Desktop Engineer

TL;DR

Desktop Engineer (Microsoft Infrastructure): Providing advanced desktop and end-user support while assisting with Active Directory, Entra ID, Microsoft 365, networking, firewalls, and cloud infrastructure. Focus on diagnosing complex technical issues, coordinating escalations across support tiers, and maintaining reliable ticket resolution and client communication.

Location: Remote

Salary: $55,000–$60,000 per year

Company

hirify.global provides client-focused technology and IT infrastructure support services.

What you will do

• Provide advanced support for Windows endpoints, applications, mobile devices, peripherals, and desktop imaging.
• Diagnose and resolve issues involving Active Directory, Entra ID, Microsoft 365, Intune, Exchange, Citrix, firewalls, VPNs, and related infrastructure.
• Analyze support requests, identify root causes, recommend solutions, and follow escalation procedures.
• Collaborate with Tier 1, Tier 2, and Tier 3 teams on incidents affecting users, systems, and network environments.
• Monitor shared and individual ticket queues, prioritize urgent and aging tickets, and maintain accurate documentation.
• Communicate with end users, executives, vendors, and technical teams regarding status, timelines, troubleshooting, and resolutions.

Requirements

• 3–5 years of customer service-related experience and 1–2 years supporting backend IT infrastructure such as Exchange, Citrix, and Active Directory.
• Strong experience with Windows client and server operating systems, Office applications, Active Directory, Exchange, and desktop imaging.
• Experience with the Microsoft 365 Admin Portal, Azure AD, Entra ID, Autopilot, Intune, MDM, Microsoft Teams, mobile device support, firewalls, and VPNs.
• Ability to troubleshoot systematically, make sound decisions under pressure, multitask, and manage ticket queues effectively.
• Excellent written and verbal communication skills for working with technical and nontechnical stakeholders.
• Ability to work independently as a sole technical resource and collaborate effectively in a fast-paced, team-oriented environment.

Nice to have

• Microsoft MCP or MCSA certification.
• Experience supporting organization-wide client incidents and recurring technical problems.

Culture & Benefits

• Remote work in a client-focused, collaborative environment.
• Culture built around client success, teamwork, integrity, accountability, and transparency.
• Health, dental, and vision insurance.
• Retirement savings options and flexible time off.
• Professional development opportunities.
• Commitment to diversity, equity, and inclusion.