Greenwood Village, Colorado, United States of America
Full Time
2 hours ago
$80,000 - $90,000 USD
No Visa Sponsorship
Key skills
AzureJamfMacOSVMwarePowerShellGlueMentoringRemote Work
About this role
Role Overview
Own and resolve complex support tickets as part of your daily work alongside the engineering team
Take ownership of high-impact, high-urgency escalations that lack a clear path to resolution
Provide mentorship and technical guidance to engineers across the service delivery team
Identify recurring incidents and support trends; recommend solutions through better documentation, automation, or platform changes
Partner with the Support Manager to optimize workflows and implement more efficient, scalable service delivery processes
Lead problem management initiatives by identifying root causes and contributing to long-term fixes for widespread issues
Act as a key stakeholder during security incidents, working with internal engineers and external partners to investigate, remediate, and communicate effectively with clients
Take the lead on defining and implementing technical standards and continuous improvement efforts across our service delivery operations, ensuring our engineering team is operating at its best
Participate in post-incident reviews, coaching engineers and identifying opportunities to improve tooling and knowledge base resources
Provide input into service delivery KPIs, help improve resolution time, response time, and customer satisfaction
Requirements
Deep hands-on experience with Microsoft Azure, Microsoft 365, Windows Server, and networking
A security-first mindset with comfort participating in incident response activities
Excellent troubleshooting instincts and comfort owning issues from investigation through to resolution
A proactive, systems-thinker mentality that seeks to solve root causes—not just symptoms
Confidence coaching and mentoring others without micromanaging or taking over
An ability to communicate clearly with both technical engineers and non-technical business stakeholders
Experience translating complex problems into clear, actionable technical or strategic guidance
Familiar and comfortable with ITIL principles and how to implement them
Process improvement, documentation, and automation practices
Customer service best practices and conflict resolution
Technical documentation, SOP development, and tooling assessments
Familiar with IT Glue, PSA systems (HaloPSA, Connectwise Manage, Autotask, etc.)
MS Windows, MS Windows Server, MacOS, Jamf Ninja RMM, Connectwise Control, Meraki, Sonicwall
Microsoft Azure, Microsoft 365, Intune and AutoPilot