Senior IT Support Engineer

Job Description

Job Description

Position Type: Full-time

Pay: $100,000 to $110,000 per year, dependent on experience and education

Benefits: 457b plan, and matching; Medical coverage and 100% deductible coverage through HRA; Dental coverage; Vision coverage; Life insurance; Paid time off; Parental leave; Tuition Reimbursement; Monthly Remote Work Stipend; Supplemental Retirement plan, and more.

Work Location: Hybrid; Home and Boston Office

Position Summary

The Senior IT Support Engineer serves as a senior, on-site technical resource providing advanced end-user support, cross-platform troubleshooting, and operational assistance across MassCEC’s IT environment. This role functions as a Tier 3 escalation point, supports multiple technology domains, and partners closely with IT leadership, managed service providers (MSPs), and security vendors to ensure reliable, secure, and efficient IT operations.

This position is hands-on, user-facing, and operationally focused, bridging day-to-day support with higher-level technical problem solving and light project work. This role will report to the Senior Director of IT and work closely with MSP support teams, cybersecurity advisors, and firewall/network vendors. This position will also serve as a key on-site extension of the IT leadership and operations function.

Key Responsibilities

• Advanced End-User & Escalation Support
  • Serve as Tier 3 escalation for complex end-user issues beyond standard service desk resolution
  • Diagnose and resolve advanced hardware, software, and connectivity issues
  • Provide white-glove support for executives and senior staff
  • Act as primary on-site technical presence for troubleshooting and incident response
• Technical Operations Support
  • Support Microsoft 365 services including Exchange Online, Teams, OneDrive, SharePoint, and endpoint configuration
  • Assist with identity and access management tasks (Azure AD / Entra ID, MFA, conditional access support)
  • Support endpoint management, patching, and device lifecycle activities
  • Troubleshoot networking issues in coordination with firewall and network service providers
  • Support telecom and Microsoft Teams Phone issues
• Collaboration & Vendor Support
  • Work closely with MSPs resources to coordinate support activities and escalations
  • Assist internal IT leadership with technical execution of operational initiatives
  • Coordinate with cybersecurity and firewall vendors during incidents, testing, or remediation activities
  • Provide on-site assistance for vendor-led projects and changes
• Documentation & Continuous Improvement
  • Document recurring issues, resolutions, and operational procedures
  • Identify opportunities to improve support processes and reduce recurring incidents
  • Assist with knowledge transfer from MSPs to internal IT resources
  • Contribute to service quality, reliability, and user satisfaction improvements
  • Develop and maintain SOPs, onboarding guides, and operational runbooks
  • Leverage automation and scripting (e.g., PowerShell, endpoint tooling) to reduce manual effort and improve consistency
• Operations, Automation & Asset Management
  • Support endpoint management platforms (e.g., Intune) for software deployment, patching, inventory, and compliance
  • Assist with device imaging, refresh cycles, and OS upgrades (e.g., Windows 10→11)
  • Maintain accurate asset inventory and lifecycle records
  • Support conference room technology, AV systems, and Microsoft Teams Rooms/Zoom Rooms

Required Skills & Experience

• 5+ years of progressive IT support experience, including senior or escalation responsibilities
• Strong experience supporting Windows environments
• Hands-on experience with Microsoft 365 administration and troubleshooting
• Solid understanding of identity, endpoint management, and networking fundamentals
• Experience working in MSP or hybrid IT environments
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent communication skills with both technical and non-technical users

Preferred Qualifications

• Experience supporting Microsoft Teams Phone or enterprise telephony
• Familiarity with cybersecurity practices, MFA, and incident response coordination
• Prior experience providing on-site IT support in a professional office environment
• Relevant certifications (Microsoft, CompTIA, or equivalent) a plus

About the Massachusetts Clean Energy Center

The Massachusetts Clean Energy Center (MassCEC), as a quasi-public entity, plays a critical role in fostering the success of our state's clean energy sector. MassCEC's mission is to accelerate the clean energy and climate solution innovation that is critical to meeting the Commonwealth's climate goals, advancing Massachusetts' position as an international climate leader while growing the state's clean energy economy.

MassCEC undertakes targeted programmatic initiatives to accelerate cost reductions in clean energy, help consumers diversify their energy choices and address evolving energy needs, leverage public and private funds to drive investment into this rapidly growing sector, and scale-up renewable energy deployment across the state.

MassCEC is committed to creating a diverse, equitable, and inclusive organization where everyone is welcomed, supported, respected, and valued. We are committed to incorporating principles of diversity, equity, inclusion, and environmental justice in all aspects of our work in order to promote the equitable distribution of the health and economic benefits of clean energy and support a diverse and inclusive clean energy industry. MassCEC strives to lead and innovate in equitable clean energy and climate solutions.

To apply

Qualified candidates are encouraged to submit a resume and cover letter through our Online Career Center. Applicants with diverse backgrounds, experiences, abilities, and perspectives are encouraged to apply.