Providing rapid, high-quality support for end users using remote assistance tools, serving as an escalation point for complex or time-sensitive issues.
Independently triaging, investigating, and resolving technical issues while documenting findings, actions taken, and outcomes in the ticketing system.
Creating and maintaining internal and user-facing documentation to improve support efficiency, consistency, and self-service.
Training staff on supported platforms and systems, with a focus on effective and secure use of Microsoft 365 tools.
Contributing to project-related work across Microsoft 365 and other cloud environments, including implementation, testing, and process improvements.

5-10 years of advanced-level, tier 2/3 IT support experience in an M365, Windows, & Mac environment.
Associate or bachelor’s degree in computer science, information technology, or related field.
Current and verifiable technical certifications such as Microsoft 365 Certified Endpoint Administrator Associate, Administrator Expert, or Security Operations Analyst Associate, CompTia A+, Security+, or similar.
Expert troubleshooting skills, including root cause analysis, research, testing, and resolution of complex technical issues.
Strong understanding of Microsoft 365 administration and how tenant-level changes impact users, security, and organizational workflows.
Experience using ticketing systems for issue tracking and documentation.
Ability to assess, investigate, and determine whether messages are spam, phishing, or malicious, using technical indicators, user context, and security best practices.

Senior Technical Support Engineer

Key skills