Desktop Support Engineer

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.