Senior Engineer - End User Support (Enterprise End-User Services)

Accelya Services India•Miami, FL

1d•Hybrid

About The Position

Accelya is hiring a Senior Engineer - End User Support for its Enterprise End-User Services team in Miami, Florida, in a hybrid work environment. The role provides end-user computing support and IT services, including laptop imaging; hardware, operating system, and application installation and configuration; account and profile setup; password support; troubleshooting; and VIP support. The engineer follows ITIL processes, manages and resolves service requests and incidents, and coordinates escalations with the Service Desk, Enterprise Applications, Security, and other teams. The position supports the full lifecycle of end-user devices and services, from provisioning and monitoring through remote management, re-imaging, de-provisioning, and retirement. It also contributes to service enhancements, change implementations, documentation and knowledge-base materials, IT communications, and improvements to IT service delivery. The role requires close interaction with business users and customers, including follow-up through resolution, and independent management of workload and executive requests. Accelya describes itself as a global software provider to the airline industry, powering more than 200 airlines. It has over 2,000 employees across 10 global offices and is owned by Vista Equity Partners.

Requirements

At least 4–6 years of experience performing end-user support duties in a cross-cultural, multinational environment and a large, complex network environment.
Good knowledge of Microsoft M365 and Active Directory technologies.
Expertise supporting end-user computing hardware and software, including laptops, desktops, mobile phones, tablets, printers, Microsoft Office, remote access, video conferencing, and VDI.
Experience in an end-user desktop support or computer operations role.
Experience with Windows OS, Microsoft Office, O365, and M365 products.
Experience with patch management and printer and peripheral-device troubleshooting.
Experience documenting, tracking, and monitoring incidents and problems in IT service-management ticketing systems to ensure timely resolution.
Deep subject-matter expertise in hardware, peripherals, and enterprise software support; re-imaging and data migration; break-fix; international travel support; device backup and restore; mobility; email; IMACs; and ad-hoc technology-user support.
Experience with Active Directory, SCCM or ManageEngine, Intune, TCP/IP, DNS, DHCP, JAMF, VPN, and security tools such as SentinelOne or Trend Micro.
Ability to manage and organize workload and use available resources to resolve executive issues and requests.
Ability to learn quickly and use current technologies to develop and implement solutions in a high-pressure environment.
Experience following security and confidentiality policies and guidelines.
Ability to contribute as a team player and provide independent leadership for successful project outcomes.
Excellent communication, interpersonal, and analytical skills.
Experience performing system-administration responsibilities in an enterprise environment and supporting end-to-end technology services and solutions.
Experience supporting audio-video conferencing technology and live-meeting streaming.
Strong ability to communicate effectively, orally and in writing.
Reliable and cooperative team-player approach, with excellent customer service even in difficult situations.
Attention to detail, strong organization, and ability to set priorities.
Ability to work independently without daily supervision and exercise sound judgment and initiative.
Ability to succeed in a fast-paced, intellectually intense, service-oriented, multicultural environment.
Bachelor’s degree in a technical area such as Computer Science or Cyber Security.
Microsoft Certified Desktop Support Technician certification or equivalent.
IAT II certification, such as CompTIA Security+ CE, SSCP, CCNA, or equivalent, required at start.

Nice To Haves

PowerShell scripting background.
ITIL knowledge and experience with ITSM tools such as ServiceNow or ServiceDesk.
ITIL certification.
Expert use of ServiceNow AI or an equivalent platform, Microsoft Copilot, and Claude, ChatGPT, or equivalent for AI-powered service-desk automation, intelligent incident resolution, self-service IT support, advanced infrastructure management, and intelligent operations.
Proficiency with generative AI tools such as Claude, ChatGPT, or Copilot for technical design documents, architecture decisions, and team knowledge management.
Understanding of how AIOps and AI-powered automation are transforming enterprise IT operations at scale.
Experience using Microsoft Copilot for Microsoft 365 and AI-powered self-service tools to reduce IT support contacts and improve end-user productivity.

Responsibilities

Install and configure computer hardware, operating systems, and applications, including laptop imaging.
Monitor and maintain computer systems and networks.
Set up user accounts and profiles and resolve password issues.
Provide IT support, communicate resolutions, and follow ITIL processes.
Troubleshoot hardware, software, system, and network problems.
Track, route, and redirect problems to the appropriate resources.
Deliver IT services and VIP support to ensure optimal service.
Support technical troubleshooting and remediation for end-user systems and technologies.
Support end-user service enhancements and design and drive change implementations.
Work with Service Desk, Enterprise Applications, Security, and other teams to resolve escalations and outages.
Assess and identify solutions for advanced customer inquiries and help optimize IT service delivery processes.
Consult with and support business users regarding IT service operations.
Research service improvements and new service launches with business, IT, and user stakeholders.
Follow up with customers, provide feedback, and see problems through to resolution.
Document issues and help create knowledge-base documents for common problems.
Recommend procedure modifications or improvements where necessary.
Maintain and grow knowledge of IT support procedures, products, and services.
Manage end-user devices throughout their lifecycle, including provisioning, monitoring, remote management, re-imaging, de-provisioning, and retirement.
Manage workload and resources to resolve executive issues and requests.