Senior End User Support Engineer

The Senior End User Support Engineer is a critical part of Aqueduct’s mission to deliver the right solution, not just the fastest one. You’ll embody our values of professionalism, empathy, and technical excellence, while maintaining a strong focus on customer satisfaction and team collaboration. We’re looking for someone who thrives on solving complex problems, sharing knowledge freely, and takes pride in helping others succeed., * 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).

Collaboration & Mentorship

• 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.

Change Control & Process Improvement

• 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.

Training & Growth

• 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.

• 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.

Certifications (Preferred)

• CompTIA A+, Network+, or Security+
• Microsoft 365 Certified: Modern Desktop Administrator or equivalent
• ITIL Foundation certification

Aqueduct Technologies is one of the fastest-growing IT services organizations in New England. We specialize in delivering best-in-class solutions across networking, security, collaboration, cloud, and data center infrastructure. Our mission is to empower our customers through technology while maintaining a people-first culture that supports our employees’ success.