Desktop Support Engineer

MetTel•Guaynabo, PR

3d•Onsite

About The Position

MetTel is seeking a Desktop Support Engineer to deliver enterprise-level end-user support in a Microsoft-centric environment that includes Windows 11, Microsoft 365, Entra ID, and Intune. The role resolves hardware, software, and connectivity issues and helps maintain reliable, secure endpoint performance. The ideal candidate has strong troubleshooting expertise, a customer-first mindset, and a commitment to service excellence. The engineer provides Level 1 and Level 2 support through phone, email, chat, remote support, and in-person assistance. The position also supports user accounts and access, endpoint deployment and management, employee onboarding and offboarding, IT projects, incident documentation, and adherence to security and compliance standards. The role works with technical teams to escalate issues that require further expertise. The listed U.S. pay is up to $50,000 annually. Compensation varies by work location and may depend on the candidate’s job-related knowledge, skills, experience, and abilities.

Requirements

At least 2 years of experience in desktop support, service desk, technical support, or endpoint engineering.
Strong Windows 10/11 troubleshooting and administration experience.
Hands-on experience with Microsoft 365.
Working knowledge of Active Directory and Microsoft Entra ID.
Experience with Microsoft Intune or another enterprise endpoint-management platform.
Solid understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Experience working with an enterprise ITSM or ticketing system.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent verbal and written communication skills.
Strong customer-service orientation.
Ability to prioritize and manage multiple incidents in a fast-paced enterprise environment.
Equivalent professional experience and industry certifications may be considered.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field is preferred.
Microsoft MD-102, AZ-900, or a related Microsoft certification.
CompTIA A+ certification.
Experience with Microsoft Defender or Carbon Black for Endpoints.
Experience with Intune or other software-deployment platforms.
Experience supporting 200 or more users in an enterprise environment.
Experience with endpoint security, patch management, and vulnerability remediation.
Experience with IT asset lifecycle management.

Responsibilities

Provide Level 1 and Level 2 technical support through phone, email, chat, remote support, and in-person assistance.
Diagnose and resolve Windows workstation, laptop, peripheral, software, printing, and connectivity issues.
Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
Administer and troubleshoot user accounts, permissions, authentication, and access using Active Directory and Microsoft Entra ID.
Manage and support Windows endpoints through Microsoft Intune and related endpoint-management technologies.
Deploy, configure, patch, and maintain desktops, laptops, applications, and peripherals.
Troubleshoot VPN, Wi-Fi, DNS, DHCP, TCP/IP, and other basic network connectivity issues.
Support employee onboarding and offboarding, workstation deployments, hardware refreshes, and technology moves.
Monitor and resolve incidents and service requests through an ITSM platform such as ServiceNow or Jira.
Maintain accurate documentation of incidents, resolutions, procedures, and IT assets.
Escalate complex infrastructure, network, security, and application issues to appropriate technical teams.
Assist with enterprise IT projects, migrations, upgrades, and technology deployments.
Follow IT security, endpoint configuration, change-management, and compliance standards.
Provide customer service and communicate technical issues clearly to technical and non-technical users.