Tier 2 Service Desk Support

Job Description

Job Description

Mobile Mentor is an award-winning IT service company and Microsoft Elite Partner dedicated to empowering modern hybrid workforces. Recognized as Microsoft Global Partner of the Year for endpoint management, Mobile Mentor secures devices, applications, and data across Microsoft 365, Apple, Google, VMware, CyberArk, and MobileIron ecosystems. Operating globally across the USA, Australia, and New Zealand, our team guides organizations on their journey to cloud-native endpoint management, zero-trust security, and zero-touch provisioning through a Go-To-Market partnership with Microsoft. We are seeking a Tier 2 Endpoint and Microsoft 365 Support Engineer to provide remote technical support, endpoint management, and security administration for clients across Windows, iOS, iPadOS, macOS, and Android platforms.

Responsibilities

• Provide Tier 2 technical support and troubleshooting for Windows 10, Windows 11, iOS, iPadOS, macOS, and Android endpoints.
• Administer and support the Microsoft 365 ecosystem, including Microsoft Intune for device management, Entra ID for identity management, Multi-Factor Authentication, and Conditional Access policies.
• Support Microsoft 365 collaboration tools, with a focus on enhancing communication through Microsoft Teams, Exchange Online, and SharePoint.
• Manage and respond to operational issues related to endpoint security tools, including Microsoft Defender, antivirus software, Lookout, and security awareness training.
• Apply ITIL framework best practices in process management to improve service desk delivery and operational efficiency.
• Deliver customer service to resolve complex technical issues, minimize downtime, and increase end-user satisfaction.
• Engage directly with clients, end-users, and third-party vendor support organizations to resolve service desk escalations.
• Conduct hardware and software testing on client devices to verify security compliance and functional standards before deployment.
• Facilitate the handover of engineering projects into business-as-usual operational support to ensure service reliability.
• Utilize industry-standard PSA and RMM ticketing tools including Autotask PSA, ConnectWise, and Datto RMM to manage tickets and remote support sessions.
• Submit accurate and timely weekly timesheets to track hours worked and calculate precise service costs per client.

Qualifications

• Minimum of 2 years of experience providing technical support across Windows 10, Windows 11, iOS, iPadOS, macOS, and Android operating systems.
• Demonstrated experience with Microsoft Intune mobile device management, mobile application management, and cloud-native endpoint security.
• Strong working knowledge of the Microsoft 365 administration suite, including Entra ID, identity access management, MFA, and Conditional Access policies.
• Proven experience working in a service desk environment following ITIL framework processes and service management practices.
• Hands-on experience using ticketing solutions and remote monitoring tools such as Autotask PSA, ConnectWise, or Datto RMM.
• Foundational understanding of network administration, including IP addressing, DNS, Wi-Fi configuration, and connectivity troubleshooting.
• Exceptional written and oral communication skills, with the ability to explain complex technical solutions to non-technical stakeholders.
• Strong documentation skills with meticulous attention to detail in time tracking and ticket management.
• Certifications in Microsoft 365, ITIL, CompTIA A+, CompTIA Network+, or Google Foundational are highly regarded.
• Ability to work autonomously, demonstrate initiative, adapt quickly to technology updates, and deliver customer service under pressure.