There’s never been a better time to join Stratus! As the market leader in brand implementation and maintenance, we transform how national brands connect with their customers. From exterior signage & interior branding to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs.

From our locations across the country, to our corporate headquarters in Mentor, Ohio, every employee is a stakeholder in Stratus’ success. This environment offers endless career opportunities for individuals with a commitment to customer service, focus on execution and bias for action.

Summary

The IT Support Engineer serves as the primary point of escalation for the IT Support Desk and plays a critical role in resolving complex technical issues across the organization. This position provides advanced, tiered technical support to both in-office and remote users and brings strong technical expertise, sound judgment, and a problem-solving mindset to daily operations.

With a strong focus on customer service and security, the IT Support Engineer partners closely with IT Operations, Infrastructure Engineering, and business stakeholders to ensure reliable, secure, and scalable IT services. This role also supports the transition of systems and solutions from Infrastructure Engineering into IT Operations and contributes to continuous improvement across support processes.

• Provide escalated technical support for complex issues impacting end users, applications, and infrastructure services.
• Support daily IT support desk operations by using Fresh Service or Assyst and cloud-based services, including but not limited to Citrix, ControlUp, Cove, Microsoft Azure/O365, AVD and Autopilot, Mimecast, and Crowdstrike
• Act as a technical escalation point for the IT Support Desk, assisting with issue resolution and knowledge transfer.
• Identify opportunities to improve IT Support Desk processes and collaborate with IT Infrastructure Engineers to propose and implement solutions.
• Assist in the design, execution, and maintenance of user provisioning and de-provisioning workflows, including account creation, group membership, and service access.
• Serve as the IT Operations technical lead on assigned projects, supporting planning, execution, and post-implementation transition.
• Manage and prioritize incoming requests, scheduling resolution activities and escalating issues to Infrastructure Engineering as appropriate.
• Develop an understanding of Stratus business operations and how IT systems and services support organizational goals.
• Create and maintain knowledge base documentation to support consistent and efficient issue resolution.
• Document changes, configurations, and technical work in change control and tracking systems.
• Collaborate with cross-functional partners to facilitate technical discussions and deliver effective solutions.
• Perform other duties as assigned by IT leadership.

• High school diploma or equivalent required.
• 5+ years of progressive experience in IT support, operations, or related technical roles.
• Broad, full-stack IT knowledge, including operating system troubleshooting, core networking fundamentals, IT governance, and Microsoft cloud technologies.
• Strong analytical, organizational, and problem-solving skills with the ability to think creatively and drive continuous improvement.
• Proven ability to manage multiple priorities, adapt to changing workloads, and remain effective in both high-volume and low-volume support environments.
• Strong interpersonal, verbal, and written communication skills with a customer-focused, professional approach.
• Demonstrated ability to build strong relationships with internal clients and maintain trust and confidence.
• Experience working independently while collaborating effectively across technical teams.
• Relevant technical certifications (e.g., A+, MCP) preferred.

Why Work With Us

• Supportive & Friendly Culture
• Manage national accounts for Fortune 500 companies
• Medical, Dental, Vision coverage options
• Flexible Spending & Health Savings Accounts
• Company paid Life Insurance
• 401k with Employer Contribution
• Company paid Short/Long Term Disability
• Generous Paid Time Off program + Holidays
• Career Growth Opportunities and Career Mapping
• Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors

EEO/MFDV