Senior End-User Support Engineer: Windows, M365 & IAM

ARCHER Systems, LLC; Houston (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(K) retirement plan with matching

Dental and vision insurance

Parental leave

Disability coverage

Job summary

ARCHER Systems, LLC in Houston, TX is seeking a Senior Support Engineer to deliver Tier 2/3 end-user support across Windows devices, M365 services, and identity/access platforms. You will be an escalation point, drive incident management, maintain runbooks, and support Intune/Autopilot for endpoint lifecycle.

You’ll partner with Service Desk and Infrastructure teams to ensure proper licensing and access, participate in on-call rotations, and contribute to knowledge-base improvements for

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or related field or equivalent experience.
• 7+ years of end-user/deskoppit support in a Microsoft-centric environment.
• Deep expertise troubleshooting Windows endpoints and enterprise productivity tools.
• Strong Microsoft 365 administration knowledge (Teams, Exchange, SharePoint, OneDrive).
• Experience with incident management and after-hours/on-call support.
• Identity and access management experience (Entra ID, Active Directory) with RBAC concepts.
• Endpoint management experience with Intune and Autopilot.
• Proficient in enterprise remote support and cross-site troubleshooting.
• Ability to document issues and create user-friendly guidance.
• Knowledge of conference room/AV support and enterprise printing environments.

Responsibilities

• Provide Tier 2/3 end-user support for Windows workstations and peripherals.
• Escalate, triage, reproduce issues, and coordinate with Infrastructure/Security and vendors.
• Troubleshoot Microsoft 365 services (Exchange/Outlook, Teams, SharePoint/OneDrive).
• Support Teams Rooms/AV and recurring room issues; manage incident response.
• Manage printing services, printers, drivers, queues, and permissions.
• Administer user access in Entra ID and Active Directory with RBAC.
• Ensure proper licensing and access for tools; apply least-privilege practices.
• Manage endpoints with Intune/Autopilot including enrollment and policy troubleshooting.
• Device provisioning lifecycle using Autopilot and standard build processes.
• Document fixes and runbooks; improve knowledge base and runbooks.
• Own and improve end-user knowledge base; create runbooks and SOPs.
• Track issues through resolution and report on metrics.
• Provide clear communications during escalations and outages.
• Mentor junior staff and share troubleshooting approaches.

Skills

Tier 2/3 support

M365 administration

Identity & access management

Intune/Autopilot management

Incident management

Documentation & knowledge base

RBAC/least-privilege

On-call support

End-user device troubleshooting

Education

Bachelor’s degree in Information Systems/Computer Science or related field

Tools

Entra ID

Active Directory

Intune

Autopilot

Exchange/Outlook

SharePoint/OneDrive

Teams Rooms

Printer/AV tooling

Job description

ARCHER Systems, LLC in Houston, TX is seeking a Senior Support Engineer to deliver Tier 2/3 end-user support across Windows devices, M365 services, and identity/access platforms. You will be an escalation point, drive incident management, maintain runbooks, and support Intune/Autopilot for endpoint lifecycle.

You’ll partner with Service Desk and Infrastructure teams to ensure proper licensing and access, participate in on-call rotations, and contribute to knowledge-base improvements for