Serve as the senior escalation point for end-user IT support, solving complex user issues in a Microsoft-centric environment, and maintaining user support documentation.
Overview
We are seeking a highly skilled, customer-focused IT professional to serve as the senior-most escalation point for end-user technical support across our 170+ person engineering design firm. This is fundamentally a people-first role: the ideal candidate is someone who genuinely enjoys solving problems for users, communicates clearly with both technical and non-technical staff, and takes ownership of issues through to resolution.
You will operate within a Microsoft-centric environment (Windows, M365, Azure) and work collaboratively with external IT consultants who manage backend infrastructure and cloud architecture. Your job is not to design or engineer those systems; it's to deeply understand them, support the people who depend on them, and be the final internal resource when standard help desk support can't resolve an issue.
Core Responsibilities
What We're Looking For
Customer service & communication
Work Environment
What This Role Is Not -
This is not a network engineering or cloud architecture position. We have consulting partners who own infrastructure design, Azure backend configuration, and network management. We need someone who can work effectively alongside those partners — not replace them.
We are seeking a highly skilled, customer-focused IT professional to serve as the senior-most escalation point for end-user technical support across our 170+ person engineering design firm. This is fundamentally a people-first role: the ideal candidate is someone who genuinely enjoys solving problems for users, communicates clearly with both technical and non-technical staff, and takes ownership of issues through to resolution.
You will operate within a Microsoft-centric environment (Windows, M365, Azure) and work collaboratively with external IT consultants who manage backend infrastructure and cloud architecture. Your job is not to design or engineer those systems; it's to deeply understand them, support the people who depend on them, and be the final internal resource when standard help desk support can't resolve an issue.
Core Responsibilities
- Serve as the Tier 3 escalation point for all end-user IT support across Windows, M365, and Azure-integrated services
- Diagnose and resolve complex user-facing issues related to endpoints, authentication, cloud applications, and connectivity
- Act as the internal liaison with external network and cloud consultants during implementations, maintenance windows, and incident response — translating technical changes into user impact and support readiness
- Maintain working knowledge of the firm's Azure/M365 environment sufficient to support users and coordinate effectively with consultants
- Develop and maintain internal documentation, known issue logs, and support procedures
- Support onboarding and offboarding of staff, including account provisioning, device setup, and access management
What We're Looking For
Customer service & communication
- Demonstrated history of excellent end-user support — patient, clear, and solutions-oriented
- Comfortable supporting non-technical users in a fast-paced professional environment
- Ability to set expectations, communicate status, and follow through on open issues
- Strong working knowledge of Windows desktop OS, M365 applications (Teams, Outlook, SharePoint, OneDrive), and Azure AD / Entra ID
- Experience supporting hybrid environments (cloud + on-prem)
- Ability to troubleshoot issues spanning endpoints, user authentication, access/permissions, and cloud-based applications
- Familiarity with endpoint management tools (e.g., Intune or similar MDM platforms)
- Exposure to tools common in AEC or engineering environments (e.g., Autodesk products, large file workflows, CAD/BIM application support)
- Experience in a professional services or design/engineering firm setting
Work Environment
- Hybrid (NYC area) — minimum 2 days/week in office, with increased on-site presence expected during any new hire onboarding
- Occasional after-hours availability for critical incidents
What This Role Is Not -
This is not a network engineering or cloud architecture position. We have consulting partners who own infrastructure design, Azure backend configuration, and network management. We need someone who can work effectively alongside those partners — not replace them.
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