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Kelser Logo Kelser · IT - Administration

Senior Help Desk Escalation Engineer

United States, Glastonbury · Job Posted April 22, 2026
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Job Description

The Senior Help Desk Engineer serves as the key resource for designing, implementing, and providing advanced support for client infrastructure within a managed services setting, as well as offering pre-sales support. They handle high-level support for server infrastructure, intricate network environments, cloud and hybrid cloud architectures, virtualization, and related technologies. This role requires extensive expertise in Intune & JAMF, and Windows infrastructure, ensuring the effective delivery of these services to clients. Strong communication and customer service skills are essential for this client-facing position.

Job Responsibility

  • Support Kelser customers with project delivery, server monitoring and administration and pre- sales engineering support
  • Service delivery via excellent communication and customer service
  • Server and cloud infrastructure architecture and design
  • Attend and comprehend training
  • Ability to achieve higher level certifications
  • Stay current with emerging technologies and products
  • Availability for off-hours or on-call assignments
  • Other duties as determined by Kelser management

Requirements

  • Previous experience in an MSP or consulting role preferred
  • Advanced in-depth, hands-on experience with: Windows Server support, implementation, administration, and migrations
  • AD administration and forest upgrades
  • Configuration and management of large and complex environments using Group Policy
  • PowerShell - systems administration and basic scripting
  • Office 365 migrations, including tenant split/merge migrations
  • Microsoft Entra hybrid identity management
  • AWS, Azure, Hosted IaaS, PaaS offerings
  • Workstation build automation
  • Complex virtual environment support, implementation and administration
  • Remote Desktop Services
  • Autopilot device deployment, Intune MDM & JAMF Mac support
  • Knowledge of network security concepts and tools
  • Ability to triage and handle multiple, simultaneous workstreams
  • Advanced storage and hyperconvergence experience a plus
  • Demonstrated troubleshooting, problem solving, and analytical skills
  • Project documentation (diagramming, written, etc.)
  • Bachelor's Degree or equivalent in Computer Science, Engineering, or equivalent combination of education and experience.

Nice to have

Advanced storage and hyperconvergence experience a plus

What we offer

  • Medical/Dental/Eye Care Insurance
  • Flexible Paid Time Off
  • Hybrid Schedule (3 days in office, 2 days remote)
  • 401(k)
  • Profit-Sharing
  • Short Term/Long Term Disability Insurance
  • Free Parking
  • Life Insurance
  • Paid Holidays
  • Employee Purchase Program
  • Free Coffee
  • Personal and Professional Development
  • Collaborative Workspace/Remote Capabilities
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