals; and performing post-project follow-up.
• Take a lead technical role in onboarding new clients, including discovery, standardization, and stabilization of new client environments.
• Design, implement, and maintain client infrastructure, including servers, virtualization platforms, networking, firewalls, backup and disaster recovery, and Microsoft 365 environments.
• Help define, maintain, and improve K&E’s technical standards across infrastructure, Microsoft 365, security tooling, endpoint management, monitoring, backup, documentation, and automation.
• Evaluate our MSP tool stack and emerging technologies, identify gaps, overlap, and underused platforms, and recommend improvements to service quality, security, scalability, and profitability.
• Support strategic client advisory work: client technology roadmaps, lifecycle and refresh planning, and the technical portion of business reviews, translating business goals into technology recommendations.
• Identify recurring issues across clients, perform root-cause analysis, and put preventative and permanent solutions in place.
• Develop Standard Operating Procedures, playbooks, and documented standards that make knowledge repeatable and transferable, and ensure adherence to them.
• Mentor and coach service engineers on technical skills, troubleshooting methodology, and best practices, reviewing technical designs and coaching through decisions rather than solving every issue directly (no direct reports).
• Maintain up-to-date client documentation, including work performed, time worked, and any follow-up required.
• Enter time in the ticketing system daily for client billing and internal tracking.
• Ensure quality support services are provided in a timely manner.
• Attend regularly scheduled and ad hoc department meetings.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function(s).

Secondary duties: Perform other duties as required and assigned, and perform backup duties for peers when necessary.

Knowledge, Skills, and Abilities

Exemplifies K&E Consulting’s core values:

• Customer First: We prioritize the needs of our customers, ensuring their satisfaction and success.
• Compassion: We approach every interaction with empathy and understanding, fostering a supportive environment.
• Growth-Oriented: We are committed to continuous improvement, learning, and development both professionally and personally.
• People Smart/Values Tech: We recognize the importance of emotional intelligence and effective communication while leveraging technology to enhance our services and operational efficiency.

• Expert-level technical support and troubleshooting skills, with the ability to make sound decisions in matters of significance.
• Excellent oral and written communication skills, including the ability to explain technical information to non-technical people.
• Ability to develop, follow, and improve Standard Operating Procedures.
• Ability to work independently while being a strong, supportive team member.
• Ability to handle frequent pressures, including demanding client contact, deadlines, and multitasking.
• A high degree of diplomacy with clients at every level and every degree of technical knowledge.
• Maintains confidentiality of all client and company information., Required experience: 7+ years supporting Microsoft-based business networks. Required language: English.
• 2-year or 4-year degree in Computer Science, Networking, or Information Technology, or equivalent experience and/or training.
• 7+ years of hands-on experience supporting a variety of Microsoft networks for small and mid-size businesses; MSP (Managed Service Provider) experience strongly preferred.
• Expert-level experience with Microsoft 365 tenant deployment and administration, including user provisioning, security groups, compliance policies, Multi-Factor Authentication (MFA), Conditional Access, and threat protection.
• Deep hands-on experience with servers, virtualization (Hyper-V/VMware), networking, firewalls and wireless (FortiGate, SonicWall, Ubiquiti), backup and disaster recovery, and email/endpoint security.
• Experience with AI tools and technologies is a strong plus, including Microsoft Copilot deployment and administration, AI-assisted automation and scripting, and evaluating or implementing AI solutions for business clients.
• Scripting and automation experience (e.g., PowerShell) preferred.
• Experience advising business stakeholders, such as business reviews, technology roadmaps, or similar client-facing strategic work, is preferred.
• Excellent troubleshooting and problem-solving skills, including root-cause analysis.
• Valid driver’s license and reliable transportation for travel to client sites.
• Current relevant certifications from vendors such as Microsoft are preferred.
• Ability to complete an NDA, background check, and drug test before your start date (some of our clients require them).

While performing the duties of this job, the employee must be able to:

• Work a hybrid schedule across our New Brighton office, client sites, and a home office, Monday through Friday, 8:00 AM to 5:00 PM. Travel by car within the metro area to client offices. Participate in occasional evening and weekend work as needed.
• Sit or stand for extended periods of time on a regular basis. Regularly reach, handle, feel, and operate a computer, keyboard, mouse, telephone, and other office equipment.
• See, hear, talk, and perform tasks requiring manual dexterity; kneeling, standing, walking, crouching, stooping, reaching, and other similar physical activities on a regular basis. Effectively speak, read, and write English and routine correspondence. Effectively present information in one-on-one and small group situations.
• Lift and/or move up to 10 pounds on a regular basis, up to 25 pounds frequently, and up to 75 pounds occasionally.

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is not an all-inclusive document. Additional duties, expectations, demands, etc. may be added or changed to this document on an as-needed basis in order to meet organizational needs.

Pay: $100,000.00 - $120,000.00 per year

K&E Consulting is a managed IT services provider supporting professional services, medical, legal, and manufacturing organizations across the Twin Cities. As a Senior Service Engineer, you’ll be one of the senior technical authorities on our service team: a trusted resource for engineering, infrastructure, security, automation, and Microsoft 365 strategy across a diverse client base.

You’ll be the final escalation point for our most complex technical problems, take a lead technical role in client projects and onboarding, help define K&E’s technical standards, and play a real part in our AI and automation work. This is an individual contributor role built around deep technical expertise. Your job is to solve the hard problems, raise the technical bar, and mentor by example rather than through direct reports.

Why You’ll Like It Here

• Hybrid flexibility. Onsite where it matters, remote when it doesn’t.
• Hands-on AI work. Microsoft Copilot, AI-assisted automation, and helping shape the AI services we deliver to clients.
• Real variety. Professional services, medical, legal, and manufacturing clients, from escalations to full projects.
• A modern stack. Microsoft 365, Entra ID, Intune, Fortinet, Huntress, ThreatLocker, Datto, and more.
• A team clients know by name. We answer the phone live, and our clients notice.