Service Delivery IT Support Engineer

Service Delivery IT Support Engineer

Remote

 Role Purpose
Provide first-line and second-line enterprise service-desk operations and end-user technology support. The team will resolve standard incidents and requests, execute approved runbooks, maintain high-quality ITSM records, support endpoint and Microsoft 365 services, and route VIP/executive or critical incidents through defined escalation paths.
Key Responsibilities
•  Receive, triage, categorize, prioritize, document, resolve, and follow up on incidents and service requests across phone, portal, email, and chat channels.
•  Operate in accordance with defined SLAs, escalation procedures, knowledge articles, and operational runbooks; provide precise written customer and stakeholder updates.
•  Support endpoint-management operations, including device enrollment, configuration compliance, application deployment, patching, and exception remediation.
•  Administer standard Microsoft Entra ID / Active Directory access, group, license, MFA, and sign-in support activities within approved operational boundaries.
•  Support Microsoft 365 Apps, Teams, Teams Telephony basics, Teams Rooms devices, enterprise printing, and standard collaboration tooling.
•  Perform monitoring and alert response, complete standard remediation activities, and escalate according to severity and documented ownership.
•  Support employee lifecycle activities, including onboarding, offboarding, access changes, device readiness, and standard workplace technology requests.
•  Contribute to knowledge-base content, recurring-issue analysis, automation opportunities, and continual service-improvement activities

  Preferred Technical Skills
The following are not absolute gating criteria unless specifically called out during candidate review. They materially strengthen the candidate’s fit and should be highlighted in the recruiter submission.
•  Microsoft Defender, endpoint-security, secure-access, or vulnerability-remediation exposure.
•  ServiceNow, Jira Service Management, or comparable enterprise ITSM administration beyond ticket use.
•  Advanced Teams Telephony, Teams Rooms, enterprise print, or Universal Print experience.
•  Experience supporting Windows 11 enterprise fleets and modern workplace initiatives.
•  ITIL Foundation, MD-102, MS-900, MS-102, SC-300, or equivalent current certifications.
Cross-Functional / T-Shaped Requirements
The primary vertical is service delivery and end-user technology support. The candidate must also troubleshoot routine cross-domain dependencies without immediately escalating every issue.
•  Working knowledge of DNS, DHCP, TCP/IP, VPN, TLS/SSL, Wi-Fi, and basic network-connectivity troubleshooting.
•  Working familiarity with Microsoft Azure concepts relevant to identity, endpoint management, Azure Virtual Desktop, and cloud-hosted user services.
•  Familiarity with Windows and Linux operational basics sufficient to collect evidence and route issues effectively.
•  Working understanding of SSO/SAML, MFA, Conditional Access, and federation concepts.
Experience and Certifications
•  Must have 3-6 years of relevant hands-on enterprise service-desk, workplace technology, endpoint-management, or Microsoft 365 support experience.