Senior Support Engineer

ARCHER•Houston, TX

4h•Onsite

About The Position

The Senior Support Engineer provides Tier 2/3 end-user support and advanced troubleshooting across ARCHER’s end-user computing environment, Microsoft 365 services, and identity and access platforms. The role is an escalation point for complex issues and partners with the Service Desk to improve resolution quality and speed. It supports appropriate user access through licensing, RBAC, and policy enforcement; contributes to incident management and post-incident follow-up; maintains knowledge-base quality; and supports endpoint lifecycle operations with Intune, Autopilot, and related tooling. The position includes participation in an on-call rotation for business-critical services and is located in Houston, Texas. ARCHER Systems is a technology-enabled legal services company providing pre- and post-settlement administration services for single-event, mass tort, and class action cases. Its services include healthcare lien resolution and QSF administration and payments processing, as well as claims administration, probate and bankruptcy coordination, release administration, medical records review, and related intake and case-management services.

Requirements

Bachelor’s degree in Information Systems, Computer Science, or a related field, or equivalent practical experience.
At least 7 years of end-user, desktop, or IT support experience, including Tier 2/3 responsibilities in a Microsoft-centric environment.
Deep expertise troubleshooting Windows endpoints and enterprise productivity tools across operating systems, applications, identity, and device-management layers, using diagnostic methods such as logs, Event Viewer, and process analysis.
Strong working knowledge of Microsoft 365 administration and support, including Teams, Exchange/Outlook, SharePoint/OneDrive, shared mailboxes, distribution lists, and collaboration settings.
Experience participating in incident management and after-hours/on-call support for business-critical services, and willingness to participate in an on-call rotation.
Experience with identity and access management concepts and tools, including Entra ID and Active Directory, groups, access provisioning, RBAC, and least-privilege practices.
Endpoint-management experience with Intune and Autopilot, including enrollment/provisioning, policy troubleshooting, app-deployment support, and compliance remediation.
Proficiency with enterprise remote-support tools and secure methods for supporting users across multiple sites.
Ability to troubleshoot business-application installation, configuration, connectivity, authentication, and performance issues; identify likely causes and coordinate escalation to application owners or vendors.
Strong documentation discipline and process awareness, including ticket quality, knowledge articles, incident notes, and standard procedures.
Working knowledge of conference-room/AV support, such as Teams Rooms, and enterprise printing environments, including recurring room and peripheral issues.
Strong customer-service approach and ability to manage difficult escalations professionally, set expectations, and communicate clearly through resolution.
Demonstrated ability to mentor junior support staff, teach troubleshooting techniques, improve ticket quality, and reinforce standards and best practices.
Excellent written and verbal communication skills, including translating technical findings into user-friendly guidance and internal documentation.
Strong organizational skills and ownership, including prioritization, follow-through, cross-team coordination, and management of multiple concurrent issues.

Nice To Haves

ITIL Foundation certification or equivalent ITSM experience, including familiarity with incident, request, and change processes.
Microsoft certifications such as MD-102 (Endpoint Administrator), MS-102 (Microsoft 365 Administrator), or related role-based certifications.
Basic PowerShell scripting or automation experience to streamline support tasks and improve consistency.
Familiarity with conditional access policies and endpoint security tooling such as Defender for Endpoint, sufficient to triage user-impacting access or compliance issues.

Responsibilities

Provide Tier 2/3 support for Windows workstations, peripherals, collaboration tools, and complex technical issues.
Escalate and investigate Service Desk issues through deep triage, reproduction, root-cause analysis, and coordination with Infrastructure, Security, and vendors.
Troubleshoot Microsoft 365 services, including Exchange/Outlook, Teams, SharePoint/OneDrive, shared mailboxes, distribution lists, and related configurations.
Support conference rooms and meeting experiences, including Teams Rooms/AV where applicable, and respond to business-critical meeting issues.
Support workstation and network printing, including drivers, queues, permissions, and coordination with site contacts and vendors.
Administer identity and user access in Entra ID and Active Directory, including group membership, access assignments, and RBAC-aligned provisioning.
Help ensure users have appropriate licenses and access, partnering with IT leadership on least-privilege practices and access standards.
Support endpoint management in Intune, including enrollment, configuration and policy troubleshooting, software deployment, and compliance remediation.
Support device provisioning and lifecycle operations through Autopilot and standard build processes, including setup, rebuild or reimage where applicable, replacement, and decommissioning.
Manage end-user device and peripheral assignments, swaps, replacements, and decommissioning, maintaining accurate tracking and smooth user transitions.
Administer and support remote-access tooling and secure user-support workflows.
Coordinate with vendors and facilities partners on printers, conference-room/AV components, and other end-user services; track issues through resolution and document fixes and recurring patterns.
Own and improve the end-user support knowledge base, including articles, troubleshooting guides, and known-error documentation for Tier 1/2 and self-service use.
Develop and maintain runbooks, checklists, and standard operating procedures for recurring support tasks.
Identify recurring issues and recommend ways to reduce repeat incidents, including standardization, automation, policy changes, documentation improvements, or vendor remediation.
Contribute to support metrics and reporting, including ticket trends, repeat drivers, and backlog health, and recommend workflow and user-experience improvements.
Participate in incident management through advanced troubleshooting, user and business communications, and coordination with Infrastructure and Security to restore service.
Document incident timelines, contributing factors, and corrective actions; support post-incident follow-up and verification of fixes.
Participate as a subject matter contributor in CAB and operational reviews, validating end-user impact, readiness, and support requirements for planned changes.
Mentor end-user support colleagues by sharing troubleshooting approaches, reviewing tickets, and improving resolution quality and consistency.
Communicate clearly with users and stakeholders during escalations and outages, translating technical details into actionable guidance.
Partner with Infrastructure and Security teams on cross-domain issues involving identity, endpoint compliance, network connectivity, conditional access, and security tooling.
Drive issues through resolution, document outcomes, and proactively help prevent recurrence.