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About the role
Position Summary The IT Support Services Technician provides Tier 2 and Tier 3 technical support for endpoint devices and user-facing technologies. This role delivers advanced troubleshooting, deskside support, device lifecycle management, and resolution for complex issues escalated from Frontline Support while coordinating with platform teams when issues require platform-level changes. Essential Duties and Responsibilities Provide Tier 2 and Tier 3 technical support for endpoint devices including desktops, laptops, peripherals, and related hardware.Perform deskside troubleshooting and in-person technical support for complex user issues.Diagnose and resolve advanced issues involving workstation configuration, operating systems, identity integration, productivity platforms, and user-facing cloud applications.Manage endpoint device provisioning, imaging, configuration, deployment, and lifecycle activities.Support implementation of endpoint policies and configuration standards within enterprise management platforms.Coordinate with Frontline Support to ensure smooth handoff and documentation of escalated issues.Escalate platform-level configuration, identity architecture, network infrastructure, or cloud service issues to appropriate Primary Owners in accordance with documented ownership boundaries.Maintain accurate documentation of incidents, device configurations, and resolutions within the IT Service Management platform.Support onboarding and offboarding activities related to device deployment and recovery.Contribute to knowledge base documentation and continuous improvement of support processes.Operate in alignment with established governance models and avoid unauthorized configuration changes outside EUC scope. Experience (Minimum): 24 years of experience in endpoint support, deskside services, or technical support in an enterprise environment. Relevant hands-on experience may be considered in lieu of formal education. Experience (Preferred): Experience supporting enterprise identity platforms, endpoint management systems, and cloud-based productivity services. Licenses/Certifications (Preferred): Relevant certifications in endpoint management, Microsoft technologies, or IT service management. Skills and Abilities Strong troubleshooting skills across endpoint hardware and operating systems.Working knowledge of enterprise endpoint management concepts.Familiarity with identity integration and cloud-based productivity platforms.Understanding of escalation processes and defined ownership boundaries.Strong documentation and communication skills.Ability to provide professional in-person support in a corporate environment.Ability to prioritize and manage multiple support requests effectively. Interested candidate can share their resume on hiring@ensylon.com .