Senior Engineer – Help Desk

Some problems can't be solved from a script, the ticket that's really three issues wearing a trench coat, the recurring glitch nobody has connected to its cause. Those need an engineer who thinks, not just one who follows steps.

In short, you will

Solve the complex, multi-system tickets at their root cause
Work onsite with our client in Evansville every working day
Spot risks and aging infrastructure before they become incidents
Mentor Tier 1 and Tier 2 technicians and turn fixes into playbooks

01About the role

The Senior Engineer supports the help desk on its higher-level tickets: the complex, multi-layered issues that demand critical thinking, pattern recognition, and genuine curiosity about why something broke. This isn't about being the last stop, it's about being the sharpest set of eyes: connecting related symptoms across systems, diagnosing the underlying cause, and resolving problems at the core so the end user's experience is fixed, not patched.

02What you'll own

The work you lead day to day

Complex problem solving & root causeMulti-system diagnosis, fixed at the cause

Support the help desk on complex, multi-system issues across M365, Windows, networking, identity, and endpoints, pulling related symptoms into one clear diagnosis.
Resolve at the core, not the symptom: ask why it broke, identify the underlying cause, document it, and drive the changes that keep it from coming back.
Keep the person behind the ticket at the center, confirm the problem is truly resolved from their side and communicate in plain language.

Technical depth & raising the barDeep Microsoft and network work, shared with the team

Administer and troubleshoot Microsoft 365, Entra ID / Active Directory, Intune, Windows Server, and Azure workloads including virtual desktop.
Diagnose and resolve network-layer issues across LAN and WAN, VLANs, routing and switching, firewalls (SonicWall, Meraki, UniFi), VPNs, Wi-Fi, and SD-WAN.
Spot risks, misconfigurations, and aging infrastructure before they become incidents, and feed findings to Account Management and leadership.
Mentor Tier 1 and Tier 2 technicians, turn resolutions into playbooks, and recommend process and automation improvements.

03What you bring

Experience that helps you succeed here

Required

Significant hands-on MSP or managed-services experience supporting complex, multi-system issues.
Strong critical thinking and diagnostic instincts, and deep fluency across the Microsoft stack (M365, Windows, Entra ID / Active Directory, endpoint management).
Willingness to be onsite with our client in Evansville, Indiana, every working day.
Microsoft 365 Certified: Endpoint Administrator (MD-102), or demonstrated equivalent competency in Microsoft 365 administration and modern endpoint management.
Strong hands-on networking troubleshooting across TCP/IP, DNS, DHCP, VLANs, routing and switching, firewalls, VPNs, and Wi-Fi, able to diagnose network-layer root causes, not just endpoints.

AZ-104 (Azure Administrator), AZ-140 (Azure Virtual Desktop), SC-300 (Identity & Access), and AZ-305 (Solutions Architect), or equivalent.
CompTIA Network+ and/or Cisco CCNA, and hands-on experience with SonicWall, Meraki, or UniFi firewalls, switches, and access points.
Exposure to SD-WAN (VeloCloud or similar), dynamic routing (OSPF / BGP), and Azure cloud networking is a strong plus as our clients scale and adopt the cloud.
Experience with a PSA platform such as ConnectWise.
A growth path we'll fund, we invest when you invest in certifications that keep you ahead of our clients' needs.

04Who thrives here

The people who do well in this role

You lead with kindness, thoughtfulness toward clients and teammates is your default setting.
You stay calm and methodical when systems are down and phones are ringing.
You get genuine satisfaction from making other people better.
You believe documentation is an act of generosity, and you hold a high standard for the fix, the team, and yourself.

05What we offer

What you get in return

$60,000 – $85,000 per year depending on experience and certifications, reviewed bi-annually.
A competitive benefits package including health benefits and paid time off.
Company-supported certification and continuing education.
A leadership team that invests in coaching, development, and clear career paths.

06How to apply

Ready to apply?

Send your resume and a short note about the hardest technical problem you've solved, and what you did so it never happened again. That story matters to us as much as your certifications.

Apply for this role

Infinite Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.