Senior IT Support Engineer

Senior IT Support Engineer RDV Corporation - 2.5 Grand Rapids, MI Job Details 7 hours ago Qualifications IT Full Job Description What You'll Do Technical Support & System Administration Lead resolution of complex, cross-system technical issues (e.g., endpoint, network, A/V, and service integrations) Oversee and optimize system performance, reliability, and scalability across environments Provide escalation support for high-impact or sensitive technical issues Design and implement solutions to reduce recurring issues and improve system stability Guide system configuration standards and best practices Customer Service & Stakeholder Advisory Act as a trusted advisor on technology decisions and service options. Translate technical concepts into clear, actionable recommendations. Anticipate needs and proactively suggest improvements. Handle sensitive and high-impact situations with sound judgment and discretion. Build strong, trust-based relationships with stakeholders and partners. Technology Account & Service Optimization Lead optimization of technology service accounts (internet, cellular, SaaS, domains, etc.) Analyze usage, performance, and cost data to identify and drive improvements Conduct billing audits and ensure financial accuracy across services Recommend and implement service optimizations and cost-saving initiatives Support service planning, upgrades, and lifecycle improvements. Vendor Management & Optimization Own day-to-day vendor relationships and performance management Lead vendor optimization efforts, including contract evaluation and negotiation support Evaluate vendors and recommend solutions within approved frameworks Ensure service quality, accountability, and adherence to expectations Manage escalations and complex vendor-related issues Process Improvement & Documentation Identify systemic issues and implement long-term solutions. Lead projects and operational initiatives end-to-end. Drive improvements in documentation, workflows, and service delivery. Create, standardize, and continuously improve documentation, processes, and workflows Establish best practices for system management, account operations, and service delivery Ensure knowledge is effectively shared across the team Leadership & Mentorship Mentor and support development of junior and mid-level team members Provide guidance on troubleshooting, decision-making, and best practices Lead projects and cross-functional initiatives Promote a culture of continuous improvement and service excellence What You'll Bring Bachelor's degree in Information Technology, Business, or related field preferred At least 5-7 years of experience in IT operations, systems administration, technical support or related roles. Relevant certifications are a plus Advanced troubleshooting across endpoints, SaaS platforms, networks, and A/V systems Strong understanding of integrated IT environments and service ecosystems Experience with Microsoft 365, Google Workspace, and enterprise SaaS tools Deep knowledge of IT services (internet, cellular, streaming, domains, etc.) Strong experience with vendor management, contract evaluation, and service optimization Strategic thinking with focus on optimization and continuous improvement Strong analytical and problem-solving skills Ability to influence decisions and drive outcomes across stakeholders Excellent communication and stakeholder management skills Ability to manage complex priorities and operate independently High level of professionalism, discretion, and judgment Ability to work flexible hours, including evenings or weekends as needed Participation in on-call or escalation support rotation