Senior Endpoint Support Engineer

United StatesRemoteFull-timesenior

Customer SupportSupport Engineer

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Endpoint Support Engineer based in United States.

Technical Tools

Customer SupportSupport Engineer

This role provides advanced technical support for enterprise endpoint environments and large-scale device migration initiatives.
You will serve as a senior escalation point for complex Windows endpoint, application, identity, networking, and device-management issues.
The position works closely with Endpoint Engineering, Infrastructure, Security, and Service Desk teams to deliver stable and secure user experiences.
You will play a hands-on role across device provisioning, operating system upgrades, hardware refreshes, application deployment, and post-migration stabilization.
The role requires deep expertise with Microsoft endpoint technologies, including Intune, SCCM/MECM, Azure, and Autopilot.
You will also identify recurring issues, improve troubleshooting processes, and contribute to automation and operational excellence.
This is a fully remote opportunity supporting mission-critical enterprise IT operations and requires an active Secret clearance.

Provide Tier 3 technical support for endpoint migration, deployment, provisioning, and post-migration stabilization activities.
Diagnose and resolve complex Windows endpoint issues involving operating systems, drivers, applications, profiles, authentication, networking, peripherals, and device configurations.
Support enterprise migration initiatives, including device replacement, operating system upgrades, hardware refreshes, profile and data migration, application deployment, and user cutovers.
Investigate migration failures, deployment errors, application compatibility issues, configuration problems, and recurring endpoint incidents.
Serve as a senior escalation point for Tier 1 and Tier 2 Service Desk teams, providing technical guidance, troubleshooting support, and knowledge transfer.
Collaborate with Endpoint Engineering, Infrastructure, Security, and other technical teams to determine root causes and develop sustainable remediation strategies.
Administer and troubleshoot endpoint management technologies such as Microsoft Intune, Microsoft Configuration Manager (SCCM/MECM), Autopilot, and comparable enterprise platforms.
Troubleshoot Microsoft 365 applications and services, including Teams, Outlook, OneDrive, authentication, VPN, printing, and other business-critical endpoint services.
Support endpoint security capabilities such as device compliance, encryption, endpoint protection, security policies, and related controls.
Develop and maintain technical documentation, knowledge articles, troubleshooting procedures, and migration runbooks.
Analyze incident and migration data to identify trends, recurring failures, automation opportunities, and process improvements.
Participate in migration waves, cutovers, hypercare periods, and scheduled deployment activities, including occasional after-hours support when required.
Coordinate with vendors and third-party support organizations when issues require external escalation.
Ensure incidents and service requests are accurately documented and resolved according to established service management processes.

Requirements

~1 min read

High school diploma or equivalent, with at least 2 years of relevant experience; 5+ years of enterprise IT support, desktop engineering, endpoint management, or service desk experience is strongly preferred.
Demonstrated Tier 3 or advanced technical support experience in a large enterprise environment.
Strong Azure, Microsoft Intune, and SCCM/MECM background.
Extensive experience troubleshooting Windows 10/11 endpoints and Microsoft 365 environments.
Hands-on experience with endpoint deployment and management technologies including Intune, MECM/SCCM, Autopilot, Group Policy, Active Directory, and/or Microsoft Entra ID.
Experience supporting enterprise endpoint migrations, hardware refreshes, operating system upgrades, or large-scale device deployments.
Strong understanding of networking fundamentals, including DNS, DHCP, TCP/IP, VPN, Wi-Fi, and authentication.
Experience troubleshooting endpoint applications, drivers, peripherals, certificates, user profiles, and system configurations.
Ability to analyze logs, system information, and diagnostic data to isolate complex technical issues.
Strong incident management, problem management, troubleshooting, and root-cause analysis capabilities.
Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
Ability to work independently while collaborating effectively with distributed technical teams.
Ability to maintain compliance with applicable DoD 8570 requirements.

Experience supporting large-scale Windows 11 migrations or enterprise device modernization programs is preferred.

Experience with PowerShell scripting, endpoint automation, Microsoft Entra ID, Conditional Access, Defender for Endpoint, BitLocker, and endpoint compliance is preferred.

ITIL certification or experience working within an ITIL-based service management environment is preferred.

Microsoft certifications related to endpoint administration, Microsoft 365, or Azure are a plus.

Experience working in project-based migration, modernization, or transformation environments is preferred.