We are looking for an Enterprise Technical Support Engineer with strong hands-on experience in Microsoft 365 administration, Windows administration, Active Directory, Entra ID (Azure AD), and enterprise end-user support.

The ideal candidate will have experience working in a Managed Services / MSP or multi-tenant environment, supporting multiple customer environments while maintaining strong SLA, troubleshooting, and customer service standards.

Key Responsibilities:

Provide L1/L2 support for Microsoft 365, Windows, Active Directory and Entra ID.
Troubleshoot Outlook, Teams, OneDrive, SharePoint and other Microsoft 365 applications.
Manage and troubleshoot user accounts, authentication, permissions and access issues.
Provide hands-on support for Windows desktops/laptops, hardware, peripherals and business applications.
Troubleshoot basic LAN, Wi-Fi, DNS and DHCP connectivity issues.
Support endpoint management activities using Microsoft Intune; exposure to Autopilot is an advantage.
Manage incidents and service requests in an ITSM environment, ensuring SLA adherence and accurate documentation.
Work across multiple customer/tenant environments, adapting to different technologies, configurations and support processes.
Collaborate with internal technical teams and customer stakeholders for issue resolution and escalation.
Contribute to knowledge articles, SOPs and continuous improvement initiatives.

Required Skills:

3+ years of experience in Enterprise IT Support / EUC / Technical Support / Managed Services.
Bachelor's degree in IT, Computer Science, Engineering, or a related field; equivalent relevant experience may be considered.
Strong hands-on experience in Microsoft 365 Administration.
Good knowledge of Windows Administration.
Hands-on experience with Active Directory and Entra ID (Azure AD).
Strong end-user, hardware and software troubleshooting experience.
Working knowledge of Intune, networking and ITSM/Incident Management.
Excellent communication and customer-handling skills.
Experience supporting US/global users or multi-tenant environments is highly preferred.

Good to Have: ITIL, Microsoft certifications, ServiceNow, Intune/Autopilot experience.

Desktop Support Engineer