Senior Support Engineer

The Senior Support Engineer provides Tier 2/3 end user support and advanced technical troubleshooting across ARCHER’s end user computing environment, Microsoft 365 services, and identity/access platforms. This role serves as an escalation point for complex issues, partners with the Service Desk to improve quality and speed of resolution and helps ensure users have appropriate access through effective licensing, RBAC, and policy enforcement.

The Senior Support Engineer also contributes to incident management (major incidents, troubleshooting, communications support, and post-incident follow-up), drives knowledge base quality and accuracy, and supports endpoint lifecycle operations through Intune/Autopilot and related tooling. This position includes on-call participation to support business-critical services.

Houston, TX

• Provide Tier 2/3 end user support for Windows workstations, common peripherals, and collaboration tools, resolving complex issues that require advanced troubleshooting.
• Serve as an escalation point for the Service Desk; perform deep triage, reproduce issues, isolate root causes, and coordinate with Infrastructure/Security and vendors as needed.
• Troubleshoot and support Microsoft 365 user services, including Exchange/Outlook, Teams, SharePoint/One Drive, shared mailboxes, distribution lists, and related configuration tasks.
• Support conference rooms and end-user meeting experiences (Teams Rooms/AV where applicable), including incident response for business-critical meetings and recurring room/peripheral issues.
• Support printing services and devices (workstation printing, network printers, drivers, queues, permissions), working with site contacts and vendors when required.

• Administer user access and identity in Entra  Active Directory, including group membership, access assignments, and RBAC-aligned access provisioning.
• Ensure users have the correct licenses and access for required tools and services; partner with IT leadership on least privilege practices and access standards.
• Support endpoint management through Intune, including device enrollment, configuration/policy troubleshooting, software deployment support, and compliance remediation.
• Support device provisioning and lifecycle operations using Autopilot and standard build processes (new device setup, rebuild/reimage where applicable, replacement and decommission support).

• Support end-user device and peripheral lifecycle activities (assignments, swaps, replacements, and decommission support), ensuring accurate tracking and smooth user transitions.
• Administer and support remote access tooling for secure support sessions, access workflows, and troubleshooting.
• Coordinate with vendors and facilities partners for printers, conference room/AV components, and other end-user services; track issues through resolution and document fixes/recurrence patterns.

• Own and continuously improve the end-user support knowledge base (knowledge articles, troubleshooting guides, known error documentation), ensuring accuracy and usability for Tier 1/2 and self-service.
• Develop and maintain runbooks, checklists, and standard operating procedures for recurring support tasks (M365 mailbox/shared mailbox/DL requests, access provisioning, device provisioning, conference room standards).
• Identify recurring issues and propose solutions to reduce repeat incidents (standardization, automation, policy adjustments, documentation improvements, or vendor remediation).
• Contribute to support metrics and reporting (ticket trends, repeat drivers, backlog health), and recommend improvements to workflows and user experience.

• Participate in incident management for end-user impacting events: advanced troubleshooting, user/business communications support, and coordination with Infrastructure/Security to restore service.
• Contribute to incident documentation (timelines, contributing factors, corrective actions) and support post-incident follow-up and verification of fixes.
• Participate in CAB and operational reviews as a subject matter contributor; validate end-user impact, readiness, and support requirements for planned changes (does not own/facilitate the meetings).