Senior End User Support Engineer

Essential Job Responsibilities:

End User Support
• Act as a senior 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 deployment of new end-user technologies and projects.
• Manage and support modern endpoint deployments using Microsoft Intune (Windows, iOS, macOS, and Android).
 
 
Collaboration & Mentorship
• Mentor junior and staff-level engineers through shadowing, knowledge sharing, and skill development.
• Foster collaboration within the support team to ensure consistency and continuous improvement.
• Partner with higher-level engineers and other departments on cross-functional initiatives.
 
Change Control & Process Improvement
• Participate in and lead 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 AD frameworks.
• Identify and recommend improvements in documentation, tools, and workflows.
• Contribute to the automation of 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 the refinement of support procedures and best practices.
 
Training & Growth
• Actively pursue ongoing technical and professional development.
• Participate in or lead internal training sessions for end-user technologies and support tools.
• Work with leadership to identify personal growth areas and future opportunities.
 

Qualifications:

Education & Experience
• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3–5+ years of experience providing end-user or desktop support, with at least 1–2 years in a senior or escalation role, preferably within an MSP environment.
 
Skills
• Expert troubleshooting skills for Windows and macOS, Microsoft 365, and endpoint management tools.
• Strong customer service mindset with excellent written and verbal communication skills.
• Proven ability to mentor others and manage multiple priorities effectively.
• Experience with ITSM tools, remote management, and automation platforms.
• Knowledge of Microsoft Intune (Endpoint Manager), Azure AD, 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.
 
Certifications (Preferred)
• CompTIA A+, Network+, or Security+
• Microsoft 365 Certified: Modern Desktop Administrator or equivalent
• ITIL Foundation certification