Description
Position Overview
We are seeking an experienced IT Support Engineer to manage end-user technology, endpoint systems, and IT support operations within a professional services environment. This position requires a hands-on technical professional who can independently troubleshoot issues, manage device deployments, oversee user access, and ensure reliable day-to-day IT operations.
The ideal candidate has a strong technical background, excellent problem-solving skills, and the ability to take ownership of IT processes from start to finish. This role goes beyond traditional helpdesk support, requiring sound judgment, proactive troubleshooting, and the ability to support senior stakeholders with minimal supervision.
Key Responsibilities
- Manage endpoint health, ensuring devices are properly enrolled, configured, patched, compliant, and functioning as expected.
- Administer and support Windows 10/11 environments using Microsoft Intune, ManageEngine Endpoint Central, or similar endpoint management tools.
- Oversee employee onboarding and offboarding, including account provisioning, access management, device setup, and verification of completed requests.
- Administer identity and access management systems, including Okta or comparable SSO/MFA platforms.
- Configure, deploy, and maintain desktops, laptops, and other end-user technology.
- Provide Level 1 and Level 2 technical support, troubleshooting hardware, software, network connectivity, VPN, and remote-access issues.
- Support and administer business applications, including Microsoft 365, Box, Zoom, Slack, and Adobe.
- Investigate technical issues, identify root causes, and develop appropriate solutions before escalating complex problems.
- Verify that technical issues are fully resolved and user requirements are met before closing support requests.
- Maintain accurate documentation, technical procedures, runbooks, and knowledge base resources.
- Track and manage support requests using Jira, Confluence, or similar ticketing and documentation platforms.
- Collaborate with senior IT leadership to improve processes, strengthen system reliability, and enhance the end-user experience.
Qualifications
- 3–6 years of experience in IT support, desktop engineering, endpoint management, or a related technical support role.
- Strong experience with Windows 10/11 administration, device imaging, deployment, and troubleshooting.
- Hands-on experience with Microsoft Intune, ManageEngine Endpoint Central, or equivalent endpoint management platforms.
- Knowledge of identity and access management, including Okta, SSO, MFA, and user provisioning.
- Experience supporting Microsoft 365 and other enterprise SaaS applications.
- Understanding of networking fundamentals, VPN connectivity, and remote-access troubleshooting.
- Familiarity with Jira, Confluence, or comparable IT service management and documentation tools.
- Experience independently managing IT support operations or serving as a primary on-site technical resource preferred.
- Previous experience in financial services, professional services, or regulated environments preferred.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to support employees and senior leadership.
- Demonstrated ability to take ownership of technical issues, verify resolutions, and manage competing priorities independently.
- Strong organizational skills, attention to detail, and commitment to delivering reliable IT support.