Senior Endpoint Support Engineer

Accountabilities: Provide Tier 3 technical support for endpoint migration, deployment, provisioning, and post-migration stabilization activities. Diagnose and resolve complex Windows endpoint issues involving operating systems, drivers, applications, profiles, authentication, networking, peripherals, and device configurations. Support enterprise migration initiatives, including device replacement, operating system upgrades, hardware refreshes, profile and data migration, application deployment, and user cutovers. Investigate migration failures, deployment errors, application compatibility issues, configuration problems, and recurring endpoint incidents. Serve as a senior escalation point for Tier 1 and Tier 2 Service Desk teams, providing technical guidance, troubleshooting support, and knowledge transfer. Collaborate with Endpoint Engineering, Infrastructure, Security, and other technical teams to determine root causes and develop sustainable remediation strategies. Administer and troubleshoot endpoint management technologies such as Microsoft Intune, Microsoft Configuration Manager (SCCM/MECM), Autopilot, and comparable enterprise platforms. Troubleshoot Microsoft 365 applications and services, including Teams, Outlook, OneDrive, authentication, VPN, printing, and other business-critical endpoint services. Support endpoint security capabilities such as device compliance, encryption, endpoint protection, security policies, and related controls. Develop and maintain technical documentation, knowledge articles, troubleshooting procedures, and migration runbooks. Analyze incident and migration data to identify trends, recurring failures, automation opportunities, and process improvements. Participate in migration waves, cutovers, hypercare periods, and scheduled deployment activities, including occasional after-hours support when required. Coordinate with vendors and third-party support organizations when issues require external escalation. Ensure incidents and service requests are accurately documented and resolved according to established service management processes. Requirements High school diploma or equivalent, with at least 2 years of relevant experience; 5+ years of enterprise IT support, desktop engineering, endpoint management, or service desk experience is strongly preferred. Demonstrated Tier 3 or advanced technical support experience in a large enterprise environment. Strong Azure, Microsoft Intune, and SCCM/MECM background. Extensive experience troubleshooting Windows 10/11 endpoints and Microsoft 365 environments. Hands-on experience with endpoint deployment and management technologies including Intune, MECM/SCCM, Autopilot, Group Policy, Active Directory, and/or Microsoft Entra ID. Experience supporting enterprise endpoint migrations, hardware refreshes, operating system upgrades, or large-scale device deployments. Strong understanding of networking fundamentals, including DNS, DHCP, TCP/IP, VPN, Wi-Fi, and authentication. Experience troubleshooting endpoint applications, drivers, peripherals, certificates, user profiles, and system configurations. Ability to analyze logs, system information, and diagnostic data to isolate complex technical issues. Strong incident management, problem management, troubleshooting, and root-cause analysis capabilities. Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences. Ability to work independently while collaborating effectively with distributed technical teams. Ability to maintain compliance with applicable DoD 8570 requirements. Active Secret security clearance is required. Experience supporting large-scale Windows 11 migrations or enterprise device modernization programs is preferred. Experience with PowerShell scripting, endpoint automation, Microsoft Entra ID, Conditional Access, Defender for Endpoint, BitLocker, and endpoint compliance is preferred. ITIL certification or experience working within an ITIL-based service management environment is preferred. Microsoft certifications related to endpoint administration, Microsoft 365, or Azure are a plus. Experience working in project-based migration, modernization, or transformation environments is preferred. Benefits Annual salary range of $115,000–$120,000 . Fully remote position within the United States. Opportunity to work on enterprise-scale endpoint modernization and migration initiatives. Exposure to Microsoft Azure, Intune, SCCM/MECM, Autopilot, Entra ID, Microsoft 365, and endpoint security technologies. Senior-level technical ownership and opportunities to influence endpoint support and operational processes. Collaboration with Endpoint Engineering, Infrastructure, Security, Service Desk, vendors, and other technical stakeholders. Opportunity to contribute to automation, root-cause analysis, process improvement, and technical knowledge development. Mission-focused environment supporting complex federal and defense-sector technology requirements.