Cloud Service Desk Engineer

Job Title: Cloud Service Desk Engineer

Location: Washington, DC (Hybrid – Remote with occasional onsite support as needed)

Duration: Upto 5 Years

Position Overview

We are seeking an experienced Cloud Service Desk Engineer to provide advanced engineering support for enterprise cloud and endpoint environments. This role serves as a technical escalation point for complex issues impacting users, devices, and cloud services, with a focus on troubleshooting, root-cause analysis, operational excellence, and continuous service improvement. This is an engineering-focused role supporting escalated issues and enterprise technologies rather than traditional Tier 1 help desk support.

Key Responsibilities

• Provide engineering support for complex and escalated technical issues across enterprise environments.
• Troubleshoot and resolve advanced Windows and macOS endpoint issues.
• Support enterprise cloud services and related user-facing technologies.
• Manage device lifecycle activities including provisioning, enrollment, deployment, replacement, and retirement.
• Monitor system health, logs, and operational alerts using enterprise monitoring and logging tools.
• Perform root-cause analysis and implement long-term corrective actions.
• Develop and maintain technical documentation, runbooks, knowledge articles, and troubleshooting procedures.
• Collaborate with endpoint, infrastructure, security, and cloud teams to resolve cross-functional issues.
• Support enterprise endpoint compliance, configuration management, and operational readiness initiatives.

Required Qualifications

• Bachelor’s degree preferred.
• Minimum 8 years of IT experience.
• Minimum 6 years supporting enterprise-scale environments.
• Experience resolving escalated technical incidents and complex support issues.
• Strong knowledge of enterprise device support and troubleshooting.
• Experience supporting cloud-based services and platforms.
• Device lifecycle management experience.
• Experience with enterprise logging and monitoring tools.
• Strong support experience in Windows and macOS environments.
• Excellent troubleshooting, analytical, and problem-solving skills.

Preferred Qualifications

• Endpoint analytics experience.
• Enterprise troubleshooting and root-cause analysis methodologies.
• Experience creating technical documentation and knowledge management content.
• Experience supporting VDI and remote workforce environments.
• Familiarity with endpoint security and compliance tools.