Senior Help Desk Engineer

What you'll do:

• Serve as the primary escalation point for level 2 and level 3 support tickets.

• Troubleshoot Windows operating systems, Microsoft Office, and Microsoft 365.

• Diagnose and resolve Outlook and Exchange issues.

• Provide technical support for printers, peripherals, and end-user devices.

• Install, configure, and maintain hardware.

• Manage Active Directory user administration.

• Configure and maintain Group Policy as assigned.

• Support endpoint management solutions.

• Troubleshoot VPN connectivity issues.

• Assist with software deployment and installation.

• Maintain accurate IT asset inventory.

• Document technical procedures and troubleshooting guides.

• Escalate complex infrastructure issues when necessary.

• Participate in on-call support rotations.

In order to succeed in this role, you'll need to have:

• 4+ years of IT Support / Help Desk experience, including 1+ year in a Senior or escalation-level role.
• Strong experience with Windows 11 troubleshooting and end-user support.
• Hands-on experience administering and troubleshooting Microsoft 365, including Exchange Online, Microsoft Teams, SharePoint, OneDrive, and Intune.
• Good knowledge of Microsoft Entra ID and Active Directory, including user and device administration.
• Advanced Windows Server administration and GPO knowledge.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, and VPN troubleshooting.
• Experience with IT ticketing systems, SLA management, and remote support tools.
• Experience with endpoint management, software deployment, patching, and device provisioning.
• Strong experience troubleshooting hardware, software, printers, and endpoint issues.
• Ability to handle Tier 2/3 escalations, prioritize multiple issues, and mentor junior team members.
• Strong root-cause analysis, problem-solving, documentation, and communication skills.
• Ability to work independently in a client-facing, SLA-driven environment.