Dedicated Support Engineer

Diverge IT; Washington (District of Columbia); Presencial; USD 44.000 - 55.000; Jornada completa

Descripción de la vacante

DivergeIT is seeking a Dedicated Support Engineer to act as a trusted technical anchor for a key client environment. You’ll be the senior escalation point and hands‑on troubleshooter across both on‑site and remote settings, diagnosing and resolving IT issues that deliver measurable value.

This client-facing role requires clear communication and the ability to translate complex issues for end users and stakeholders, while mentoring junior technicians and collaborating with cross-functional teams.

Formación

• 5+ years of IT technical support across Windows and Mac.
• Strong working knowledge of Windows 10/11, Office apps, the Microsoft 365 Admin portal, Azure Entra, and Intune.
• Proficiency with macOS up to Sonoma (v15).
• Solid foundation troubleshooting network connectivity, email, printers, and user account permissions.
• Excellent communication skills for both frontline users and technical teams.
• Experience in a Managed Service Provider (MSP) environment preferred.
• Bachelor's degree preferred; an equivalent combination of education and experience will be considered.

Responsabilidades

• Serve as the primary escalation point for Tier 1/2 issues.
• Provide on-site and remote support across Windows and Apple environments.
• Troubleshoot and resolve complex issues involving Windows, Office, MS 365 Admin, Azure Entra, Intune, and macOS.
• Administer user accounts and permissions in Active Directory and Microsoft 365.
• Support network connectivity, email, printers, and a wide range of productivity apps.
• Partner with the client to understand their technical environment and pre-empt issues.
• Document resolutions and maintain knowledge base articles.
• Ramp on new productivity and Line of Business apps.
• Mentor junior technicians and foster team learning.

Conocimientos

IT support

Windows/macOS

Microsoft 365 Admin

Azure/Intune

MSP experience

Communication skills

Educación

Bachelor's degree preferred

Herramientas

Active Directory

Microsoft 365

Azure Entra

Intune

Office Apps

macOS management

Descripción del empleo

Dedicated Support Engineer

Location: Bellevue, WA (on-site)

Department: Managed Services

Employment Type: Full-Time · Non-Exempt (Hourly)

Pay Range: $32.00 – $40.00 per hour

About DivergeIT

DivergeIT is a Managed Service Provider (MSP) that helps organizations run secure, reliable, and forward-looking technology environments. We pair deep technical expertise with genuine client partnership — and we hire people who take pride in solving hard problems and making technology work seamlessly for the people who depend on it.

About the Role

As a Dedicated Support Engineer, you’ll be the trusted technical anchor for a key client environment — the go-to problem solver who bridges complex technical challenges and everyday end-user productivity. You’ll serve as a senior escalation point and hands‑on troubleshooter across both on‑site and remote settings, diagnosing and resolving a wide range of IT issues that deliver measurable, day‑to‑day value. This is a client‑facing role, so professionalism and clear communication matter as much as technical skill. You’ll translate complex issues into plain, actionable guidance for end users and stakeholders, spot recurring problems and inefficiencies before they escal​ate, and continuously look for opportunities to improve the environment you support. You’ll exercise real discretion and independent judgment, making timely, well‑reasoned decisions and bringing the right people into the process along the way.

What You’ll Do

• Serve as the primary escalation point for Tier 1 / Tier 2 issues that frontline technicians can't resolve.
• Provide on-site and remote support across Windows and Apple environments.
• Troubleshoot and resolve complex issues involving Microsoft Windows 10/11, Office applications, Microsoft 365 (Admin portal), Azure (Entra), Intune (Endpoint Manager), and macOS.
• Administer user accounts and permissions in Active Directory and Microsoft 365.
• Support network connectivity, email, printers, and a wide range of productivity and Line of Business applications.
• Partner with the client to understand their technical environment and proactively identify potential issues.
• Document resolutions and maintain knowledge base articles for recurring issues.
• Quickly ramp on new productivity and Line of Business applications that keep the client's business running.
• Mentor junior technicians and help foster a culture of continuous learning across the team.

What You Bring

• 5+ years of IT technical support experience across Windows and Mac environments.
• Strong working knowledge of Microsoft Windows 10/11, Office applications, the Microsoft 365 Admin portal, Azure (Entra), and Intune (Endpoint Manager).
• Proficiency with macOS up to Sonoma (v15).
• A solid foundation troubleshooting network connectivity, email, printers, and user account permissions.
• Excellent communication skills, with the ability to explain technical concepts clearly to both frontline users and technical teams.
• Experience in a Managed Service Provider (MSP) environment preferred.
• Bachelor's degree preferred; an equivalent combination of education and experience will be considered.
• A valid driver's license in good standing and valid insurance (per state law) for use of a personal vehicle.

Preferred Certifications

• Microsoft 365 Certified: Modern Desktop Administrator Associate (MDAA)
• Apple Certified Support Professional (ACSP)
• Apple Certified Associate – Mac Integration Basics

Our Core Values

• Rockstar — Deliver excellent work and hold the team to a high bar.
• Yogi — Stay current on technology, pursue continuous improvement, and help others learn.
• Guardian — Protect client interests, safeguard data in every engagement, and look out for teammates.
• Pit Crew — Drive fast, precise, collaborative problem-solving across the team and with cross‑functional partners.

Compensation

The pay range for this position is $32.00 – $40.00 per hour. Actual compensation within the range is determined by factors including experience, qualifications, certifications, and skill set.

Equal Opportunity

DivergeIT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.