align46 Desktop Engineer provides hands-on technical support focusing on executives and VIP users in a corporate environment. The role includes troubleshooting hardware and software issues and supporting Microsoft 365 applications.
Responsibilities
Provide onsite deskside and end-user technical support at a key Managed Services client location.
Deliver a high level of customer service and technical support, with particular attention to executive and VIP users.
Own technical issues through resolution, maintaining clear communication and timely follow-up with clients throughout the support process.
Work effectively with users across varying levels of technical knowledge, translating technical concepts into clear, client-friendly language.
Troubleshoot desktop, laptop, connectivity, IP phone, printing, and application-related issues.
Support Microsoft 365 applications and services, including common desktop and productivity-related issues.
Install, configure, upgrade, and remove desktop applications, hardware, and user workstations.
Troubleshoot general workstation and infrastructure-related issues and help ensure end-user technology remains operational and reliable.
Escalate complex technical issues appropriately while maintaining ownership of the client experience and communication.
Accurately document troubleshooting steps, resolutions, and relevant client information in accordance with Managed Services processes.
Qualification
Hands-on experience with Microsoft 365Minimum of four years of desktopStrong commitment to customer serviceComfortable working in a fast-paced
Required
2–5 years of experience working within a Managed Services Provider (MSP) or similar client-facing IT support environment.
Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent professional experience and technical certifications.
Strong understanding of structured and systematic troubleshooting methodologies.
Experience supporting hybrid and cloud-based environments.
Hands-on experience with Microsoft 365, Exchange, Microsoft Intune, and Microsoft Entra ID (Azure AD).
Working knowledge of remote-access technologies, including VPN, virtual machines, Azure Virtual Desktop (AVD), and Remote Desktop.
Familiarity with Active Directory and Group Policy.
Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and basic connectivity troubleshooting.
Experience supporting users within the Hedge Fund, Alternative Investment, or Financial Services industry is strongly preferred.
Preferred
Minimum of four years of desktop, deskside, or end-user technical support experience.
Demonstrated ability to provide professional, high-touch support to executives, VIPs, and demanding client environments.
Strong commitment to customer service, issue ownership, follow-through, and timely resolution.
Excellent verbal and written communication skills with the ability to communicate professionally and courteously with clients.
Strong attention to detail with the ability to manage multiple priorities simultaneously.
Ability to work effectively both independently and as part of a collaborative support team.
Comfortable working in a fast-paced, dynamic environment where priorities may shift throughout the day.
Strong judgment and professionalism when handling sensitive client information and high-impact technical issues.
