Desktop Support Engineer — Windows & Microsoft 365

MetTel; Guaynabo (PR); On-site; USD 45,000 - 55,000; Full time

Job summary

MetTel is seeking a skilled Desktop Support Engineer to deliver enterprise-level end-user support across a Microsoft-centric environment, including Windows 11, Microsoft 365, Entra ID, and Intune. This role resolves complex hardware, software, and connectivity issues to ensure secure endpoint performance for enterprise users.

The candidate will provide Level 1/2 support, troubleshoot Windows endpoints, manage Active Directory/Entra ID, deploy via Intune, and support ITSM processes.

Qualifications

• 2+ years of desktop support, service desk, or endpoint engineering.
• Strong Windows 10/11 troubleshooting and administration experience.
• Hands-on experience with Microsoft 365.
• Working knowledge of Active Directory and Microsoft Entra ID.
• Experience with Microsoft Intune or another enterprise endpoint-management platform.
• Solid understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience working with an enterprise ITSM/ticketing system.
• Strong communication and customer-service orientation.
• Bachelor's degree in IT/CS/IS or related field preferred.
• Ability to prioritize multiple incidents in a fast-paced enterprise environment.
• Equivalent professional experience and industry certifications may be considered.

Responsibilities

• Provide Level 1/Level 2 technical support to end users through phone, email, chat, remote support, and in-person assistance.
• Diagnose and resolve Windows workstation, laptop, peripheral, software, printing, and connectivity issues.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Administer and troubleshoot user accounts, permissions, authentication, and access using Active Directory and Microsoft Entra ID.
• Manage and support Windows endpoints through Microsoft Intune and related endpoint-management technologies.
• Deploy, configure, patch, and maintain desktops, laptops, applications, and peripherals.
• Troubleshoot VPN, Wi-Fi, DNS, DHCP, TCP/IP, and other basic network connectivity issues.
• Support employee onboarding, offboarding, workstation deployments, hardware refreshes, and technology moves.
• Monitor and resolve incidents and service requests through an ITSM platform such as ServiceNow or Jira.
• Maintain accurate documentation of incidents, resolutions, procedures, and IT assets.
• Escalate complex infrastructure, network, security, and application issues to appropriate technical teams.
• Assist with enterprise IT projects, migrations, upgrades, and technology deployments.
• Follow IT security, endpoint configuration, change-management, and compliance standards.
• Provide excellent customer service while communicating technical issues clearly to technical and non-technical users.

Skills

Windows troubleshooting

Microsoft 365

Active Directory

Entra ID

Intune

Customer service

Communication

Education

Bachelor's degree in IT/CS/IS

Tools

ServiceNow

Jira

Intune

Job description

MetTel is seeking a skilled Desktop Support Engineer to deliver enterprise-level end-user support across a Microsoft-centric environment, including Windows 11, Microsoft 365, Entra ID, and Intune. This role resolves complex hardware, software, and connectivity issues to ensure secure endpoint performance for enterprise users.

The candidate will provide Level 1/2 support, troubleshoot Windows endpoints, manage Active Directory/Entra ID, deploy via Intune, and support ITSM processes.