Customer Support Engineering

1 week ago

Boston MA, United States Softworld, a Kelly Company Full time

PERMANENT Service Desk Engineer~ Hybrid 3 days Location: Boston
Our client is seeking a Service Desk Engineer who delivers white glove, concierge-style support to executives, investment teams, and staff. This mid-level role blends hands on Tier 1/2 service with engineering minded problem solving, automation/scripting, and a relentless focus on user experience, security, and operational excellence. You will own incidents end to end, improve the environment through proactive fixes and documentation, and contribute to projects across end user computing. Success looks like fast, professional support; White Glove/ End User Support
Provide Tier 1 & Tier 2 support for Windows 10/11 laptops/desktops, mobile devices (iOS/iPadOS/Android), peripherals, and core applications.
Deliver in person, remote, and on-site assistance; Support collaboration tools (Microsoft 365/Exchange Online, Teams, SharePoint/OneDrive; Identity, Device, and Application Management
Troubleshoot and administer Active Directory/Entra ID (Azure AD), Group Policy, Conditional Access, MFA, and role-based access controls.
Handle endpoint lifecycle: imaging/provisioning (Autopilot), enrollment (Intune), compliance, software distribution, patching, and secure decommissioning.
Maintain asset inventory accuracy and chain of custody for devices and loaners.
Create and maintain PowerShell (and optionally Python) scripts to reduce toil (e.g., Build self-service/runbooks, workflows, and knowledge base articles to improve first contact resolution.
contribute to endpoint hardening and configuration baselines.
Apply strong security hygiene in daily support: data protection, least privilege access, secure file sharing, and incident triage.
Support Microsoft Defender for Endpoint, BitLocker, and compliance policy remediation.
Assist in BCP/DR exercises and ensure support readiness for critical business periods.
Global Site Support & Vendor Coordination
Coordinate with a Managed Service Provider to perform Tier 1 support
Provide remote support across multiple time zones; coordinate with local providers for smart hands tasks (installs, break/fix, logistics)
Assist with office moves, equipment deployment, and conferencing/AV maintenance.
ITSM Process Excellence
Work within an ITSM platform (ServiceNow/Freshservice/Jira): incident, service request, change, problem, and CMDB/asset management.
Maintain accurate, current documentation of procedures, configurations, and known errors.

Bachelors Degree in Computer Science or related field
~35 years in a Service Desk/Desktop Support role within a professional IT environment.
~ Proficiency with Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive) and Windows 10/11 troubleshooting.
~ Experience with Active Directory/Entra ID, Intune, Group Policy, and device provisioning (Autopilot).
~ PowerShell scripting for support and administration; Solid understanding of ITIL/ITSM practices and use of a ticketing system (ServiceNow, Freshservice, or Zendesk/Jira).
~ Excellent communication and customer empathy; able to translate technical issues into business friendly language.
~ Financial services or executive support experience; Python, Power Automate, Freshservice workflows).
Knowledge of networking fundamentals (DNS/DHCP, Wi-Fi, VPN, split tunnel, SDWAN), printing, and AV/Zoom Rooms.
Familiarity with SCCM/MECM or co management with Intune.
Certifications: ITIL 4 Foundation, Microsoft 365 Certified:

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