Senior IT Support Engineer

Xplor; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Gender Neutral Parental Leave 12 weeks

Volunteer days – 3 days off

LinkedIn Learning access

Diversity & Inclusion initiatives

Mental health support

Flexible working arrangements

Job summary

Xplor is seeking a Senior IT Support Engineer to join our global End User Support team. You will provide high-quality technical support to employees and serve as an escalation point for complex issues across a worldwide organization.

The role requires hands-on experience in enterprise IT environments, strong troubleshooting skills, and collaboration with global teams. You will contribute to incident resolution, endpoint management, and knowledge base development.

Qualifications

• 4+ years' experience in End User Support or enterprise IT environment.
• Strong troubleshooting skills for complex end-user issues.
• Experience with Microsoft 365 administration and troubleshooting.
• Hands-on support for Windows and macOS devices.
• Experience with Intune management.
• Experience with Jira Service Management or ServiceNow.

Responsibilities

• Work with a global IT team to provide consistent end‑user support.
• Escalate complex technical issues and guide other engineers.
• Administer and troubleshoot Microsoft 365 and user access issues.
• Support Windows and macOS devices in an enterprise setting.
• Manage endpoint management solutions including Microsoft Intune.
• Diagnose and resolve hardware, software, and endpoint incidents.
• Help investigate and remediate Major Incidents with cross-team collaboration.
• Document procedures and maintain knowledge bases.
• Identify opportunities to standardise and automate End User Support processes.
• Participate in enterprise IT projects and user onboarding/offboarding.

Skills

End User Support

Troubleshooting

Cross-region collaboration

Documentation

Tools

Microsoft Intune

Windows

macOS

Jira Service Management

ServiceNow

Microsoft 365

Job description

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

Job Description

We are looking for an experienced Senior IT Support Engineer to join our global End User Support team. This role will provide high-quality technical support to our employees and act as an escalation point for more complex technical issues.

The successful candidate will have strong hands‑on experience supporting enterprise IT environments, excellent troubleshooting skills, and the ability to work collaboratively across a global organisation. The role will also contribute to major incident resolution, enterprise projects, endpoint management, documentation and hardware lifecycle activities.

Key Responsibilities

• - Work collaboratively with a global team of IT Support Engineers to provide consistent and effective end‑user support.
• - Act as an escalation point for complex technical issues , providing guidance and support to other engineers where required.
• - Administer and troubleshoot Microsoft 365 , including day‑to‑day user, application and access‑related issues.
• - Provide technical support for both Windows and macOS devices within an enterprise environment.
• - Manage and troubleshoot endpoint management solutions, including Microsoft Intune .
• - Diagnose and resolve hardware, software, application, access and endpoint‑related incidents.
• - Contribute to the investigation, troubleshooting and remediation of Major Incidents , working with other IT teams as required.
• - Manage incidents and service requests through enterprise ITSM/helpdesk platforms such as Jira Service Management (JSM) , ensuring tickets are appropriately prioritised, documented, updated and escalated.
• - Create, maintain and regularly review knowledge base documentation , technical procedures and support articles.
• - Identify opportunities to improve, standardise or automate End User Support processes.
• - Participate in enterprise IT projects and initiatives , providing technical expertise and assisting with implementation and rollout activities.
• - Support employee onboarding and offboarding , including device provisioning, application deployment and account/access activities.
• - Maintain accurate hardware and asset records.
• - Manage hardware stock for users in India , including stock monitoring, forecasting future requirements and coordinating equipment orders to maintain appropriate availability.
• - Work with vendors and internal teams to coordinate hardware purchasing and delivery where required.
• - Provide guidance and knowledge sharing to other members of the support team.

Qualifications

• - 4+ years' experience working in End User Support, IT Support or a similar enterprise IT environment.
• - Strong troubleshooting skills and experience resolving complex end‑user technical issues.
• - Strong working knowledge of Microsoft 365 administration and troubleshooting.
• - Hands‑on experience supporting Windows and macOS devices.
• - Experience administering or supporting devices through Microsoft Intune .
• - Experience working with enterprise ITSM/helpdesk platforms such as Jira Service Management, ServiceNow or similar .
• - Experience managing incidents and service requests through their full lifecycle.
• - Strong documentation skills with experience creating technical procedures and knowledge base articles.
• - Good understanding of endpoint hardware, software and application troubleshooting.
• - Strong written and verbal communication skills.
• - Ability to work independently while collaborating effectively with colleagues across different regions and time zones.
• - Strong organisational skills with the ability to prioritise multiple incidents, requests and project activities.

Additional Information

Values and Life at Xplor

• Make life simple
• Build for people
• Move with purpose
• Create lasting communities

If these values sound like you, and describe people you want to work with, you will thrive at Xplor. As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• - 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• - #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• - Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
• - Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• - Access to free mental health support
• - Flexible working arrangements

We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/ .

Interview Recording andBackground Checks

As part of our hiring process, successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote, and to protect both candidates and our business from recruitment fraud, we may record video interviews during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system with artificial intelligence‑enabled features to support our recruitment process, but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here .

Xplor is committed to providing equal opportunities in employment and creating an inclusive work environment. We provide equal opportunities to all our employees and to all eligible applicants for employment in our company. We do not unfairly discriminate on any ground, including race, religion, color, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin, disability or any other category protected by applicable law.

We make it a priority to respond to every applicant.