Position: Senior Technical Support Engineer

Reports to: IT Manager

Location: Remote, U.S.

ROLE

We are seeking an experienced Senior Technical Support Engineer to serve as a trusted escalation point for staff technology issues and to take ownership of complex support and Microsoft 365-related work. In this role, you will independently triage, investigate, and resolve issues affecting end users, while making thoughtful, production-impacting changes across our IT environment.

This position works directly with staff and leadership to deliver high-quality, timely support for users with limited availability, while also contributing to ongoing improvements in systems, processes, and documentation. The ideal candidate is comfortable balancing day-to-day support responsibilities with deeper technical problem-solving and project-based work. This role is well-suited for someone who enjoys owning problems end-to-end and improving how IT services are delivered over time.

Key Functions and Responsibilities:

• Providing rapid, high-quality support for end users using remote assistance tools, serving as an escalation point for complex or time-sensitive issues.
• Independently triaging, investigating, and resolving technical issues while documenting findings, actions taken, and outcomes in the ticketing system.
• Creating and maintaining internal and user-facing documentation to improve support efficiency, consistency, and self-service.
• Training staff on supported platforms and systems, with a focus on effective and secure use of Microsoft 365 tools.
• Contributing to project-related work across Microsoft 365 \/
• and other cloud environments, including implementation, testing, and process improvements.
• Supporting staff onboarding, software installation, and endpoint-related tasks, and determining when issues require repair, replacement, or escalation to vendors.
• Other duties as assigned.

Skills/Qualifications:

Education/Background

• 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.

Skills

• 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.

Experience

• This role requires 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.

Other

• Experience with CrowdStrike Falcon MDR
• 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

COMPENSATION AND LOCATION:

This is a full-time, remote position, with location flexible within the United States. CATF offers an excellent benefits package (details available on our careers page) and an annual salary range of $85,000 - $105,000, depending on experience.