Sr. Support Services Engineer

Job description

Overview:
We are seeking a highly organized and experienced Senior Support Services Engineer to join our dynamic team.

This role blends technical support, project management, and internal system enhancement, requiring a proactive mindset and strong documentation skills.

The ideal candidate will be comfortable in client-facing scenarios and capable of managing projects from initiation through completion.
Key Responsibilities
This role encompasses a mix of responsibilities across support, project work, and internal development:

+ Support Services (60%)

+ Handle escalated support tickets and general technical issues.

+ Manage mini to major support service projects, including on-call responsibilities and scheduled tasks.


+ Project Work (30%)

+ Lead client onboarding, technical assessments, and project management.

+ Conduct client-facing discussions and training sessions.

+ Ensure thorough documentation and knowledge base updates.


+ Internal Enhancements (10%)

+ Contribute to internal product development and proactive support initiatives.

+ Collaborate on automation improvements and system stability efforts.


Cross-Divisional Collaboration
Senior Engineers may be assigned projects across various KCI divisions based on expertise and availability.

These may include:

+ IT infrastructure

+ Networking

+ Voice systems (supporting the Voice team)

+ Camera surveillance solutions

Engineers are expected to take full ownership of assigned projects, ensuring alignment with the clients values, standards, and mission.
Project Management & Documentation

+ Lead projects from start to finish, including client reviews and training at completion.

+ Document all custom configurations and build processes in support tickets or knowledge base entries.

+ Ensure all work adheres to the clients and industry best practices (e.g., Microsoft, HP, Cisco).

Ideal Candidate Profile
We’re looking for a team-oriented professional who thrives on challenges and innovation.

A positive, proactive attitude is essential to help drive organizational growth and client satisfaction.

Strong communication and follow-up skills are key to success in this role.
Technical Skills & Qualifications
Required Skills:

+ AWS

+ Technical Support & Troubleshooting

+ Windows OS

+ VMware

+ Patching (Windows, third-party, custom apps)

+ Networking

Preferred Experience:

+ MSP (Managed Service Provider) background

+ Cloud and virtualization technologies

+ Automation and scripting (limited but collaborative)

Additional Responsibilities

+ Provide service desk support and participate in on-call rotation.

+ Manage complex escalations (e.g., domain controller rebuilds, VMware restoration).

+ Test and remediate tools within the KCI stack.

+ Assist with client requests during high-load periods.

+ Contribute to automation updates and proactive support strategies.

+ Define and document automation goals and thresholds.

+ Collaborate with the Special Projects Engineer and Director of Tech Ops to enhance system stability and reduce ticket volume.

+ Recommend and implement effective solutions for patching, auto-fix functionality, and scripting.

Pay and Benefits
The pay range for this position is $100000.00 - $150000.00/yr.
https://www.kciteam.com/ benefits are very good.

45 days and can be vested in the org.
Workplace Type
This is a fully onsite position in Elm Grove,WI.
Application Deadline
This position is anticipated to close on Nov 3, 2025.
h4>About TEKsystems:
We're partners in transformation.

We help clients activate ideas and solutions to take advantage of a new world of opportunity.

We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership.

TEKsystems is an Allegis Group company.



The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We’re a leading provider of business and technology services.

We accelerate business transformation for our customers.

Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions.

We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed.

We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology.

We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities.

TEKsystems and TEKsystems Global Services are Allegis Group companies.

Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Required Skill Profession

Other General