Engineer System Management

The End User Services Senior Desktop Support Engineer will be accountable for client support requests as well as maintenance and support of PC hardware, software, network equipment, Windows operating systems, and imaging. The role also involves leading project tasks such as monitoring and maintaining networking equipment, Windows operating system upgrades, PC imaging, software distribution, and cooperating with business users to optimize technology infrastructure.

• Provide 2nd line end‑user support for EOC / WOC / Canada offices and other global systems, maintaining all KPIs aligned with the L2 team.
• Act as an escalation triage point for technical issues unresolved by the L2 team before ticket transfer to other resolver groups.
• Maintain documentation of known issues in a shared knowledge base, ensuring it is kept current by the L2 team.
• Work on small to medium sized IT projects such as rollouts, automation initiatives, and equipment installation in conjunction with other IT teams.
• Administrate internal Office 365, Azure AD environments and other internal applications.
• Provide technical knowledge of Windows 11 from a desktop support perspective.
• Provide technical knowledge of MS Intune and SCCM, including device management and software deployment.

• Strong technical knowledge of Windows 11, MS Intune, SCCM, Office 365, and Azure AD.
• Experience with PC hardware and software support, PC imaging, and software distribution.
• Experience in supporting end‑user environments in a multi‑site organization.
• Experience with network equipment monitoring and maintenance.
• Experience with project coordination and small‑to‑medium IT projects.
• Excellent communication and documentation skills.

Salary Range: $64,000–$75,000 per year.

Mid‑Senior level

Full time

Information Technology

IT Services and IT Consulting