Senior IT Support Engineer

Halcyon Financial Technology, L.P.; City of Rochester (NY); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Generous quarterly bonus

Medical, dental, HSA, Dependent Day 2C

Travel/commuter reimbursement

4 weeks PTO and 10 paid holidays

Job summary

Halcyon Financial Technology, L.P. is seeking a Senior IT Support Engineer in the Rochester, NY area to deliver high-touch Microsoft 365 support and proactive IT services.

You will handle complex incidents, manage tenant configurations, and enforce identity, access, and device security in a cloud-first environment. You will lead root-cause analyses, coordinate with end-users and executives, and leverage AI tools to speed troubleshooting and automation.

Qualifications

• 6+ years of end-user technical support experience, including executive-level users.
• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication.
• Strong time management and ability to prioritize.
• Ability to thrive in a fast-paced environment and work under pressure.
• On-site daily (Mon-Fri)
• On-call once per quarter for one week.

Responsibilities

• Provide advanced technical support for Microsoft 365 services including Exchange Online, SharePoint Online, Teams, OneDrive, and Intune.
• Diagnose and resolve complex issues related to identity, access, collaboration, and endpoint management in a cloud-first environment.
• Lead incident response and root cause analysis for service outages and performance issues across M365 workloads.
• Administer and optimize M365 tenant configurations, licenses, and security policies.
• Implement and manage identity and access controls via Entra ID, including MFA.
• Deploy and manage endpoint configurations and security baselines using Intune and Autopilot.
• Monitor service health, logs, and analytics to improve performance and compliance.
• Apply AI tools to accelerate troubleshooting and automation.
• Customize M365 services to meet organizational needs and integrate with third-party tools.
• Implement security and compliance features such as DLP and retention labels.

Skills

6+ years experience

Problem solving

Written & verbal communication

Time management

Staying calm under pressure

On-site availability

On-call availability

Tools

Microsoft 365

Exchange Online

Entra ID

Intune

Autopilot

Job description

Description

We are hiring for a full-time

We are hiring for a full-time Senior IT Support Engineer in the Rochester, NY Metropolitan Area. This role requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations.

We are looking for professionals who provide high-touch, personalized technical support and proactive solutions that ensure a seamless and exceptional experience for our clients.

What You'll Do

• -Provide advanced technical support for Microsoft 365 services including:
• -Exchange Online, SharePoint Online, Teams, OneDrive, and Intune
• -Diagnose and resolve complex issues related to identity, access, collaboration, and endpoint management in a cloud-first enterprise environment
• -Lead incident response and root cause analysis for service outages and performance degradations across M365 workloads
• -Administer and optimize Microsoft 365 tenant configurations, user accounts, licenses, and security policies using admin centers and automation tools
• -Implement and manage identity and access controls via Entra ID, including conditional access and multi-factor authentication
• -Deploy and manage endpoint configurations and security baselines using Intune and Autopilot
• -Monitor service health, audit logs, and usage analytics to proactively identify trends, ensure compliance, and enhance performance
• -Apply advanced AI-driven tools such as Claude, Copilot and ChatGPT to accelerate troubleshooting, automate tasks, and deliver proactive solutions that enhance client satisfaction and operational efficiency
• -Customize M365 services to meet organizational needs, including mailbox policies, Teams settings, SharePoint configurations, and device compliance rules
• -Integrate Microsoft 365 with third-party tools and services, ensuring seamless interoperability and alignment with business requirements
• -Implement and maintain security and compliance features such as DLP policies, retention labels, and alerting mechanisms

Required Qualifications

• 6+ years of recent end-user technical support experience, including providing support to executive-level users
• Strong problem-solving skills and attention to detail
• Excellent written and verbal communication
• Strong time management and ability to prioritize
• Ability to thrive in a fast-paced environment and work effectively under pressure
• Ability to be on-site daily (Monday-Friday)
• Available to be on call once per quarter for one week

Rewards

• $80,000 - $110,000 + Generous Quarterly Bonus
• Best-in-class benefits: medical, dental, HSA, Dependent Day Care FSA
• Travel/commuter reimbursement
• 4 weeks PTO and 10 paid holidays

Department: Support Engineer

Location: East Coast

Compensation: $80,000 - $110,000 / year