Senior End User Support Engineer & Experience Leader

Aqueduct Technologies, Inc.; Canton (MA); On-site; USD 85,000 - 120,000; Full time

Job summary

Aqueduct Technologies, Inc. is seeking a Senior End User Support Engineer to join our Managed Services team. You will provide advanced technical support, act as an escalation point for complex issues, and mentor junior engineers across Windows, macOS, Microsoft 365, and device management platforms.

You will lead initiatives to improve end-user experience, drive technology adoption, and collaborate with cross‑functional teams to deliver reliable solutions and excellent service for our customers.

Qualifications

• Associate or Bachelor’s degree in IT or related field (or equivalent).
• 3–5+ years in end-user or desktop support, with 1–2 years in a senior or escalation role, preferably within an MSP environment.

Responsibilities

• Act as a senior escalation point for complex or persistent end-user issues across multiple environments.
• Provide expert-level support for desktops, laptops, mobile devices, applications, and collaboration platforms.
• Troubleshoot advanced issues involving identity, access, and security within Microsoft 365 and related ecosystems.
• Maintain detailed and accurate ticket documentation and ensure timely communication with end users.
• Lead or assist in deployment of new end-user technologies and projects.
• Manage and support modern endpoint deployments using Microsoft Intune (Windows, iOS, macOS, and Android).
• Mentor junior and staff-level engineers through shadowing, knowledge sharing, and skill development.
• Foster collaboration within the support team to ensure consistency and continuous improvement.
• Partner with higher-level engineers and other departments on cross-functional initiatives.
• Participate in and lead end-user change control processes for system updates, patching, and rollouts.
• Evaluate and implement modern management policies in accordance with Microsoft Endpoint Manager and Azure AD frameworks.
• Identify and recommend improvements in documentation, tools, and workflows.
• Contribute to the automation of endpoint configuration, patching, and compliance reporting using PowerShell and Intune scripting capabilities.
• Maintain documentation of device provisioning workflows, including Autopilot enrollment and policy assignment.
• Contribute to the refinement of support procedures and best practices.
• Actively pursue ongoing technical and professional development.
• Participate in or lead internal training sessions for end-user technologies and support tools.
• Work with leadership to identify personal growth areas and future opportunities.

Skills

End User Support

Mentoring

Microsoft 365

Intune/Endpoint Manager

Azure AD

PowerShell scripting

Education

Bachelor's degree in IT or related field

Tools

Microsoft Intune (Endpoint Manager)

Azure AD

Autopilot

BitLocker

Job description

Aqueduct Technologies, Inc. is seeking a Senior End User Support Engineer to join our Managed Services team. You will provide advanced technical support, act as an escalation point for complex issues, and mentor junior engineers across Windows, macOS, Microsoft 365, and device management platforms.

You will lead initiatives to improve end-user experience, drive technology adoption, and collaborate with cross‑functional teams to deliver reliable solutions and excellent service for our customers.