Senior Digital Experience Engineer — Endpoint & Service Desk

Atrium Staffing LLC; New York (NY); Hybrid; USD 55,000 - 62,000; Full time

Benefits offered by this job

Atrium Care Package

Job summary

Atrium Staffing LLC is seeking a Digital Experience Engineer to own complex troubleshooting across Windows and Mac environments, spanning the endpoint through backend Microsoft services. You will work with an organization of 800–3,000 users, handling Tier 3–4 issues and implementing sustainable, long-term fixes.

The role emphasizes root-cause analysis, process improvement, and collaboration with Endpoint Engineering and Service Desk teams.

Qualifications

• 7+ years of IT support experience.
• Strong Windows and Mac troubleshooting experience.
• Demonstrated ability to perform deep root-cause analysis.
• Experience troubleshooting issues from the endpoint through backend services.
• Strong endpoint engineering and endpoint management experience.
• Experience with Digital Employee Experience tools.
• Strong Microsoft 365, Azure, and Entra experience.
• Experience supporting both hardware and software.

Responsibilities

• 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 relying on surface-level fixes.
• Diagnose hardware configuration, operating system 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 closely 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.
• Identify opportunities to improve troubleshooting processes and support capabilities.
• Share technical knowledge and help increase the capabilities of a nine-person support team.
• Provide hands-on engineering support across the organization's endpoint environment.

Skills

Windows troubleshooting

Mac troubleshooting

Root-cause analysis

Endpoint engineering

ControlUp

NextThink

Microsoft 365

Azure

Entra

Tier 3-4 support

Analytical skills

Mentoring

Education

Bachelor’s degree in IT or CS

Equivalent professional IT experience

Tools

NextThink

ControlUp

Job description

Atrium Staffing LLC is seeking a Digital Experience Engineer to own complex troubleshooting across Windows and Mac environments, spanning the endpoint through backend Microsoft services. You will work with an organization of 800–3,000 users, handling Tier 3–4 issues and implementing sustainable, long-term fixes.

The role emphasizes root-cause analysis, process improvement, and collaboration with Endpoint Engineering and Service Desk teams.