Senior IT Engineer addressing customer queries and resolving various technical issues at New Charter Technologies. Mentoring helpdesk technicians and overseeing multiple client environments.
About the role
- IT Help Desk Engineer II providing Tier 2 technical support for HQ users at Tosca Services. Troubleshooting technology issues and supporting executive and VIP users in hybrid environment.
Responsibilities
- Provide Tier 2 technical support for HQ users, including executive and VIP leadership.
- Troubleshoot hardware, software, and end-user technology issues in Windows and macOS environments
- Support Microsoft 365, Azure Entra ID (Azure AD), and Microsoft Intune / Endpoint Manager
- Assist with mobile device management, MFA, and endpoint security
- Support laptops, peripherals, printers, scanners, conference room AV, and mobile devices
- Document incidents and resolutions accurately in the service desk ticketing system
- Partner with the Infrastructure and Network teams to resolve escalated issues
- Identify recurring issues and suggest process or technology improvements
Requirements
- 4–6 years of IT Service Desk or End-User Support experience (Tier 2 preferred)
- Experience providing professional, white-glove support to executives or VIP users
- Strong working knowledge of Microsoft Intune, Microsoft 365, and Windows/macOS
- Excellent communication skills and a customer-focused mindset
- Ability to work effectively in a hybrid, fast-paced environment
- Associate’s degree preferred; equivalent experience accepted
Benefits
- Hybrid role based in Atlanta, GA
- Onsite Tuesday–Thursday; remote Monday and Friday
- Company-paid parking
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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