Senior IT Support Engineer
RDV Corporation
IT, Customer Service
Grand Rapids, MI, USA
Posted on May 20, 2026
What You'll Do
Technical Support & System Administration
- Lead resolution of complex, cross-system technical issues (e.g., endpoint, network, A/V, and service integrations)
- Oversee and optimize system performance, reliability, and scalability across environments
- Provide escalation support for high-impact or sensitive technical issues
- Design and implement solutions to reduce recurring issues and improve system stability
- Guide system configuration standards and best practices
Customer Service & Stakeholder Advisory
- Act as a trusted advisor on technology decisions and service options.
- Translate technical concepts into clear, actionable recommendations.
- Anticipate needs and proactively suggest improvements.
- Handle sensitive and high-impact situations with sound judgment and discretion.
- Build strong, trust-based relationships with stakeholders and partners.
Technology Account & Service Optimization
- Lead optimization of technology service accounts (internet, cellular, SaaS, domains, etc.)
- Analyze usage, performance, and cost data to identify and drive improvements
- Conduct billing audits and ensure financial accuracy across services
- Recommend and implement service optimizations and cost-saving initiatives
- Support service planning, upgrades, and lifecycle improvements.
Vendor Management & Optimization
- Own day-to-day vendor relationships and performance management
- Lead vendor optimization efforts, including contract evaluation and negotiation support
- Evaluate vendors and recommend solutions within approved frameworks
- Ensure service quality, accountability, and adherence to expectations
- Manage escalations and complex vendor-related issues
Process Improvement & Documentation
- Identify systemic issues and implement long-term solutions.
- Lead projects and operational initiatives end-to-end.
- Drive improvements in documentation, workflows, and service delivery.
- Create, standardize, and continuously improve documentation, processes, and workflows
- Establish best practices for system management, account operations, and service delivery
- Ensure knowledge is effectively shared across the team
Leadership & Mentorship
- Mentor and support development of junior and mid-level team members
- Provide guidance on troubleshooting, decision-making, and best practices
- Lead projects and cross-functional initiatives
- Promote a culture of continuous improvement and service excellence
What You'll Bring
- Bachelor’s degree in Information Technology, Business, or related field preferred
- At least 5–7 years of experience in IT operations, systems administration, technical support or related roles.
- Relevant certifications are a plus
- Advanced troubleshooting across endpoints, SaaS platforms, networks, and A/V systems
- Strong understanding of integrated IT environments and service ecosystems
- Experience with Microsoft 365, Google Workspace, and enterprise SaaS tools
- Deep knowledge of IT services (internet, cellular, streaming, domains, etc.)
- Strong experience with vendor management, contract evaluation, and service optimization
- Strategic thinking with focus on optimization and continuous improvement
- Strong analytical and problem-solving skills
- Ability to influence decisions and drive outcomes across stakeholders
- Excellent communication and stakeholder management skills
- Ability to manage complex priorities and operate independently
- High level of professionalism, discretion, and judgment
- Ability to work flexible hours, including evenings or weekends as needed
- Participation in on-call or escalation support rotation
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