End User Support Engineer
About the job
- An Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- Two to three or more years of experience providing end-user or desktop support, preferably within a managed service provider environment.
- Strong troubleshooting skills for Windows and macOS, Microsoft 365, and endpoint management tools.
- Strong customer service skills and excellent written and verbal communication skills.
- Ability to manage multiple priorities effectively.
- Experience with IT service management tools, remote management, and automation platforms.
- Knowledge of Microsoft Intune (Endpoint Manager), Azure Active Directory, Conditional Access, Autopilot, and BitLocker configuration and troubleshooting.
- Proficiency in Windows 10/11 modern management, including hybrid-join and co-management scenarios.
- Experience with device compliance policies, configuration profiles, and reporting in Intune.
- Solid understanding of security, patching, and compliance best practices.
- Act as an escalation point for complex or persistent end-user issues across multiple environments.
- Provide expert-level support for desktops, laptops, mobile devices, applications, and collaboration platforms.
- Troubleshoot advanced issues involving identity, access, and security within Microsoft 365 and related ecosystems.
- Maintain detailed and accurate ticket documentation and ensure timely communication with end users.
- Lead or assist in the deployment of new end-user technologies and projects.
- Manage and support modern endpoint deployments using Microsoft Intune across Windows, iOS, macOS, and Android.
- Foster collaboration within the support team to ensure consistency and continuous improvement.
- Partner with higher-level engineers and other departments on cross-functional initiatives.
- Participate in end-user change control processes for system updates, patching, and rollouts.
- Evaluate and implement modern management policies in accordance with Microsoft Endpoint Manager and Azure Active Directory frameworks.
- Identify and recommend improvements in documentation, tools, and workflows.
- Contribute to automating endpoint configuration, patching, and compliance reporting using PowerShell and Intune scripting capabilities.
- Maintain documentation of device provisioning workflows, including Autopilot enrollment and policy assignment.
- Contribute to refining support procedures and best practices.
- Pursue ongoing technical and professional development and participate in internal training sessions for end-user technologies and support tools.
- Work with leadership to identify personal growth areas and future opportunities.
- CompTIA A+, Network+, or Security+ certification.
- Microsoft 365 Certified: Modern Desktop Administrator certification or equivalent.
- ITIL Foundation certification.
About the company
Aqueduct Technologies is an IT solutions provider that delivers Consulting Services, Value-Added Reseller (VAR) solutions, and Managed Services across four core areas: Enterprise Networking, Cybersecurity, Data & AI, and Carrier & Connectivity Solutions. It helps organizations gain a competitive edge and transform their business by designing flexible technology solutions that span all cloud consumption models. The company combines deep technical expertise with a customer-first approach and backs its work with a 100% services guarantee. It differentiates itself through its minority-owned status, local New England focus, award-winning team, and commitment to a life-long customer relationship, community involvement, and a positive workplace culture. The goal is to create customers for life by delivering reliable, tailored technology solutions that align with each client’s business goals.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
Waltham, Massachusetts
Founded
2010
Get referred to Aqueduct Technologies
See people who can refer or advise you
Simplify's Take
What believers are saying
- CRN named Aqueduct to its 2026 Solution Provider 500 Fast Growth list.
- Boston Business Journal named Aqueduct a 2026 Best Places to Work company.
- The October 15, 2026 AQ Cybersecurity Summit reinforces demand generation and thought leadership.
What critics are saying
- Cisco FMC vulnerabilities in March 2026 expose Aqueduct's security credibility if clients suffer incidents.
- Fast-growth MSPs face margin compression; hyperscale partners can disintermediate Aqueduct's services in 2026.
- A single SOC 2 or customer breach would damage trust and stall 2026 expansion.
What makes Aqueduct Technologies unique
- Aqueduct is privately held, minority-owned, and MSP 500 Security 100 ranked in 2026.
- GRACE 2.0 crosswalks 30+ frameworks, centralizing controls, risk, workflows, and reporting.
- Vendor-agnostic partnerships and seven technology domains support secure, resilient environment delivery.
Help us improve and share your feedback! Did you find this helpful?
Benefits
- Hybrid Work Options
- Performance Bonus