Technology Services Engineer

Team: Infrastructure

Location: Syracuse, New York

Commitment: Full-time

Workplace Type: hybrid

What You’ll Do

• Endpoint Management & User Support: Provide day-to-day support for Microsoft Windows and Apple macOS devices, ensuring reliable operation and a positive end-user experience. Troubleshoot hardware, operating system, and application issues both remotely and on-site as needed. Support laptop provisioning, imaging, setup, repairs, replacements, and decommissioning. Assist with new hire onboarding and employee offboarding activities, including device preparation and access provisioning.
• Mobile Device Management: Support and manage Windows and Apple mobile devices using tools such as Microsoft Intune and Jamf Pro. Enroll, configure, and troubleshoot mobile devices to ensure compliance with company policies. Assist users with mobile device issues while maintaining security and data protection standards.
• Account & Access Support: Provide user support for Active Directory/Entra ID and identity-related requests such as password resets, account unlocks, and basic access troubleshooting. Coordinate access-related requests with appropriate IT teams when elevated permissions or approvals are required.
• Customer Service & Ticket Management:  Serve as a primary point of contact for technical support requests via ticket systems, chat, and in-person interactions. Triage, document, and resolve incidents and service requests in accordance with defined SLAs. Clearly communicate ticket status, next steps, and resolution to end users. Escalate issues to Endpoint, Infrastructure, or other specialized teams when appropriate, ensuring thorough documentation.
• Documentation & Knowledge Sharing: Maintain accurate and detailed documentation of support activities within the ticketing system. Contribute to internal knowledge bases by creating and updating FAQs, how-to guides, and troubleshooting articles. Follow established processes and contribute suggestions for improving service desk workflows and efficiency.
• Team Collaboration: Work collaboratively with other Service Desk team members and IT groups to resolve issues and improve service quality. Participate in team meetings, training, and process improvement initiatives.

What You’ll Need

Technical Skills & Experience

• Strong working knowledge of Microsoft Windows and Apple macOS operating systems.
• Hands-on experience with mobile device management tools such as Microsoft Intune and Jamf Pro.
• Familiarity with Active Directory/Entra ID user administration and basic access management.
• Experience using IT ticketing systems in a corporate or enterprise environment.
• Proficiency with computer hardware, peripherals, and common business applications.
• Basic networking knowledge (Wi-Fi connectivity, VPN) is a plus.
Professional Experience
• 4-6 years of experience in a customer service-focused IT roles such as Service Desk, Help Desk, or Endpoint Support.
• Experience supporting users in a corporate or enterprise technology environment.
• Exposure to patching, endpoint security, and vulnerability remediation is a plus.
Certifications (Preferred)
• Microsoft Certified: Modern Desktop Administrator
• Apple Certified Support Professional
• ITIL Foundation
Soft Skills & Qualities
• Strong troubleshooting and problem-solving skills with the ability to explain technical concepts to non-technical users.
• Excellent written and verbal communication skills.Detail-oriented, self-motivated, and capable of working independently or as part of a team.
• Customer-focused mindset with a commitment to service quality and professionalism.Flexibility

On-call & After Hours 

Ability to participate in an after-hours support or on-call rotation as required.