Senior End User Support Engineer

Aqueduct Technologies is seeking a Senior End User Support Engineer to join our Managed Services team. This role is responsible for providing advanced technical support and leadership within the End User Support function, ensuring our customers receive exceptional service and reliable technology solutions. You will serve as an escalation point for complex technical issues, mentor junior engineers, and lead key initiatives related to end-user experience and technology adoption.

The Senior End User Support Engineer is a critical part of Aqueduct’s mission to deliver the right solution, not just the fastest one. You’ll embody our values of professionalism, empathy, and technical excellence, while maintaining a strong focus on customer satisfaction and team collaboration. We’re looking for someone who thrives on solving complex problems, sharing knowledge freely, and takes pride in helping others succeed.

Essential Job Responsibilities:

End User Support

• 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 issues involving identity, access, and security within Microsoft 365 and related ecosystems.
• Maintain detailed and accurate ticket documentation and ensure timely communication with end users.
• Lead or assist in deployment of new end-user technologies and projects.
• Manage and support modern endpoint deployments using Microsoft Intune (Windows, iOS, macOS, and Android).

Collaboration & Mentorship

• Mentor junior and staff-level engineers through shadowing, knowledge sharing, and skill development.
• Foster collaboration within the support team to ensure consistency and continuous improvement.
• Partner with higher-level engineers and other departments on cross-functional initiatives.

Change Control & Process Improvement

• Participate in and lead end-user change control processes for system updates, patching, and rollouts.
• Evaluate and implement modern management policies in accordance with Microsoft Endpoint Manager and Azure AD frameworks.
• Identify and recommend improvements in documentation, tools, and workflows.
• Contribute to the automation of endpoint configuration, patching, and compliance reporting using PowerShell and Intune scripting capabilities
• Maintain documentation of device provisioning workflows, including Autopilot enrollment and policy assignment.
• Contribute to the refinement of support procedures and best practices.

Training & Growth

• Actively pursue ongoing technical and professional development.
• Participate in or lead internal training sessions for end-user technologies and support tools.
• Work with leadership to identify personal growth areas and future opportunities.

Qualifications:

Education & Experience

• 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, with at least 1-2 years in a senior or escalation role, preferably within an MSP environment.

Skills

• Expert troubleshooting skills for Windows and macOS, Microsoft 365, and endpoint management tools.
• Strong customer service mindset with excellent written and verbal communication skills.
• Proven 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.

Certifications (Preferred)

• CompTIA A+, Network+, or Security+
• Microsoft 365 Certified: Modern Desktop Administrator or equivalent
• ITIL Foundation certification