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Aqueduct Technologies, Inc. · 3 months ago

Senior End User Support Engineer

Canton, MA

Full-time

Onsite

Mid, Senior Level

3+ years exp

Aqueduct Technologies is one of the fastest-growing IT services organizations in New England, specializing in delivering best-in-class solutions across various technology domains. They are seeking a Senior End User Support Engineer to provide advanced technical support, mentor junior engineers, and lead initiatives aimed at enhancing end-user experience and technology adoption.

Information ServicesInformation TechnologySoftwareTelecommunications

H1B Sponsor Likely

Responsibilities

Act as a senior escalation point for complex or persistent end-user issues across multiple environments

Provide expert-level support for desktops, laptops, mobile devices, applications, and collaboration platforms

Troubleshoot advanced issues involving identity, access, and security within Microsoft 365 and related ecosystems

Maintain detailed and accurate ticket documentation and ensure timely communication with end users

Lead or assist in deployment of new end-user technologies and projects

Manage and support modern endpoint deployments using Microsoft Intune (Windows, iOS, macOS, and Android)

Mentor junior and staff-level engineers through shadowing, knowledge sharing, and skill development

Foster collaboration within the support team to ensure consistency and continuous improvement

Partner with higher-level engineers and other departments on cross-functional initiatives

Participate in and lead end-user change control processes for system updates, patching, and rollouts

Evaluate and implement modern management policies in accordance with Microsoft Endpoint Manager and Azure AD frameworks

Identify and recommend improvements in documentation, tools, and workflows

Contribute to the automation of endpoint configuration, patching, and compliance reporting using PowerShell and Intune scripting capabilities

Maintain documentation of device provisioning workflows, including Autopilot enrollment and policy assignment

Contribute to the refinement of support procedures and best practices

Actively pursue ongoing technical and professional development

Participate in or lead internal training sessions for end-user technologies and support tools

Work with leadership to identify personal growth areas and future opportunities

Qualification

Microsoft IntuneMicrosoft 365Windows troubleshootingMacOS troubleshootingAzure ADITSM toolsPowerShell scriptingCustomer serviceProcess improvementMentoringCommunication skillsCollaboration

Required

Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)

3–5+ years of experience providing end-user or desktop support, with at least 1–2 years in a senior or escalation role, preferably within an MSP environment

Expert troubleshooting skills for Windows and macOS, Microsoft 365, and endpoint management tools

Strong customer service mindset with excellent written and verbal communication skills

Proven ability to mentor others and manage multiple priorities effectively

Experience with ITSM tools, remote management, and automation platforms

Knowledge of Microsoft Intune (Endpoint Manager), Azure AD, Conditional Access, Autopilot, and BitLocker configuration and troubleshooting

Proficiency in Windows 10/11 modern management, including hybrid-join and co-management scenarios

Experience with device compliance policies, configuration profiles, and reporting in Intune

Solid understanding of security, patching, and compliance best practices

Preferred

CompTIA A+, Network+, or Security+

Microsoft 365 Certified: Modern Desktop Administrator or equivalent

ITIL Foundation certification

Company

Aqueduct Technologies, Inc.

Aqueduct Technologies is an information technology company providing enterprise networking services.

Founded in 2010

Waltham, Massachusetts, USA

51-200 employees

http://aqueducttech.com

H1B Sponsorship

Aqueduct Technologies, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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2025 (1)

2024 (1)