Sr. Support Engineer

Improveit Home Remodeling•Columbus, OH

About The Position

Founded in 1989 by college friends Seth Cammeyer and Brian Leader with a single truck and a vision to revolutionize home improvement, Improveit! Home Remodeling is seeking a Sr Support Engineer with a strong focus on IT Help Desk and end-user support. In our 36th year, having completed over 60,000 jobs, this role is essential to keeping our teams productive — supporting desktops, laptops, tablets, call center workstations, and key applications that power our sales, field, and support staff to deliver exceptional customer experiences without technology getting in the way. The Sr Support Engineer will maintain reliable on-premises and cloud infrastructure, provide hands-on support for servers, networking, cloud services, security basics, and especially end-user devices (desktops, laptops, tablets). This role acts as the primary escalation point for complex IT issues, including desktop/tablet troubleshooting, Five9 softphone/call quality problems, and serves as Tier-3 support during business hours and on-call rotations — ensuring our call center and field sales teams experience minimal downtime. We are looking for a dependable, customer-focused IT professional who excels at solving real-world user problems quickly, enjoys helping people, and is committed to keeping systems stable so the business can run smoothly — especially maintaining 24/7 call center reliability with fast recovery from issues.

Requirements

Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent hands-on experience)
5+ years in IT support roles, with at least 3+ years in senior/escalation-level help desk, desktop support, or infrastructure support
Strong experience supporting end-user devices at scale (Windows, macOS, iOS/Android) using tools like Intune, Jamf, or similar MDM
Proven track record in troubleshooting complex desktop, laptop, tablet, and application issues remotely and under time pressure
Solid working knowledge of networking basics, VoIP/softphones, and call center tools (Five9 experience a strong plus)
Familiarity with Windows Server, Active Directory, VMware, and public cloud (AWS/Azure) at a support/maintenance level
Scripting/automation basics (PowerShell preferred) for routine tasks like patching or deployments
Experience in 24/7 on-call rotations that include both infrastructure alerts and end-user emergencies
Excellent communication and customer service skills — able to stay calm and explain tech issues to sales reps and call center staff

Nice To Haves

Certifications such as CompTIA A+/Network+/Security+, Microsoft Endpoint Administrator, ITIL, or Five9 Associate/Professional
Preferred industry exposure: Home services, construction, field sales with tablets, or high-volume call centers

Responsibilities

End-User Device Support & Management (Primary Focus)
Serve as the go-to escalation for complex issues with desktops, laptops, tablets, and call center workstations (hardware failures, OS problems, application errors, VPN, Five9 softphone, connectivity, etc.)
Manage corporate device imaging, software deployment, Intune/MDM policies, patching, and refresh cycles for Windows PCs, Macs, and iOS/Android tablets used by field sales reps and call center agents
Ensure rapid troubleshooting and recovery for field tablets and call-center setups to maintain high uptime and productivity
Provide remote and on-site support for end-users, including sales reps in the field and agents during live calls
Help Desk & Tier-3 Escalation Support
Handle escalated tickets from the IT support queue (Jira or Zoho Service Management) — diagnosing and resolving server, network, application, and device issues
Act as final escalation points during business hours and participate in 24/7 on-call rotation for urgent incidents (e.g., call center disruptions, field reps unable to access tools, major outages impacting revenue)
Troubleshoot Five9-related issues such as voice quality, softphone connectivity, login problems, and basic SIP/WebRTC issues — coordinating with carriers or Five9 support when needed
Support mission-critical applications (Salesforce, NetSuite, ADP, Five9) from an end-user and basic infrastructure perspective
Infrastructure Maintenance & Reliability
Perform routine maintenance and monitoring of servers (Windows/Linux), virtualization (VMware), Active Directory, DNS/DHCP, storage, and networking (Cisco/Meraki/Palo Alto basics)
Assist with cloud resources (AWS/Azure) for application and Five9 connectivity — focusing on stability rather than architecture
Help enforce basic security practices (endpoint protection, patching, access controls) and contribute to disaster recovery testing
Monitor alerts and respond to incidents, with emphasis on Five9 call quality and real-time performance for the contact center
Collaboration & Documentation
Maintain accurate inventory records for all new equipment (desktops, laptops, tablets, peripherals, etc.) by documenting details in Zoho or Jira asset management upon receipt, deployment, or reassignment
Contribute to and update runbooks, basic diagrams, and knowledge base articles for common issues (e.g., Five9 softphone problems, device setup, application access) based on resolved tickets and team guidance
Log detailed notes on ticket resolutions in the IT support queue (Jira or Zoho Service Management) to help the team track recurring issues and build better documentation over time
Communicate clearly and patiently with non-technical users — including call center agents, supervisors, field sales reps, and managers — to explain issues, provide status updates, and walk through simple resolutions or next steps