Lead End User Support Engineer

Description

Northland Controls is looking for a Lead End User Support Specialist/Engineer to work at our site in Milpitas, CA!

The mission of the Lead End User Support Specialist/Engineer is to provide comprehensive technical support to all Northland employees, both onsite and remote, ensuring seamless operation of their provisioned equipment, including mobile devices (phones, tablets, laptops). This role involves support of Northland’s Infrastructure (Compute, Network & Storage) and troubleshooting issues related to various in-house and cloud-enabled services and applications.

The primary focus of this position is end-user support, acting as a main point of contact and escalation point for employees/end users to provide a reliable technology experience for all employees either on-prem, remote, or while travelling. Key tasks include onboarding/offboarding employee’s accounts/mailboxes in Active Directory/Entra, maintaining asset inventory and device compliance in Intune, keeping endpoints patched and secure via Qualys, and troubleshooting issues with o365 – Outlook, Teams, OneDrive, and SharePoint. In this role administering various third-party applications, like 1Password, Adobe, BlueBeam, Cirasync, Duo, Envoy, KnowBe4, RingCentral, ScreenConnect, vManager, Zoom, and ZenDesk will be required.

Additionally, the Lead End User Support Specialist/Engineer will also participate in infrastructure/engineering projects led by the infrastructure team. This will include projects related to Microsoft Azure, o365/Intune, VMware, and Meraki network infrastructure in support of enterprise-wide IT initiatives.

The Lead End User Support Specialist/Engineer must be able to act/operate independently and as a lead and be a resource/mentor for other End User team members. The lead will facilitate onboarding training for end users or workshops/hands-on training sessions for staff to enhance their technical proficiency. This blend of technical expertise, user support, and project involvement makes the Lead End User Support Specialist a critical contributor to Northland’s success.

Qualifications

• 15 years of End-user support/Service desk support in a Windows SaaS enterprise environment (Active Directory/Hybrid/Entra joined and group/device policies)
• Extensive work installing/supporting Microsoft Windows 10/11, and Windows Server technical support, including troubleshooting, driver support, and remote connectivity
• Experience deploying/troubleshooting laptops/workstations (Dell preferred) and mobile devices (iOS and Android/Samsung)
• Experience with MDM management solutions (Intune/Apple Business Manager)
• Experience with network troubleshooting tools and design (ping, nslookup, tracert, VLANs) for troubleshooting wired and wireless networks (Cisco Meraki preferred)
• Experience with Microsoft Outlook\Exchange Online (shared mailboxes, distribution groups) and SharePoint is required
• Experience creating and maintaining a knowledge base or runbooks for various services
• Experience with troubleshooting AV issues and video conferencing via Teams or Zoom is required
• Experience with Linux & virtualization (Hyper-V, VMware) is a big plus
• Experience with NetSuite Service module a plus

DUTIES

• Manage support ticket queue and resolve/update according to business priority and SLAs
• Ordering, configuring, and issuing end user hardware (Dell laptops, Apple and Samsung smartphones)
• Supporting Microsoft Office365 suite, high emphasis on Outlook, Teams, OneDrive, and proficiency in Excel
• Support Microsoft Exchange administration, including mailbox management and basic mail flow troubleshooting
• Imaging, configuring laptops for new user provisioning
• Troubleshoot, replace, and upgrade laptop and PC components.
• Intermediate support of Windows 2019/2022 server management
• Mobile product troubleshooting – primarily iOS/Android – including SIM management, activation, and network/Bluetooth issues
• Gather data for service outages for IT-Infrastructure staff, including log gathering, error reproduction, and user triage
• Coordinate with IT-Infrastructure team for on-premises server patching activities, including service outage notification, support, and QA
• Work with existing vendors and advise on cost savings and emerging technology solutions for employees
• Assist in developing policy and documentation for IT support
• Provide support for remote staff in EMEA and APAC regions as needed or sometimes off-hours support for urgent or time-sensitive requests
• Other duties as assigned

SKILLS

• Strong organizational skills with analytical background
• Good verbal and written communication
• Excellent Interpersonal skills
• Leadership
• Time-management
• Detail oriented

REQUIRED EDUCATION & EXPERIENCE

Valid Driver’s License.

Bachelor’s Degree or equivalent experience.

PREFERRED EDUCATION & EXPERIENCE

Bachelor’s degree in computer science/engineering or equivalent experience.

DIRECT REPORTS

This position holds no formal supervisory authority, is responsible for reporting insights to colleagues and management.

WORKING ENVIRONMENT

This position is completed in an office setting. This is largely a sedentary role. This position requires the ability to occasionally lift IT products and supplies, up to 25 pounds.

PHYSICAL REQUIREMENTS

Prolonged sitting at a desk or computer.

Must be able to lift up to 40lbs.

POSITION TYPE/EXPECTED WORK HOURS

This is a full-time position, 40 hours a work week.

TRAVEL

This position requires minimal travel.

WORK AUTHORIZATION

Must be authorized to work in the country of employment.

OTHER RESPONSIBILITIES

This job summary is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.