End User Support Engineer

Aqueduct Technologies, Inc.

End User Support Engineer providing technical support for Managed Services team. Focusing on complex issues and ensuring exceptional customer service.

Posted 4/12/2026full-timeCanton • Massachusetts • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

AndroidAzureiOSITSMMacOS

About the role

Key responsibilities & impact

Provide strong technical support and customer service within the End User Support function, ensuring exceptional service and reliable technology solutions.
Serve as a core member of the team with a daily focus on resolving complex technical issues as well as developing and maintaining operational documentation.
Act as an 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.
Manage and support modern endpoint deployments using Microsoft Intune (Windows, iOS, macOS, and Android).

Requirements

What you’ll need

Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
2 - 3+ years of experience providing end-user or desktop support preferably within an MSP environment.
Strong 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 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

Benefits

Comp & perks

Health insurance
Professional development
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingMicrosoft 365Windows 10Windows 11macOSMicrosoft IntuneAzure ADConditional AccessAutopilotBitLocker

Soft Skills

customer servicewritten communicationverbal communicationtime managementproblem-solving

Certifications

CompTIA A+CompTIA Network+CompTIA Security+Microsoft 365 Certified: Modern Desktop AdministratorITIL Foundation