IT End User Support

The End User Support Specialist to provide first and second line technical support to internal staff. The role covers day-to-day troubleshooting, device and account management, and support for a modern Microsoft 365 environment also helping the high tier specialist team. This is a hands-on, customerfacing position suited to someone who enjoys solving problems quickly, communicating clearly with non-technical users, and keeping endpoints secure and well-managed.

Key Responsibilities

• Serve as the first point of contact for end users reporting hardware, software, network, or account issues via ticketing system, phone, or in-person.

• Troubleshoot and resolve issues across Windows and macOS devices, mobile devices, printers, and common productivity software.

• Manage user accounts, licenses, and access in Microsoft 365 and Entra ID (Azure AD), including onboarding and offboarding.

• Support and maintain endpoint configurations via Microsoft Intune and MDM tools, including device enrollment, compliance policies, and app deployment.

• Assist with Conditional Access, MFA setup, and basic security hygiene issues (e.g., phishing reports, password resets, device compliance flags).

• Support Exchange Online mailbox issues, distribution lists, and shared mailboxes.

• Escalate complex issues to Tier 2/3 engineers or specialist teams with clear documentation of troubleshooting steps already taken.

• Maintain accurate and timely ticket records, ensuring SLAs are met.
• Assist in patch management and basic endpoint security tasks (AV status checks, update compliance).

• Create and maintain simple user-facing documentation for common issues.

• Provide on-site support for meeting room AV/IT setups, new hire equipment provisioning, and asset tracking as needed.

• Act as on-site "hands and legs" for the Network Administrator, performing guided tasks such as patch panel/cabling checks, switch and access point power-cycling, physical rack work, and basic connectivity troubleshooting under remote direction.

Requirements

• 1–3 years of experience in an IT support, service desk, or enduser computing role.

• Working knowledge of Windows 10/11 administration and basic macOS support.

• Familiarity with Microsoft 365 core apps (Outlook, Teams, SharePoint, OneDrive).

• Basic understanding of Entra ID (Azure AD) user/group management.

• Exposure to Intune or another MDM/UEM platform is a strong plus.

• Basic understanding of network troubleshooting. (Ping, Tracert)

• Good verbal and written communication skills in English; ability to explain technical concepts to non-technical users.

• Strong ticket-handling discipline and time management under SLA pressure.

• Microsoft certifications (MD-102, MS-900, or similar).

• Experience supporting a Microsoft 365 Business Premium environment.

• Exposure to Conditional Access policies, email security tools, or basic networking (DHCP/DNS/Wi-Fi troubleshooting).

• Prior experience in an MSP or IT consulting environment.

• Work Experience 3-5 years Work experience as end user support engineer or support technician.