Senior Engineer - End User Support (Enterprise End-User Services)

Location: Miami, Florida, United States; hybrid remote/office working environment.

Company

hirify.global is a global software provider for the airline industry, delivering an open, modular platform used by more than 200 airlines.

What you will do

• Install, configure, image, monitor, maintain, and retire end-user hardware, operating systems, applications, and mobile devices.
• Provide advanced desktop, network, VIP, and business-user support, including troubleshooting hardware, software, peripherals, remote access, video conferencing, and VDI.
• Manage incidents, service requests, escalations, outages, and resolutions through ITIL-based processes and ITSM tools.
• Support end-user service enhancements, technology launches, change implementations, documentation, and knowledge-base development.
• Collaborate with Service Desk, Enterprise Applications, Security, business users, and other teams to resolve complex issues and improve service delivery.
• Support enterprise systems administration, security, device provisioning, data migration, backup and restore, and international travel technology needs.

Requirements

• 4–6 years of end-user support experience in a large, complex, multinational environment.
• Strong experience with Windows, Microsoft Office, Microsoft 365, Active Directory, endpoint hardware, mobile devices, printers, peripherals, and enterprise software.
• Experience with SCCM or ManageEngine, Intune, JAMF, VPN, TCP/IP, DNS, DHCP, security tools, patch management, and full device lifecycle management.
• Experience with ITSM ticketing systems, ServiceNow or ServiceDesk, ITIL processes, PowerShell, system administration, and audio/video conferencing technologies.
• Bachelor’s degree in a technical field and a Microsoft desktop support certification or equivalent.
• IAT II certification, such as CompTIA Security+ CE, SSCP, CCNA, or equivalent, is required at the start.

Nice to have

• ITIL certification.
• Experience with ServiceNow AI, Microsoft Copilot, Claude, ChatGPT, or equivalent AI tools for service desk automation and knowledge management.
• Understanding of AIOps and AI-powered automation for enterprise IT operations.

Culture & Benefits

• Hybrid remote/office working environment with flexible working hours.
• Focus on work-life balance.
• Open, dynamic, multicultural, and service-oriented environment.
• Challenging work supporting airline-industry technology and enterprise IT services.