Senior IT Support Engineer – M365 & AI-Driven Fixes

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

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.