IT Support Engineer - Windows & Microsoft 365 Expert

RoslinCT

Hopkinton (MA)

Hybrid

USD 70,000 - 110,000

Full time

18 hours ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) program

Educational assistance

Job summary

RoslinCT is seeking an IT Support Engineer to provide hands-on end-user support for Windows devices, M365, Exchange Online, Teams and SharePoint Online, across onsite and remote environments. You will manage tickets, create knowledge articles and contribute to service improvements while working with infrastructure and security teams.

You will handle Entra ID, MFA, Intune provisioning and device compliance, while maintaining inventories and supporting data recovery procedures.

Qualifications

A relevant IT qualification, degree or equivalent practical experience. Microsoft certifications in Microsoft 365, endpoint management, identity, security or information protection, and ITIL certification, are desirable
2+ years of relevant experience in IT support, Microsoft 365 administration or IT operations, with practical examples of resolving user issues and taking ownership of tasks through to completion
Solid practical Microsoft 365 administration and troubleshooting experience, with experience across core services such as Exchange Online, Teams, SharePoint Online and OneDrive. Deeper knowledge in some services and willingness to develop across the others
Practical Entra ID experience with user and group administration, MFA and access troubleshooting. Understanding of access approvals and least privilege, with awareness of Active Directory in hybrid environments
Experience supporting Windows devices managed through Intune, including enrollment, applications, updates and compliance. Ability to investigate common device issues and follow established configuration procedures
Good Windows desktop, application and hardware troubleshooting skills. Working understanding of DNS, DHCP, IP addressing, VPN and wireless connectivity, and the ability to gather evidence for escalation

Responsibilities

Provide onsite and remote support for Windows devices, Microsoft 365, business applications, printers, peripherals and meeting-room technology. Diagnose issues, apply appropriate fixes and confirm resolution with users, involving specialist colleagues when required
Manage assigned tickets against agreed priorities and service levels. Record progress, keep users informed and provide clear evidence and handovers when escalating issues across the USA and UK
Create and update knowledge articles, troubleshooting guides and user instructions. Share useful solutions with colleagues and apply feedback to improve support quality
Identify recurring issues, flag aging tickets and suggest practical service improvements. Take responsibility for completing agreed actions and learning from unfamiliar problems
Carry out day-to-day administration and support across Exchange Online, Teams, SharePoint Online and OneDrive, including mailboxes, groups, approved permissions, sharing and synchronization. Check service health and elevate complex issues with clear diagnostic information
Complete approved joiner, mover and leaver tasks in Entra ID and relevant Active Directory services. Support user and group administration, MFA and sign-in troubleshooting, following identity verification and access approval procedures
Enroll, configure and support endpoints through Intune using established provisioning processes. Deploy approved applications and updates, investigate device compliance issues and assist with encryption, equipment preparation and retirement
Maintain accurate device and software inventories, review license allocation and reclaim unused licenses. Coordinate equipment refresh, warranty support and approved secure disposal
Perform scheduled operational checks, investigate failed deployments and updates, and coordinate remediation with infrastructure colleagues. Support agreed Microsoft 365 and endpoint data recovery procedures
Use approved PowerShell scripts and automation for routine administration. Understand their purpose, handle credentials securely and test adaptations with senior review before deployment
Review endpoint and email security issues, including Defender alerts and reported phishing, using approved guidance. Gather evidence, carry out authorized routine actions and elevate suspected incidents promptly to security colleagues
Apply least privilege, secure endpoint configurations and patching; support access reviews and vulnerability remediation. Review external sharing and permissions with information owners
Help test and support Microsoft Purview controls, including sensitivity labels, DLP and retention, with guidance from experienced colleagues. Investigate user issues, record findings and contribute to user guidance as knowledge develops
Deliver routine changes using approved procedures and contribute to projects through testing, documentation and implementation tasks. Obtain senior review for complex or higher-risk changes and support required Quality Assurance and Computer Systems Validation evidence
Other duties as assigned.