> Markdown version of [/jobs/ext/2020929-support-engineer](https://www.wearedevelopers.com/jobs/ext/2020929-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Support Engineer

- **Company:** TechSoup Global
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $61,000.0 - $75,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Amazon Web Services, Apple Mac Systems, Microsoft Outlook, Cloud Storage, Collaborative Software, Information Systems, Computer Terminals, Domain Name System (DNS), Information Technology Operations, Local Area Networks, Network Security, Enterprise Messaging Systems, Windows PowerShell, Queue Management Systems, Azure Active Directory, Microsoft SharePoint, Software Deployment, Cisco Anyconnect, Microsoft Power Automate, Microsoft InTune, Web Filtering, Adobe, Os Ticket, Information Technology, Deployment Automation, DocuSign, Cisco
- **Published:** August 11, 2026
- **Apply:** http://techsoup.theresumator.com/apply/jobs/details/ZG3jIQsQBq

## About the Role

* 4-6+ years' experience with system operations and support, implementation and management of information resources concentrated in Infrastructure Systems Support, including Local Area Networks, enterprise servers, messaging systems and phone systems.

 * Microsoft 365 administration: Exchange Online, Teams, SharePoint Online, OneDrive; basic PowerShell preferred.

 * Intune (MDM/MAM): enrollment, compliance, profiles, Autopilot/imaging; Windows/macOS support.

 * Security & networking: Microsoft Defender, Cisco AnyConnect and Umbrella concepts; identity/access troubleshooting (MFA, Conditional Access).

 * Core skills: Root-cause analysis, clear documentation, structured communication, customer empathy, and collaboration across time zones.

 * Excellent technical and non-technical communication skills, both written and verbal, with proven ability across all levels, both inside and outside the company.

 * Strong customer service focus and experience working with end-users and senior leadership.

 * Ability to work in both strategic and operational (implantation) environments.

Nice to Have

 * Familiarity with Microsoft Purview information protection basics (label-aware behaviors) in support contexts.

 * Automation (Power Automate and Copilot Studio) /scripting for endpoint tasks (PowerShell), packaging tools, or remote support platforms.

Education and Experience

 * Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent professional experience may be considered in place of formal education.

 * Experience working with or managing an external MSP (Managed Service Provider), including ticket triage, queue management, and vendor relationship coordination.

 * Hands-on experience delivering infrastructure or operational projects, such as cloud storage migrations (e.g., Box to OneDrive/SharePoint), e-signature platform transitions (e.g., DocuSign to Adobe), or data protection audits (e.g., Druva).

 * Strong knowledge of Windows, macOS, Microsoft 365, Azure AD/Entra ID, and collaboration platforms (Teams/SharePoint/OneDrive).

 * Familiarity with EU data protection expectations (GDPR), security best practices, and compliance requirements relevant to IT operations.

 * Experience supporting a distributed or international workforce, with the ability to communicate technical concepts clearly to non-technical users.

 * Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals/Administrator, Cisco, AWS or other computer certifications) preferred are a plus but not required.

## Description

TechSoup seeks a Support Engineer with a background in information technology, systems administration and deployment, application, and infrastructure to help build, operate, and maintain our internal and external systems. The ideal candidate will be an IT expert with experience in infrastructure design and support, vendor management, and internal customer support. The Support Engineer will provide oversight, troubleshooting and resolution of computer related problems, be responsible for daily monitoring of Information Systems functions, and helpdesk queue and management of Tech Impact's MSP day-to-day activities., The Support Engineer is a senior individual contributor who manages the MSP (Tech Impact), supports Tier 2 or 3 escalations, drives improvements to endpoint services and collaboration tools, and lifts service quality via documentation, automation, and proactive problem management. This role is senior to Desktop Support Engineer positions and non-managerial, collaborating closely with Infrastructure and Operations Teams to deliver reliable, secure, and user-friendly experiences across our systems., * Support Queue Management: Oversee the MSP Tech Impact support queue, ensuring efficient ticket resolution and maintaining a strong day-to-day partnership with the provider to deliver seamless IT services.

 * Advanced incident & request handling: Own escalations across Windows/macOS, Entra ID (Azure AD), and Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive); resolve complex identity, mailbox, and collaboration issues.

 * Full device lifecycle management & configuration: Administer end-to-end device management using and keeping current Intune configuration and troubleshooting enrollment, compliance policies, device profiles, Autopilot/imaging, and application deployment; contribute packaging and rollout playbooks aligned to TechSoup standards.

 * Security & access: Support endpoint protection (Microsoft Defender & Cisco Secure Endpoint), DNS/web filtering (Cisco Umbrella), and conditional access; validate exceptions with Infrastructure and document decisions.

 * Microsoft 365 service ownership: Coordinate with service owners to implement safe changes (e.g., Teams/SharePoint settings, mailbox configurations, meeting policies, room/resource management). Partner on end-to-end improvements (automation, policies, telemetry). Train staff in the use of industry best practices, established engineering methodologies and document procedures.

 * Knowledge, documentation, and enablement: Create/maintain runbooks and SOPs (e.g., Active Directory & Exchange onboarding guides) and contribute to self-service articles that reduce ticket volume. Provide targeted coaching to Tech Impact tier one and two support engineers; design internal "how-to" guides and quick tips for end users/ staff.

 * Service reliability & continuous improvement: Analyze ticket trends and SLAs; propose fixes (config changes, SOPs, training content, or automation). Participate in change reviews and pilot rollouts; ensure changes are documented and reversible.

 * Strategic IT/ Ops Projects: Lead and/ or be a technical lead on strategic IT, Ops and Infrastructure initiatives, such as quarterly infrastructure audits (e.g., Druva) and technology transitions between providers (e.g., Box to OneDrive/SharePoint or DocuSign to Adobe), ensuring minimal disruption and alignment with organizational goals. Evaluate new systems and tools, provide analysis, and make recommendations., Global remote with async collaboration; preference non-pacific time zone's location (US east coast or Europe) to enhance overlap with Operations and Infrastructure. Occasional scheduled maintenance windows and cross-region handoffs; light on-call rotation may apply (if required by project).

While performing the duties of this job, the employee may be exposed to various components of an office environment such as fluorescent lighting, pollen, dust, recycled air, cooling fans, Video Display Terminals, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise.

This description is a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties associated with the position. Further, the description does not constitute a contract between the employee and employer, and the organization maintains the right to change the job duties for this position at its discretion.

TechSoup Values

 * Promote Trust: We listen to and learn from each other. We practice openness, collaboration, fairness, and sharing for the greater benefit of all.

 * Show Courage: We step forward to create an open dialogue about complex issues and work together to forge ahead.

 * Be Resourceful: We are problem solvers and constantly aim to find creative solutions to get the job done.

 * Strive for an Equitable Planet: We are devoted to fostering respect, inclusion, and tolerance.

 * Be Relevant: As global citizens in the changing landscape, we strive to better serve our communities, our colleagues and stakeholders, and the world at large.

 * Inspire: We innovate and find new ways to create impact, to inspire, and to engage others.

TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance.

TechSoup has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. Additional functions and requirements may be assigned by managers as deemed appropriate. This document does not represent a contract of employment, and TechSoup reserves the right to change this position description and/or assign tasks for the employee to perform, as TechSoup may deem appropriate.


## Related Videos

- [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure)
- [3x Performance: A Humbling Journey](https://www.wearedevelopers.com/videos/100165-3x-performance-a-humbling-journey)
- [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team)
- [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies)
- [NoCode LiveCode: Leveraging AI Tools to Craft Fully Functional Apps!](https://www.wearedevelopers.com/videos/1169-nocode-livecode-leveraging-ai-tools-to-craft-fully-functional-apps)
- [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy)

## Related Articles

- [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)
- [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers)
- [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)