Senior End User Support Engineer

Aqueduct Technologies, Inc.

. Act as a senior escalation point for complex or persistent end-user issues across multiple environments .

Posted 10/2/2026full-timeCanton • Massachusetts • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and supporting end-user technologies, including Microsoft 365, Windows, and macOS environments. Proficient in managing modern endpoint deployments and mentoring junior engineers while fostering collaboration across teams.

Highest-signal resume keywords

Microsoft Intune ManagementExpert Troubleshooting SkillsEnd-User Support ExperienceMentoring and Knowledge SharingITIL Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows 10/11 ManagementMicrosoft 365 TroubleshootingEndpoint Management ToolsPowerShell ScriptingDevice Compliance PoliciesConfiguration ProfilesSecurity Best PracticesPatching Best PracticesAutopilot EnrollmentBitLocker Configuration

Soft Skills

Customer Service MindsetExcellent Communication SkillsAbility to Manage Multiple Priorities

Tools & Technologies

Microsoft Endpoint ManagerAzure ADITSM ToolsRemote Management PlatformsAutomation Platforms

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+Microsoft 365 Certified: Modern Desktop Administrator

Industry Keywords

MSP EnvironmentChange Control ProcessesDocumentation ImprovementCollaboration PlatformsEnd-User Technologies

Tech Stack

Tools & technologies

AndroidAzureiOSITSMMacOS

About the role

Key responsibilities & impact

Act as a senior escalation point for complex or persistent end-user issues across multiple environments
Provide expert-level support for desktops, laptops, mobile devices, applications, and collaboration platforms
Troubleshoot advanced identity, access, and security issues within Microsoft 365 and related ecosystems
Maintain detailed ticket documentation and timely communication with end users
Lead or assist in deploying new end-user technologies and projects
Manage and support modern endpoint deployments using Microsoft Intune across Windows, iOS, macOS, and Android
Mentor junior and staff-level engineers through shadowing, knowledge sharing, and skill development
Foster collaboration within the support team and partner with higher-level engineers and other departments
Participate in and lead change control processes for system updates, patching, and rollouts
Evaluate and implement modern management policies using Microsoft Endpoint Manager and Azure AD frameworks
Identify improvements in documentation, tools, and workflows
Contribute to automation of endpoint configuration, patching, and compliance reporting using PowerShell and Intune scripting
Maintain documentation for device provisioning workflows, including Autopilot enrollment and policy assignment
Refine support procedures and best practices
Participate in or lead internal training sessions for end-user technologies and support tools

Requirements

What you’ll need

Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
3–5+ years of experience providing end-user or desktop support
At least 1–2 years in a senior or escalation role
Preferably experience within an MSP environment
Expert troubleshooting skills for Windows and macOS, Microsoft 365, and endpoint management tools
Strong customer service mindset with excellent written and verbal communication skills
Ability to mentor others and manage multiple priorities effectively
Experience with ITSM tools, remote management, and automation platforms
Knowledge of Microsoft Intune (Endpoint Manager), Azure AD, Conditional Access, Autopilot, and BitLocker configuration and troubleshooting
Proficiency in Windows 10/11 modern management, including hybrid-join and co-management scenarios
Experience with device compliance policies, configuration profiles, and reporting in Intune
Solid understanding of security, patching, and compliance best practices
CompTIA A+, Network+, or Security+ certifications preferred
Microsoft 365 Certified: Modern Desktop Administrator or equivalent preferred
ITIL Foundation certification preferred

Benefits

Comp & perks

Full-time employment
People-first culture supporting employee success
Ongoing technical and professional development
Internal training and skill-development opportunities
Personal growth and future career opportunities