Providing advanced desktop and end-user support, the full-time remote Desktop Engineer will manage technical issues related to hardware, software, and network environments, while collaborating with various support tiers to ensure efficient problem resolution. Key responsibilities: Analyze and resolve end-user hardware and software issues, collaborating with Tier 1, Tier 2, and Tier 3 support teams as needed Monitor and manage ticket queues, prioritizing and updating tickets to ensure timely resolutions and clear communication with clients Assist with diagnosing infrastructure and networking issues, coordinating with engineers to troubleshoot complex problems Required qualifications: 3-5 years of customer service-related experience, with a focus on technical support Strong background in Windows client and server operating systems, Active Directory, and M365 environments Experience with MS 365 Admin Portal, Azure AD, and mobile device management Microsoft certifications (MCP, MCSA) preferred 1-2 years of experience supporting backend IT infrastructure such as Exchange and Citrix