About the role
Overview We are seeking a highly skilled, customer-focused IT professional to serve as the senior-most escalation point for end-user technical support across our 170+ person engineering design firm. This is fundamentally a people-first role: the ideal candidate is someone who genuinely enjoys solving problems for users, communicates clearly with both technical and non-technical staff, and takes ownership of issues through to resolution. You will operate within a Microsoft-centric environment (Windows, M365, Azure) and work collaboratively with external IT consultants who manage backend infrastructure and cloud architecture. Your job is not to design or engineer those systems; it's to deeply understand them, support the people who depend on them, and be the final internal resource when standard help desk support can't resolve an issue.
Core Responsibilities * Serve as the Tier 3 escalation point for all end-user IT support across Windows, M365, and Azure-integrated services * Diagnose and resolve complex user-facing issues related to endpoints, authentication, cloud applications, and connectivity * Act as the internal liaison with external network and cloud consultants during implementations, maintenance windows, and incident response — translating technical changes into user impact and support readiness * Maintain working knowledge of the firm's Azure/M365 environment sufficient to support users and coordinate effectively with consultants * Develop and maintain internal documentation, known issue logs, and support procedures * Support onboarding and offboarding of staff, including account provisioning, device setup, and access management
What We're Looking For
Customer service & communication * Demonstrated history of excellent end-user support — patient, clear, and solutions-oriented * Comfortable supporting non-technical users in a fast-paced professional environment * Ability to set expectations, communicate status, and follow through on open issues
Technical proficiency * Strong working knowledge of Windows desktop OS, M365 applications (Teams, Outlook, SharePoint, OneDrive), and Azure AD / Entra ID * Experience supporting hybrid environments (cloud + on-prem) * Ability to troubleshoot issues spanning endpoints, user authentication, access/permissions, and cloud-based applications * Familiarity with endpoint management tools (e.g., Intune or similar MDM platforms)
Nice to have (not required) * Exposure to tools common in AEC or engineering environments (e.g., Autodesk products, large file workflows, CAD/BIM application support) * Experience in a professional services or design/engineering firm setting
Work Environment * Hybrid (NYC area) — minimum 2 days/week in office, with increased on-site presence expected during any new hire onboarding * Occasional after-hours availability for critical incidents
What This Role Is Not - This is not a network engineering or cloud architecture position. We have consulting partners who own infrastructure design, Azure backend configuration, and network management. We need someone who can work effectively alongside those partners — not replace them.