Desktop Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver high-level desktop and end-user support

• Assist in supporting server and networking environments, including Active Directory, Entra ID, firewalls, switches, and M365 systems

• Evaluate support requests, uncover root issues, and suggest solutions

• Implement escalation processes in coordination with Tier 1, Tier 2, and Tier 3 teams

• Aid in the triage and resolution of hardware, software, peripheral, infrastructure, and networking challenges

• Address high-priority incidents and urgent escalations

• Daily monitor and triage shared ticket queues

• Reassign tickets according to workload, expertise, and escalation procedures

• Retain ownership of assigned tickets and prioritize those that are aging, high-priority, or urgent

• Update ticket statuses, document troubleshooting actions and technical findings, and close resolved tickets with comprehensive resolution notes

• Communicate ticket status, actions taken, next steps, and resolutions to end users via email or phone

• Set expectations for service timelines and fulfill commitments

• Undertake additional responsibilities as assigned by management

⛳️ Requirements

• Ability to remain composed in high-pressure situations and communicate professionally with non-technical personnel, executives, and vendors

• Excellent troubleshooting, problem-solving, multitasking, efficiency, organizational, time-management, verbal, and written communication skills

• Strong familiarity with Windows client operating systems and standard desktop applications, including Office, Internet Explorer, and antivirus software

• Knowledge of Windows Server operating systems, Active Directory, Exchange, and desktop imaging

• Experience in resolving issues related to M365, MDM, Intune, Citrix, firewalls, VPNs, and sophisticated infrastructure

• Proficient in MS 365 Admin Portal, Azure AD, Entra, and Autopilot

• Background in mobile device support, desktop imaging, and Microsoft Teams

• Microsoft MCP or MCSA certifications are preferred

• 3–5 years of experience in customer service-related roles

• 2–3 years of experience as a sole technical resource is preferred

• 1–2 years of experience in supporting backend IT infrastructure such as Exchange, Citrix, and Active Directory

• Capacity to manage multiple tasks and contribute in a fast-paced, team-oriented environment

• Strong analytical and interpersonal skills

• Enthusiasm for technology, problem-solving, and customer service

🏝️ Benefits

• Health, dental, and vision insurance

• Retirement savings options

• Flexible time off (FTO)

• Professional development opportunities