Systems Support Engineer II

Red River is seeking a Systems Support Engineer II to join our growing team! This position will work onsite with one of our clients in Sydney, AUS. This role delivers premium workplace technology services to C-Suite executives, VIP users, and office-based staff, ensuring a reliable and seamless end-user experience. The engineer will handle day-to-day onsite support, device lifecycle tasks such as laptop rebuilds and refreshes, and general workplace technology needs across Windows, macOS, and mobile platforms. This position requires a polished customer-facing presence, strong communication skills, and the ability to respond with urgency, empathy, and professionalism in a fast-paced, executive-level environment.

Primary Position Tasks:

• Provide daily onsite support for C-Suite executives, VIP users, and office staff, ensuring fast, professional, and customer-focused resolution of issues.

• Deliver hands-on Windows and macOS support, including OS troubleshooting, hardware issues, performance problems, and peripheral setups.

• Manage and support endpoint devices through Intune (Windows/iOS/Android) and JAMF (macOS), including enrollment, compliance, and policy troubleshooting.

• Perform laptop imaging, rebuilds, and refreshes using SCCM and PXE-based workflows.

• Support Exchange Online and Microsoft 365 applications, including Outlook client issues, mailbox access, and user configuration needs.

• Provide iOS and Android device support, including MDM enrollment, email setup, and basic app support.

• Handle general end-user support tasks, including password resets, account lockouts, onboarding/offboarding activities, and profile-related issues.

• Troubleshoot and support printers and scanners, including connectivity, driver issues, and device configuration.

• Document all work in ServiceNow, follow established KBAs/SOPs, and coordinate escalations with backend teams while owning communication and follow-through.

• Provides after-hours on-call support to VIP escalations.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration - You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team., + 5+ years of hands-on IT support experience in a large enterprise environment providing desktop, end-user, and onsite technical support.

• Demonstrated experience supporting both Windows and macOS platforms, including hardware troubleshooting, rebuilds, and imaging processes.

• Intermediate experience with Active Directory and Azure AD, including user management, group membership, MFA issues, and identity-related troubleshooting.

• Working knowledge of Microsoft 365 and Exchange Online administration, including mailbox management, permissions, license assignment, profile issues, and service-related troubleshooting.

• Practical experience with endpoint management tools, specifically Intune (Windows/iOS/Android) and JAMF (macOS).

• Proven ability to deliver onsite, customer-facing support for VIP and C-Suite users with strong communication, professionalism, and urgency.

• Ability to handle high-pressure situations and deliver solutions quickly.

• Experience working with ServiceNow or similar enterprise ticketing systems, including adherence to KBAs, Ticket/Queue Management, SLA compliance, and escalation workflows.

Preferred Education/Certification/Experience:

• Exposure to network basics, such as VLAN concepts, port activation checks, and LAN/Wi-Fi troubleshooting before escalation.

• Strong understanding of ITIL practices, especially Incident, Request, and Problem Management.

• Preferred Certifications: Microsoft 365 Fundamentals (MS-900), Microsoft Azure Fundamentals (AZ-900), CompTIA A+, CompTIA Cloud+, Microsoft 365 Endpoint Administrator Associate (MD-102)

Knowledge, Skills, and Abilities:

• Strong proficiency in Windows and macOS operating systems, including understanding of system behavior, user profiles, permissions, and configuration fundamentals.

• Solid knowledge of enterprise endpoint management principles across Intune and JAMF, including compliance, policy flow, application deployment, and device lifecycle concepts.

• Working understanding of Microsoft 365 and Exchange Online, including mailbox structures, permissions, licensing concepts, and how identity services interact across the platform.

• Strong grasp of Active Directory and Azure AD identity fundamentals, including authentication flows, MFA logic, group membership models, and access governance.

• Familiarity with SCCM imaging and deployment principles, including task sequences, PXE boot mechanics, workstation preparation, and provisioning standards.

• Demonstrated experience supporting end-to-end onboarding and offboarding workflows, including account readiness, access configuration, device preparation, and guiding users through their first-day experience.

• Strong customer service and service empathy, with the ability to communicate calmly, respectfully, and professionally with VIP/C-Suite users and their delegated staff (executive assistants, chiefs of staff).

• Ability to maintain a clean, organized, and professional work environment, including workstation setup standards, cable management, and diligence in preparing areas used by executive stakeholders.

• Skilled in using ServiceNow for case tracking, prioritization, categorization, and adherence to enterprise workflows, including proper application of KBAs and SOPs.

• Ability to think analytically and troubleshoot issues methodically, applying root-cause thinking and escalating appropriately while maintaining ownership.

• Strong interpersonal, written, and verbal communication skills, with the ability to translate technical concepts into clear, user-friendly explanations.

• Demonstrated ability to collaborate effectively with engineering teams, service delivery managers, security teams, and external vendors, maintaining alignment and accuracy in all communication., + Must successfully pass a background check and drug screening., + U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit (http://redriver.com/wp-content/uploads/2024/12/2025-Red-River-Technology-BAAG_12.19.24-1.pdf) offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

Red River (Concord, NH) At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships., Red River brings together the ideal combination of talent, partners and products to disrupt the status quo in technology and drive success for business and government. Red River serves organizations well beyond traditional technology integration, with more than 20 years experience in security, networking, analytics, collaboration, mobility and cloud solutions. Our operations, support, sales and technical teams all work together to create a positive impact on citizens, soldiers, consumers and employees. That's what it means to Rock the Red. Are you ready? + We work with purpose, looking to disrupt the status quo in meaningful ways. + We act with integrity, showing respect for all and demonstrating our commitment to ethics + We value collaboration and work as a team to accomplish goals + We elevate creativity, and support curiosity to re-imagine the use of technology + We have a strong work ethic, and seek continuous improvement in all we do + We embrace philanthropy, working together to drive positive change and lasting impact within communities around us Please see the linked document below for our consumer privacy notice. The notice provides you with information about what Red River Technology LLC and its affiliates (collectively referred to as "Company", "we", "our" or "us") may collect about you, how this information may be used by Company, your privacy rights and the Company's obligations in accordance with California Consumer Privacy Act of 2018 ("CCPA") and the California Privacy Rights Act of 2020 ("CPRA").