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Endeavor

Senior Support Technician

Endeavor

. Lead high-severity incident response, including P1 and major incident scenarios .

Posted 10/1/2026full-timeRemote • Michigan • United StatesSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident response, technical direction, and problem management while driving automation improvements and maintaining high documentation standards. Proficient in coaching and mentoring support staff to enhance technical capabilities and service delivery.

Highest-signal resume keywords
Incident Response LeadershipDeep Troubleshooting ExpertiseConnectWise PSA ProficiencyITIL Practices KnowledgeCoaching and Mentoring Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Root-Cause AnalysisNetwork and Infrastructure MaintenanceScripting for AutomationWindows Server ManagementMicrosoft 365 AdministrationAzure and Entra ID ManagementVirtualization ExpertiseBackup and Disaster RecoverySecurity Tooling ProficiencyAnalytical Thinking
Soft Skills
Excellent Verbal CommunicationExcellent Written CommunicationProblem-Solving SkillsTechnical Coaching Aptitude
Tools & Technologies
ConnectWise RMM (Automate)IT GlueConfluenceService Desk Runbooks
Certifications & Qualifications
Microsoft CertificationsConnectWise CertificationsSecurity Certifications
Industry Keywords
ITIL PracticesIncident ManagementProblem ManagementContinual ImprovementTechnical Documentation

Tech Stack

Tools & technologies
Azure

About the role

Key responsibilities & impact
  • Lead high-severity incident response, including P1 and major incident scenarios
  • Provide technical direction and coordinate responses across Service Desk, NOC, Professional Services, and vendor resources
  • Execute root-cause fixes from Problem Management, including complex remediation, known error resolution, and post-incident preventive work
  • Own and improve Service Desk runbooks, technical standards, and knowledge base content in Confluence and IT Glue
  • Retire stale or contradictory documentation
  • Drive automation improvements by scripting standard fixes, tuning RMM automation, and identifying automation-first procedures
  • Provide technical coaching and enablement to Support Technician I and II employees
  • Pair on complex tickets, review knowledge articles, and lead technical training sessions
  • Investigate individual client problems and cross-client Problem Management patterns requiring Tier 3 investigation
  • Model ticket documentation, time entry, and closure standards
  • Partner with the Service Desk Manager on Continual Improvement Register items and service improvement plans
  • Represent the Service Desk in cross-practice coordination with Professional Services, NOC, and vCIO on shared work, transitions, and improvement initiatives
  • Maintain accurate ticket documentation, time entry, and schedule in ConnectWise PSA
  • Participate in the weekly on-call rotation
  • Perform additional tasks required by management

Requirements

What you’ll need
  • Bachelor’s degree in Computer Science, Information Technology, related field, or equivalent experience
  • 7+ years support experience
  • Deep troubleshooting expertise across enterprise networking, Windows Server, Microsoft 365, Azure and Entra ID, virtualization, backup and disaster recovery, and security tooling
  • Skill in installing, repairing, and maintaining network and infrastructure equipment
  • Strong analytical thinking, problem-solving, and root-cause analysis skills
  • Excellent verbal and written communication with the ability to lead technical bridges and post-incident reviews
  • Proficiency with ConnectWise PSA, ConnectWise RMM (Automate), IT Glue, Confluence, and scripting for automation (PowerShell)
  • Strong working knowledge of ITIL practices, including incident, problem, change, and continual improvement
  • Coaching and mentoring aptitude with the ability to develop technical range in Support Technician I and II peers
  • Ability to hold documentation and quality standards without becoming a bottleneck
  • Relevant Microsoft, ConnectWise, and security certifications are encouraged
  • A minimum of one new proctored industry certification per year is expected

Benefits

Comp & perks
  • 401k with 100% match up to 6% employee contribution
  • Medical
  • Dental
  • Vision
  • Employer Paid - Life Insurance - 3x your salary
  • Employer Paid - Long-term Disability
  • Employer Paid - Short-term Disability
  • Employer Paid - Access to financial planning services
  • EAP
  • Holidays
  • PTO
  • Weekly on-call rotation with after-hours coverage as backup to Endeavor IT's third-party after-hours service