Manage user onboarding and offboarding, including account creation, permissions, and workstation setup
Perform Identity and Access Management tasks across Microsoft 365, Active Directory, and Google Workspace
Handle inbound support requests via phone and ticketing system, resolving end-user issues in a timely manner
Troubleshoot common issues across: Microsoft 365 (email, groups, permissions), Active Directory (user accounts, security groups, access), Connectivity (VPN, wireless, basic networking), End-user devices and peripherals
Perform basic system checks and troubleshooting across desktops and servers
Support virtual desktop environments (VMware Horizon, vSphere) at a basic level
Maintain accurate and detailed ticket documentation, including steps taken and resolution
Provide clear and timely communication to clients and internal teams on ticket status
Follow established processes and workflows while maintaining quality and consistency
Meet or exceed ticket volume, response time, and resolution metrics

2+ years of experience in a help desk, service desk, or remote support role
Hands-on experience with Microsoft 365 administration
Active Directory (user management, permissions, groups)
Experience supporting end users across devices, applications, and connectivity issues
Strong attention to detail, especially when managing user access and permissions
Ability to manage multiple tickets and priorities in a fast-paced environment
Strong communication skills with the ability to provide clear updates to non-technical users
Experience working in an MSP or multi-client environment is strongly preferred
Familiarity with VPNs, basic networking, and virtual desktop environments is a plus

Support Engineer II – Identity & Access Management

Key skills