IT Help Desk Engineer II
About The Position
Why Tosca? Tosca is a global leader in reusable packaging solutions, helping customers build more sustainable and efficient supply chains. Our IT team supports a fast-paced headquarters environment and plays a key role in keeping our business running smoothly. What You'll Do: Provide Tier 2 technical support for HQ users, including executive and VIP leadership. Troubleshoot hardware, software, and end-user technology issues in Windows and macOS environments Support Microsoft 365, Azure Entra ID (Azure AD), and Microsoft Intune / Endpoint Manager Assist with mobile device management, MFA, and endpoint security Support laptops, peripherals, printers, scanners, conference room AV, and mobile devices Document incidents and resolutions accurately in the service desk ticketing system Partner with the Infrastructure and Network teams to resolve escalated issues Identify recurring issues and suggest process or technology improvements
Requirements
- 4–6 years of IT Service Desk or End-User Support experience (Tier 2 preferred)
- Experience providing professional, white-glove support to executives or VIP users
- Strong working knowledge of Microsoft Intune, Microsoft 365, and Windows/macOS
- Excellent communication skills and a customer-focused mindset
- Ability to work effectively in a hybrid, fast-paced environment
Nice To Haves
- Associate’s degree preferred; equivalent experience accepted
Responsibilities
- Provide Tier 2 technical support for HQ users, including executive and VIP leadership.
- Troubleshoot hardware, software, and end-user technology issues in Windows and macOS environments
- Support Microsoft 365, Azure Entra ID (Azure AD), and Microsoft Intune / Endpoint Manager
- Assist with mobile device management, MFA, and endpoint security
- Support laptops, peripherals, printers, scanners, conference room AV, and mobile devices
- Document incidents and resolutions accurately in the service desk ticketing system
- Partner with the Infrastructure and Network teams to resolve escalated issues
- Identify recurring issues and suggest process or technology improvements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
