Senior Technical Support Engineer
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Job Description
Senior Technical Support Engineer providing support and solutions for technology issues at Clean Air Task Force. Focused on Microsoft 365 while contributing to environmental initiatives.
Responsibilities:
- Serve as a trusted escalation point for staff technology issues
- Take ownership of complex support and Microsoft 365–related work
- Independently triage, investigate, and resolve issues affecting end users
- Make thoughtful, production-impacting changes across the IT environment
- Deliver high-quality, timely support for users with limited availability
- Contribute to ongoing improvements in systems, processes, and documentation
- Provide rapid, high-quality support for end users using remote assistance tools
- Train staff on supported platforms and systems, especially Microsoft 365 tools
- Contribute to project-related work across Microsoft 365 and other cloud environments
Requirements:
- 5-10 years of advanced-level, tier 2/3 IT support experience in an M365, Windows, & Mac environment
- Associate or bachelor’s degree in computer science, information technology, or related field
- Current and verifiable technical certifications such as Microsoft 365 Certified Endpoint Administrator Associate, Administrator Expert, or Security Operations Analyst Associate, CompTia A+, Security+, or similar.
- Excellent interpersonal and communication skills, with the ability to work effectively with highly functional users and leadership
- Expert troubleshooting skills, including root cause analysis, research, testing, and resolution of complex technical issues
- Strong analytical, diagnostic, and problem-solving skills with a high level of attention to detail
- Demonstrated ability to independently manage a support ticket queue, including timely responses, thorough investigation, documentation, follow-through, and resolution without escalation unless necessary
- Strong understanding of Microsoft 365 administration and how tenant-level changes impact users, security, and organizational workflows
- Ability to design and support secure collaboration with external partners using Microsoft 365, including sharing controls, permissions, and best-practice tool selection
- Expert knowledge of Windows and macOS hardware and operating systems
- Ability to troubleshoot and support virtual and physical meetings
- Experience using ticketing systems for issue tracking and documentation
- Ability to research unfamiliar issues, learn new SaaS platforms, and apply solutions methodically while minimizing risk
- Ability to assess, investigate, and determine whether messages are spam, phishing, or malicious, using technical indicators, user context, and security best practices.
- Hands-on experience independently administering a Microsoft 365 tenant, including making production changes that impact users across Exchange, Teams, SharePoint, identity, and device management.
- Experience designing or improving Microsoft 365 operational practices, such as onboarding/offboarding workflows, permission models, documentation standards, or support processes.
- Hands-on experience administering Microsoft 365, including user onboarding and offboarding, license assignment, group management, role-based access, and day-to-day administration across Microsoft 365 Admin Center and related portals
- Experience administering and troubleshooting Exchange Online, including mail flow diagnostics (mail traces, transport rules), shared mailboxes, calendaring issues, permissions, and mail routing concepts
- Experience with Microsoft Teams, including standard, private, and shared channels; chat v.s. channel use cases; external collaboration; and troubleshooting Teams-related issues
- Strong SharePoint Online experience, including permissions models, external sharing, site vs OneDrive use cases, storage management, and building and maintaining SharePoint pages and sites
- Experience working with Entra ID (Azure AD), including identity, access, and group management concepts
- Expert-level experience supporting end users on Windows 11, macOS (MacBooks), iOS, and Android devices
- Experience working with MDM platforms such as Intune and JAMF for device management and troubleshooting
- Experience with remediation of cybersecurity-related issues affecting end users and endpoints
- Solid understanding of IP networking, wireless communication, and printer configuration and troubleshooting
- Experience investigating suspected spam and phishing emails, including analyzing message headers, reviewing mail flow, validating sender authenticity, and determining appropriate remediation or user guidance.
- High level of autonomy
- High level of attention to detail
- Consistent follow-through and a commitment to high-quality work
- Ability to learn and administer new SaaS
- Passion for CATF’s mission.
Benefits:
- Excellent benefits package
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