End User Engineer

About the role • Communicate effectively with clients to understand their technology needs and provide tailored recommendations. • Lead the implementation, configuration, and ongoing support of email and web security platforms including INKY, Proofpoint, Cisco Umbrella, and Mimecast. • Troubleshoot complex technical issues and perform thorough Root Cause Analysis (RCA), especially in areas related to email filtering, phishing protection, and secure web access. • Solve complex technical problems and support junior team members through mentorship and knowledge sharing. • Work within a ticketing system, ensuring timely and high-quality updates to clients and internal teams. • Lead system deployments independently or collaboratively with team members. • Document all completed work and train support staff on client-specific systems and configurations, including security platform usage and incident response procedures. What you'll do • Self-starter with the ability to resolve issues end-to-end with minimal supervision, including RCA and actionable recommendations. • Proven hands-on experience with desktop support; comfortable handling escalations for advanced desktop issues. • Demonstrated experience in configuring and supporting email and web security platforms such as INKY, Proofpoint, Umbrella, and Mimecast. • Ability to analyze and respond to email threats, phishing attempts, and web filtering issues using the above platforms. • Excellent communication skills in both writing and speaking; confident when working with clients, internal teams, and external vendors. • Willingness to participate in on-call rotations and respond to escalations from systems engineers and team leads. • Flexibility to work extended hours or weekends for client implementations, upgrades, or critical projects. • Strong team collaboration skills; expected to share knowledge and work transparently with peers. • Capable of producing detailed technical documentation for new processes, implementations, and project work. Qualifications Required: • Minimum 5 years of IT support experience, including time spent in a Managed Service Provider (MSP) environment handling diverse technical challenges across different client setups. • Expert-level knowledge of Microsoft 365: security, administration, deployment, and migration. • Strong skills in Microsoft Windows, macOS, Microsoft Entra ID, Intune, Exchange, Defender, and endpoint protection. • Solid understanding of Azure infrastructure: cost optimization, performance, security, and Azure Landing Zones. • Proficiency in Intune MDM: policy creation, device enrollment, and management. • SharePoint administration and migration strategy knowledge. • Experience with DNS, DHCP, Active Directory, and Group Policy. • Knowledge of email and security tools (Umbrella 365, INKY, Proofpoint) and email protocols (SPF, DMARC, DKIM). • Skilled in patching, software packaging, and modern device setup methods. Preferred: • Experience in regulated environments (SOC2, HIPAA, HiTrust). • Automation experience with tools like Chef, Puppet, Ansible, or Salt. • Microsoft Azure certifications.