Join #Ensiteam!
At Ensitech, we are a custom software development company with more than 19 years of experience, dedicated to connecting highly specialized talent with leading companies across the United States, Europe, and Canada.
Our collaborators work with global teams to deliver innovative technology solutions. We are looking for a Senior Help Desk Engineer to join a Microsoft-centric environment, providing Tier 2 and Tier 3 technical support while ensuring operational excellence across distributed teams and remote users.
Role: Senior Help Desk EngineerPosition Summary
We are seeking an experienced Senior Help Desk Engineer to serve as the primary Tier 2 and Tier 3 escalation point for a distributed Microsoft 365 environment. This role is responsible for resolving complex technical issues, improving support operations, mentoring frontline technicians, and ensuring a high level of service across multiple locations and remote users.
What You Will Do
- Serve as the primary Tier 2 and Tier 3 escalation point for complex technical issues.
- Troubleshoot and resolve Microsoft 365 issues across Exchange Online, Teams, SharePoint, and OneDrive.
- Support and maintain Windows 10 and Windows 11 environments.
- Monitor, prioritize, and resolve ticket backlogs while ensuring timely issue resolution.
- Provide backup support for the Systems Administrator when required.
- Support user onboarding, offboarding, account provisioning, MFA resets, and permissions management.
- Document technical solutions and maintain knowledge base articles.
- Coach and mentor frontline support technicians to improve first-contact resolution rates.
- Deliver technical support for distributed offices and remote users.
- Collaborate with internal IT leadership to improve operational efficiency and support processes.
Required Qualifications
- 4+ years of experience in IT Support or Service Desk roles.
- Proven experience providing Tier 2 and Tier 3 technical support.
- Strong Microsoft 365 administration experience, including:
- Exchange Online
- Microsoft Teams
- SharePoint Online
- OneDrive
- Strong troubleshooting experience with Windows 10 and Windows 11.
- Experience working with ITSM or ticketing platforms such as ServiceNow, Freshservice, Zendesk, or Jira Service Management.
- Fluent English (B2–C1) with strong client-facing communication skills.
- Experience supporting distributed organizations and remote users.
- Availability to work Pacific Time business hours.
Preferred Qualifications
- Experience with Microsoft Intune or endpoint management solutions.
- Azure fundamentals or experience supporting Azure environments.
- Microsoft certifications (Microsoft 365 and/or Azure).
- Experience leveraging Microsoft Copilot or AI tools to improve support workflows.
- Experience supporting nonprofit, healthcare, or field-service organizations.
What Do We Offer?
- 100% remote opportunity.
- Full-time position with Ensitech assigned to an international client.
- Competitive compensation based on experience.
- Opportunity to work in a Microsoft enterprise environment supporting multiple locations.
- Collaborative international team.
- Dedicated account management and continuous performance follow-up.
- Professional growth and long-term extension opportunities based on performance.
Sueldo: $15,000.00 - $20,000.00 al mes
Lugar de trabajo: Empleo remoto
