End User Engineer

Netrio • McKinney, TX

1d

About The Position

This role involves communicating effectively with clients to understand their technology needs and provide tailored recommendations. The End User Engineer will lead the implementation, configuration, and ongoing support of email and web security platforms, troubleshoot complex technical issues, and perform Root Cause Analysis (RCA). The position requires solving complex technical problems, supporting junior team members, working within a ticketing system, leading system deployments, and documenting completed work. The ideal candidate is a self-starter capable of resolving issues end-to-end with minimal supervision, comfortable handling escalations for advanced desktop issues, and possesses demonstrated experience in configuring and supporting email and web security platforms. The role also involves analyzing and responding to email threats, phishing attempts, and web filtering issues, and requires excellent communication skills. Willingness to participate in on-call rotations, respond to escalations, and work extended hours or weekends for client implementations, upgrades, or critical projects is necessary. Strong team collaboration skills, knowledge sharing, and the ability to produce detailed technical documentation are expected.

Requirements

• Minimum 5 years of IT support experience, including time spent in a Managed Service Provider (MSP) environment handling diverse technical challenges across different client setups.
• Expert-level knowledge of Microsoft 365: security, administration, deployment, and migration.
• Strong skills in Microsoft Windows, macOS, Microsoft Entra ID, Intune, Exchange, Defender, and endpoint protection.
• Solid understanding of Azure infrastructure: cost optimization, performance, security, and Azure Landing Zones.
• Proficiency in Intune MDM: policy creation, device enrollment, and management.
• SharePoint administration and migration strategy knowledge.
• Experience with DNS, DHCP, Active Directory, and Group Policy.
• Knowledge of email and security tools (Umbrella 365, INKY, Proofpoint) and email protocols (SPF, DMARC, DKIM).
• Skilled in patching, software packaging, and modern device setup methods.
• Self-starter with the ability to resolve issues end-to-end with minimal supervision, including RCA and actionable recommendations.
• Proven hands-on experience with desktop support; comfortable handling escalations for advanced desktop issues.
• Demonstrated experience in configuring and supporting email and web security platforms such as INKY, Proofpoint, Umbrella, and Mimecast.
• Ability to analyze and respond to email threats, phishing attempts, and web filtering issues using the above platforms.
• Excellent communication skills in both writing and speaking; confident when working with clients, internal teams, and external vendors.
• Strong team collaboration skills; expected to share knowledge and work transparently with peers.
• Capable of producing detailed technical documentation for new processes, implementations, and project work.

Nice To Haves

• Experience in regulated environments (SOC2, HIPAA, HiTrust).
• Automation experience with tools like Chef, Puppet, Ansible, or Salt.
• Microsoft Azure certifications.

Responsibilities

• Communicate effectively with clients to understand their technology needs and provide tailored recommendations.
• Lead the implementation, configuration, and ongoing support of email and web security platforms including INKY, Proofpoint, Cisco Umbrella, and Mimecast.
• Troubleshoot complex technical issues and perform thorough Root Cause Analysis (RCA), especially in areas related to email filtering, phishing protection, and secure web access.
• Solve complex technical problems and support junior team members through mentorship and knowledge sharing.
• Work within a ticketing system, ensuring timely and high-quality updates to clients and internal teams.
• Lead system deployments independently or collaboratively with team members.
• Document all completed work and train support staff on client-specific systems and configurations, including security platform usage and incident response procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed