Digital Experience Engineer — End-to-End IT Support

Atrium; New York (NY); Presencial; USD 55.000 - 62.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Atrium Care Package

Descripción de la vacante

Atrium is seeking a hands-on Digital Experience Engineer to serve as the technical bridge between Endpoint Engineering and the Service Desk. You will own the complete troubleshooting path from end-user experience to Microsoft services, supporting 800–3,000 users onsite and remotely.

The role emphasizes deep root-cause analysis, long-term solutions, and mentoring a nine-person support team. Expect to work with NextThink, ControlUp, and Microsoft 365, Azure, Entra in a fully onsite environment.

Formación

• 7+ years IT support experience.
• Strong Windows and Mac troubleshooting experience.
• Deep root-cause analysis ability.
• Experience troubleshooting endpoint through backend services.
• Strong endpoint management experience.

Responsabilidades

• Provide Tier 3 - 4 technical support across Windows and Mac environments.
• Troubleshoot issues from the end-user device through the Microsoft backend.
• Perform detailed root-cause analysis rather than surface-level fixes.
• Diagnose hardware configuration, OS performance, application, and connectivity issues.
• Troubleshoot Microsoft 365, Azure, Entra, and related service-side issues.
• Use NextThink and ControlUp to monitor, investigate, and resolve Digital Employee Experience issues.
• Analyze ticket history and recurring incident patterns to identify systemic problems.
• Investigate recurring issues such as Microsoft Teams call-quality failures.
• Develop and implement long-term solutions to recurring technical problems.
• Partner with Endpoint Engineering and Service Desk teams.
• Help improve overall endpoint and fleet health.
• Support approximately 50 - 60 tickets per week in a fast-paced environment.
• Share knowledge to increase team capabilities.

Conocimientos

IT support

Windows troubleshooting

Mac troubleshooting

Root-cause analysis

Endpoint engineering

NextThink

ControlUp

Microsoft 365

Azure

Entra

Hardware & software support

Networking basics

Educación

Degree in IT/CS preferred

Herramientas

NextThink

ControlUp

Digital Employee Experience tools

Descripción del empleo

Atrium is seeking a hands-on Digital Experience Engineer to serve as the technical bridge between Endpoint Engineering and the Service Desk. You will own the complete troubleshooting path from end-user experience to Microsoft services, supporting 800–3,000 users onsite and remotely.

The role emphasizes deep root-cause analysis, long-term solutions, and mentoring a nine-person support team. Expect to work with NextThink, ControlUp, and Microsoft 365, Azure, Entra in a fully onsite environment.