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.

Key Responsibilities

• 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).

Skills & Experience

• 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).