Senior IT Support Engineer at PEMCO MUTUAL INSURANCE COMPANY in Seattle, Washington

Job Description:

At PEMCO we’re all about people – our customers, our employees, and the community.  We’re a mutual insurance company owned by our Northwest policyholders.  We provide auto, home, renters, and boat coverage. Recognized by Forbes as one of America’s Best Insurance Companies in both Auto and Home for 2025 based on customer survey feedback. We are consistently recognized for our outstanding customer service, employee expertise, community partnerships, and social impact programs. 

Our social impact programs motivate high achievement by youth in education; build stronger and greener communities; and increase safety at home, on the road, and at play. We’re committed to diversity, equity, inclusion, and belonging, and to fostering an inspiring and inclusive workplace. These efforts create and cultivate an environment that builds fairness and understanding, encourages collaboration and flexibility, and celebrates all the ways in which we’re different and the same – enabling all individuals to achieve their full potential.

Why We Need You:

PEMCO has a dynamic challenging, and rare opportunity for a Senior IT Support Engineer to join our community. As a Senior Support Engineer, you will serve as a technical expert and escalation point for complex IT issues, providing advanced support across our infrastructure, end-user devices, networking, and cloud environments. In this role, you will lead the resolution of critical incidents, perform root cause analyses, and proactively implement solutions to prevent recurring issues. Your responsibilities will include overseeing server and network administration, managing cloud resources, and driving automation efforts to improve operational efficiency

In addition to hands-on technical work, you will play a strategic role in IT projects, guiding team members, and collaborating with cross-functional teams to achieve project goals. As a mentor, you will support junior engineers’ development, sharing your expertise in areas like Active Directory, Group Policy, and scripting (PowerShell, Python). With a strong focus on continuous improvement, you’ll be instrumental in refining IT processes, enhancing system performance, and maintaining high standards of documentation and support

What You’ll Be Doing:

• Serve as the primary escalation point for complex technical issues, guiding junior support engineers through troubleshooting and resolution.


• Oversee and perform advanced administration of Windows, Linux, and virtualized environments, including proactive system tuning, performance optimization, and advanced troubleshooting.


• Provide higher-level support for networking issues, assisting with network design and security configurations, such as firewall rules, VPN setup, and security monitoring.


• Manage and optimize cloud and hybrid services (Azure, Office365, AWS) at a strategic level, including implementing and refining cloud security, cost management, and compliance.


• Develop and implement complex scripts to automate processes, system updates, and deployment tasks, while mentoring others on best scripting practices (PowerShell, Python).


• Create and maintain detailed documentation for advanced procedures, best practices, and training guides. Actively share knowledge with junior engineers to foster skill growth across the team.


• Lead major incident responses, perform root cause analyses, and proactively identify trends in recurring issues to develop preventive measures.


• Act as a technical lead on IT projects, overseeing timelines, coordinating with other teams, and ensuring project goals are met within scope.         


• Mentor junior engineers, conduct training sessions, and help shape professional development paths for team members.


• Authentically support the PEMCO Brand and constantly are on the lookout for top talent to join us to achieve our Mission to Worry Less and Live More.


• Other duties as assigned.

What You'll Bring:                                                                                                      

• B.A. or B.S. degree or equivalent work experience (Computer science, Engineering or equivalent) is required


• 5+ years of experience in IT support or systems administration, with a progressive career path reflecting increased responsibility and technical expertise.


• Advanced expertise in server and systems administration across Windows and Linux environments, with a track record of successful troubleshooting and system optimization.


• Strong networking skills, including proficiency in subnetting, routing, firewall configurations, and VPN setup, with the ability to address complex connectivity issues.


• Cloud Management Experience: Demonstrated experience in managing and optimizing Azure and Office365 environments, with an understanding of AWS


• Advanced Scripting & Automation Skills: Proficient in PowerShell and Python, with a focus on developing automation scripts to streamline IT processes and reduce manual work.


• High-Level Knowledge of Active Directory and Group Policy: In-depth understanding of user and group management, policy configuration, and advanced troubleshooting in multi-domain environments.


• Excellent Problem-Solving Skills: Strong analytical skills to diagnose complex issues, including root cause analysis and preventive planning.


• Project Coordination Skills: Experience in leading technical projects, with skills in managing timelines, coordinating with cross-functional teams, and adhering to project deliverables.


• Mentorship Abilities: Proven experience in coaching and mentoring junior team members, with a collaborative approach to sharing knowledge and upskilling the team


• Professional Licenses & Certifications
  
  
  
  • Microsoft Certified Azure Solutions Architect
  
  
  • Microsoft 365 Certified Enterprise Administrator Expert
  
  
  • Cisco Certified Network Associate (CCNA)
  
  
  • VMWare Certified Professional (VCP) or Microsoft Certified Azure Solutions Architect for Virtualization and Cloud Infrastructure Design
  
  
  • Microsoft PowerShell Automation and/or Python Programming Certification or similar
  
  
  
  


• 
  Advanced Troubleshooting and Root Cause Analysis: Expertise in diagnosing and resolving complex issues across end-user devices, servers, networking, and applications. Proficient in conducting root cause analysis and implementing preventive solutions.


• 
  Expertise in Systems Administration: High-level skills in administering and optimizing Windows and Linux servers, including advanced configurations, system tuning, and performance optimization.


• 
  Advanced Networking Skills: In-depth knowledge of networking protocols and configurations, including routing, subnetting, VPNs, VLANs, firewalls, and network security. Able to handle complex network troubleshooting and setup.


• 
  Deep Knowledge of Active Directory and Group Policy: Mastery in managing multi-domain AD environments, advanced permissions management, and complex Group Policy configurations.


• 
  Cloud Infrastructure Management: Advanced understanding of Office365, Azure, and hybrid cloud environments, with a focus on security, compliance, and resource optimization.


• Scripting and Automation: High proficiency in PowerShell, Python, or other scripting languages to develop advanced automation scripts, streamline IT processes, and improve efficiency across the team.


• 
  Project Management and Coordination: Ability to lead and coordinate technical projects, manage timelines, and work collaboratively with cross-functional teams to achieve project goals.


• 
  Mentorship and Leadership: Strong coaching and mentoring skills to guide junior team members, promote knowledge sharing, and build team capabilities.


• 
  Strategic Problem-Solving: Strong analytical and strategic thinking skills to proactively identify and address recurring issues, with a focus on implementing sustainable solutions.


• 
  Documentation and Process Improvement: Expertise in creating detailed documentation and standard operating procedures, with a continuous improvement mindset for refining processes.


• 
  Stakeholder Communication and Management: Excellent communication skills for effectively engaging with end-users, team members, and leadership. Skilled in translating technical information for non-technical stakeholders and managing escalations smoothly.                                                                                                      

What We Value:

In fostering a culture where everyone thrives, PEMCO embodies a set of core traits that guide our collective efforts. These traits include:

• 
  Make Agile Decisions: Define desired outcomes. Use a consistent, inclusive approach. Drive decisions with a sense of urgency. Pivot decisions quickly as supported by data


• 
  Build Trust: Listen to understand and use direct and open communication. Engage in healthy debate with mutual respect. Find solutions and move forward together


• 
  Own Results: Commit to desired outcomes. Define and achieve success metrics. Anticipate and mitigate risks, and always have a plan B. Take accountability for and learn from outcomes. 


• 
  Empower Execution: Take action to drive desired outcomes. Act with initiative, mastery, and purpose


• 
  Explore Fearlessly: Make swift, iterative progress through testing and learning, create a safe place to fail fast and learn from mistakes, and continuously improve.


• 
  Value People: Appreciate and care about unique experiences and perspectives Respect the dignity of others and have empathy for people Authentically and meaningfully support and recognize people in real time.

These traits form the bedrock of our commitment to caring deeply for each other, our customers, and our community. As you become a part of PEMCO, your contribution will further enrich our success story, where the power of these shared values propels us forward.

Compensation:

The pay range for this role is shown below. Compensation decisions are determined based on an individual’s qualifications, job-related knowledge, skills, and experience.

• Greater Seattle area target pay range: $93,346-$114,090.  The full pay range is $77,788-$129,647


• Outside greater Seattle area target pay range: $82,380-$100,686.  The full pay range is $68,649-$114,416.

Greater Seattle Area is defined as working within approximately 100 miles of Seattle.

Outside Greater Seattle is defined as working approximately 100 miles or more from Seattle.

Benefits:

Regular part-time PEMCO employees working at least 24 hours per week and regular full-time PEMCO employees are eligible to elect coverage under medical, dental, and vision plans for themselves and their eligible family members with generous employer premium cost shares. In addition, as a benefits-eligible employee, you are:

• covered by employer-paid basic life and accidental death & dismemberment insurance policies as well as long- and short-term disability benefit coverages.


• eligible to participate in PEMCO’s 401(k) plan which includes a generous employer match (2 for 1 on the first 6% employee pre-tax and/or Roth deferral, up to federal maximums). 

PEMCO provides the following paid leave programs for benefits-eligible employees in their first year of PEMCO employment:

• Vacation accrues at a rate of 10 days for new hires, and increases based on a schedule to a maximum annual accrual of 25 days based on tenure.


• Granted four (4) personal days immediately upon hire.


• Paid holidays for the eight (8) holidays observed by PEMCO throughout the calendar year.


• Granted up to ten (10) days of sick leave immediately upon hire (pro-rated based on hire date and full-time/part-time status), which is approximately 28 hours more per year than the Washington state-required accrual.


• In addition, PEMCO provides paid time off for bereavement, jury duty, and employee volunteering in the community.

Other miscellaneous benefit programs offered by PEMCO include:

• Flexible Spending Accounts


• Education Assistance Program after one year of service


• Scholarship program for children of PEMCO employees after one year of service


• Employee Assistance Program


• Well-being program


• Discretionary taxable gifts and gift cards


• And other Perks & Benefits including discounts on computer software and hardware, cell phone plans, and rental cars

Other compensation depending on role, contributions, and performance may include:

• Discretionary bonuses


• Tiered sales commissions and/or incentives (from 5-25% of employee’s monthly sales)


• Employee referral bonuses


• Shift differential pay

Equal Employment Opportunity:

At PEMCO, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products and our community to flourish. PEMCO is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or veteran status.

Applicants have rights under Federal Employment Laws:

• 
  Family and Medical Leave Act (FMLA) 


• 
  Equal Employment Opportunity (EEO) 


• Employee Polygraph Protection Act (EPPA)

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