Help Desk Support Engineer (Microsoft Entra ID)

Location: Onsite in the Waltham/Burlington, Massachusetts area

Company

hirify.global is a strategic digital technology services provider delivering managed services, cybersecurity, cloud, and business modernization solutions to mid-market and enterprise organizations.

What you will do

• Resolve user issues received by phone, web tickets, ServiceNow, and direct escalations.
• Provide first- and second-level technical support and communicate issue status within service-level agreements.
• Maintain incident records, customer environment documentation, help desk documentation, and knowledge-base articles.
• Configure and image Windows and macOS desktops and laptops.
• Support laptops, desktops, thin clients, printers, mobile devices, peripherals, VPN clients, and basic network connectivity.
• Travel to remote client sites within 45 minutes of the home office one day per week and provide walk-in support at onsite facilities.

Requirements

• 3–5 years of help desk support experience.
• 2–5 years of Microsoft Entra ID or Azure AD experience.
• 1–3 years of customer service experience with phone-based and customer-facing technical support.
• Proficiency in at least three of Windows 10/11, Microsoft Office applications, Exchange/Microsoft 365 administration, and Azure/Entra ID administration.
• Experience with Windows/macOS imaging and configuration, basic LAN/WAN/wireless networking, VPN clients, hardware, printers, and mobile devices.
• Ability to troubleshoot multiple tickets in a fast-paced environment and communicate clearly with customers and vendors.

Nice to have

• Autopilot or Intune experience.

Culture & Benefits

• Full-time onsite work supporting client facilities.
• Opportunities to develop technical and customer service skills.
• Exposure to managed services, cybersecurity, cloud, automation, and business modernization projects.