Improveit Home Remodeling · 21 hours ago
Sr. Support Engineer
Columbus, OH
Full-time
Onsite
Senior Level
5+ years expImproveit Home Remodeling is a company dedicated to revolutionizing home improvement and is seeking a Sr Support Engineer focused on IT Help Desk and end-user support. The role involves maintaining reliable IT infrastructure, providing hands-on support for devices, and acting as the primary escalation point for complex IT issues to ensure minimal downtime for the sales and support teams.
Home ImprovementHome RenovationHome ServicesReal Estate
Responsibilities
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
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
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
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
Qualification
Required
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
Preferred
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
Benefits
Medical and Dental Insurance, Supplemental Insurance Options
401(k) with Company Match
Paid Vacation, Holidays, and Personal Time
Upbeat, Positive, and Collaborative Culture
Beautiful Work Environments You’ll Be Proud to Call Home
Incredible Technology Stack
Advanced Career Growth Opportunities in a Rapidly Expanding Company
The Stability of a 36-Year Brand with the Energy of a Startup
Company
Improveit Home Remodeling
Improving your home shouldn't complicate your life.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Brian Leader
CEO
Company data provided by crunchbase