Desktop Support Engineer

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career.

We are seeking a skilled Desktop Support Engineer to deliver enterprise-level end-user support across a Microsoft-centric environment, including Windows 11, Microsoft 365, Entra ID, and Intune. This role is responsible for resolving complex hardware, software, and connectivity issues while ensuring reliable and secure endpoint performance across the organization. The ideal candidate combines strong technical troubleshooting expertise with a customer-first mindset and a commitment to service excellence. You will play a key role in maintaining productivity and delivering a seamless IT experience for enterprise users.

ROLE AND RESPONSIBILITIES

• Provide Level 1/Level 2 technical support to end users through phone, email, chat, remote support, and in-person assistance.
• Diagnose and resolve Windows workstation, laptop, peripheral, software, printing, and connectivity issues.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Administer and troubleshoot user accounts, permissions, authentication, and access using Active Directory and Microsoft Entra ID.
• Manage and support Windows endpoints through Microsoft Intune and related endpoint-management technologies.
• Deploy, configure, patch, and maintain desktops, laptops, applications, and peripherals.
• Troubleshoot VPN, Wi-Fi, DNS, DHCP, TCP/IP, and other basic network connectivity issues.
• Support employee onboarding, offboarding, workstation deployments, hardware refreshes, and technology moves.
• Monitor and resolve incidents and service requests through an ITSM platform such as ServiceNow or Jira.
• Maintain accurate documentation of incidents, resolutions, procedures, and IT assets.
• Escalate complex infrastructure, network, security, and application issues to appropriate technical teams.
• Assist with enterprise IT projects, migrations, upgrades, and technology deployments.
• Follow IT security, endpoint configuration, change-management, and compliance standards.
• Provide excellent customer service while communicating technical issues clearly to technical and non-technical users.

REQUIRED QUALIFICATIONS

• 2+years of experience in desktop support, service desk, technical support, or endpoint engineering.
• Strong Windows 10/11 troubleshooting and administration experience.
• Hands-on experience with Microsoft 365.
• Working knowledge of Active Directory and Microsoft Entra ID.
• Experience with Microsoft Intune or another enterprise endpoint-management platform.
• Solid understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience working with an enterprise ITSM/ticketing system.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer-service orientation.
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field preferred.
• Ability to prioritize and manage multiple incidents in a fast-paced enterprise environment.
• Equivalent professional experience and industry certifications may be considered.

DESIRED QUALIFICATIONS

• Microsoft MD-102, AZ-900, or related Microsoft certification.
• CompTIA A+ Certification is a plus,
• Experience with Microsoft Defender or Carbon Black for Endpoints.
• Experience with Intune or other software-deployment platforms.
• Experience supporting 200+ users in an enterprise environment.
• Experience with endpoint security, patch management, and vulnerability remediation.
• Experience with IT asset lifecycle management.

CORE COMPETENCIES

• Enterprise desktop support experience with Endpoint management
• Microsoft technologies troubleshooting skills
• Troubleshooting and problem resolution
• Strong Customer service skills
• Addressing incident management timely with quality of service
• Security awareness skills
• Good documentation of assets and asset management
• A positive and can-do attitude
• Effective communication while dealing with end-users
• Good technical aptitude
• Team collaboration and willingness to learn

TECHNICAL ENVIRONMENT

• Endpoint: Windows 11, laptops, desktops, virtual desktop environments, mobile devices, printers, peripherals
• Microsoft: Microsoft 365, Entra ID, Active Directory User Account Management, Intune, Teams, Outlook, OneDrive, SharePoint
• Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN/WAN fundamentals
• Management: ITSM/ticketing, endpoint management, software deployment, patch management, asset management

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $50,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

Keywords: #Guaynabo, #PuertoRico, #DesktopSupport, #InOffice, #Windows11, #Microsoft365, #Intune, #TechnicalSupport, #ApplicationSupport, #Troubleshoot, #IT, #ServiceNow, #Jira, #Workstation, #Connectivity, #IssueResolution, #EndpointEngineering

MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

To learn more about our company visit us at www.mettel.net