AerSale, Inc.

Support Engineer

• Provide Level 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve Windows, Microsoft 365, email, VPN, and application-related issues.
• Diagnose hardware, software, network, and connectivity problems.
• Support remote and onsite users across multiple locations.
• Escalate unresolved issues to Tier III support, engineering teams, or vendors as necessary.
• Manage incidents and service requests through the ITSM platform (e.g., Atlassian/Jira).
• Meet established SLA and KPI targets.
• Document troubleshooting steps, root causes, and resolutions.
• Prioritize support requests based on business impact and urgency.
• Create, modify, and disable user accounts and groups in Active Directory and Azure AD.
• Manage password resets, permissions, group memberships, and access requests.
• Support identity and access management processes.
• Support Microsoft 365 applications including: Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Assist with mailbox management, licensing, and user provisioning.
• Deploy, configure, and support desktop and laptop systems.
• Utilize endpoint management tools such as: Microsoft Intune, SCCM/ME, Autopilot, Lansweeper.
• Follow corporate cybersecurity policies and procedures.
• Support MFA enrollment and troubleshooting.
• Assist with endpoint security initiatives and vulnerability remediation.
• Report security incidents and potential risks.
• Participate in technology refreshes and hardware deployments.
• Support office moves, expansions, and onboarding initiatives.
• Assist with testing and implementation of new technologies.
• Contribute to process documentation and knowledge base articles.

IT Support Analyst II