Tier Endpoint Support Engineer

Tier 2 Endpoint Support Engineer (Intune / Microsoft 365)

Location: Onsite, Indianapolis, IN - 100% Onsite

Key Requirements:

We are seeking a technical, hands-on, and customer-focused professional with a strong foundation in:

• Microsoft 365
• Active Directory
• Microsoft Intune
• Hardware deployment
• Endpoint management
• Tier 2 incident troubleshooting and resolution

Candidate Expectations:

• Must be capable of independently owning and resolving Tier 2 incidents.
• Should have strong hands-on technical troubleshooting experience.
• Must be comfortable providing exceptional technical support to end users.
• Excellent English communication skills are essential, as this individual will serve as a single point of contact.
• Must demonstrate professionalism and strong customer service skills.

Position Overview

We are seeking an experienced Tier 2 IT Support Technician to provide onsite technical support, endpoint management, and operational IT services for end users in a corporate environment. The successful candidate will serve as a key escalation point for desktop support issues, manage endpoint devices throughout their lifecycle, and support Microsoft-based workplace technologies.

This role requires a highly hands-on technician capable of independently diagnosing and resolving technical issues while delivering exceptional customer service.

Responsibilities

End User Support

• Provide Tier 2 support for hardware, software, operating systems, and enterprise applications.
• Investigate and resolve escalated incidents and service requests.
• Support Windows workstations, laptops, mobile devices, printers, scanners, and peripherals.
• Document troubleshooting activities and resolutions within the ITSM platform.

Endpoint Management

• Administer Microsoft Intune environment.
• Experience supporting Microsoft Intune-managed environments, including device enrollment, troubleshooting, application deployment support, MDM, and mobile device support.
• Assist with endpoint security and compliance efforts.

Microsoft Administration

• Create, modify, and manage user accounts in Microsoft 365 and Active Directory.
• Manage permissions, access rights, and group memberships.
• Support MFA, password resets, account lockouts, and identity-related issues.

Device Deployment & Refresh Projects

• Image, configure, deploy, and retire laptops and desktop workstations.
• Support hardware refresh initiatives and operating system upgrades.
• Assist with Windows migration and endpoint modernization projects.

Asset Management

• Maintain accurate inventory records of IT assets.
• Track hardware assignments, warranty information, and lifecycle status.
• Follow asset management and disposal procedures.

Infrastructure Support

• Provide basic support for network connectivity issues.
• Install and configure workstations, printers, scanners, thin clients, and peripheral equipment.
• Perform onsite cabling and workstation setup activities when required.

Required Qualifications

• 3+ years of Tier 2 Desktop Support, Field Support, or Endpoint Support experience.
• Strong experience with Microsoft Intune and Endpoint Management.
• Experience administering Microsoft 365.
• Experience working with Active Directory.
• Experience deploying and imaging Windows devices.
• Experience using ServiceNow, Freshdesk, Jira Service Management, or equivalent ITSM platforms.
• Experience supporting corporate hardware environments.
• Excellent troubleshooting and analytical skills.
• Strong verbal and written communication skills.

• Experience with SCCM / MECM.
• Experience supporting Apple devices and macOS.
• Experience using JAMF.
• Experience supporting Azure AD / Entra ID.
• Experience with Autopilot deployments.
• Experience in large enterprise environments (500+ users).

Education

• Associate's degree in information technology, Computer Science, or related field preferred.
• Equivalent professional experience accepted in lieu of degree.

Certifications (At least one the following, Attach copy)

• Microsoft MD-102 Endpoint Administrator
• Microsoft Modern Desktop Administrator
• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Microsoft 365 Certified Fundamentals