Service Desk Engineer

The Service Desk Engineer is the technical backbone of the Genius Bar Service Desk. You own escalated issues end-to-end — from diagnosis through resolution — and operate across Brightway's full Microsoft-first technology stack: M365, Azure, Entra, Intune, VDI, VPN, and our Fusion platform (Microsoft Dynamics).

This is not a traditional helpdesk role. You perform real root cause analysis, eliminate repeat issues, and partner directly with Infrastructure, Security, and Engineering teams. You are also a designated Fusion Subject Matter Expert, supporting Brightway’s core policy platform.

You empower front-line advisors to increase first-contact resolution and lead systemic improvements that reduce overall demand. You don’t just sustain the service desk — you continuously improve it.

WHAT YOU'LL DO

Advanced Troubleshooting & Escalation Resolution

• Troubleshoot complex incidents across M365 (Exchange, Teams, SharePoint, OneDrive), Entra/Azure AD, Intune, VDI, VPN, and telephony (RingCentral, CXOne)

• Resolve advanced endpoint issues including OS performance, driver conflicts, software failures, authentication errors, and device compliance failures

• Perform root cause analysis and implement corrective actions to prevent recurrence, not just resolve the immediate incident

• Escalate to Infrastructure, Security, or Engineering teams when appropriate — while retaining ownership of resolution and user communication

Fusion Platform Support (Microsoft Dynamics) — SME Designation

• Serve as a designated Fusion Subject Matter Expert, providing advanced support for application, workflow, integration, and access issues

• Troubleshoot Fusion platform issues impacting field agents, call center staff, and internal operations teams

• Support the ongoing AMS360-to-Fusion migration by identifying and resolving emerging support patterns as the platform scales

• Partner with the Core Ops and Engineering teams on complex Fusion cases, escalations, and platform stability improvements

• Contribute to Fusion-specific knowledge base content to enable front line service desk resolution of common platform issues

Endpoint & Identity Management

• Support endpoint lifecycle: provisioning, enrollment, compliance enforcement, rebuilds, device refresh, and secure decommissioning using Intune and Autopilot

• Troubleshoot enrollment failures, configuration drift, patching issues, and device compliance exceptions

• Resolve advanced identity and access issues including MFA failures, SSO/Entra errors, provisioning failures, and permission conflicts

Security Incident Support & Endpoint Remediation

• Assist with broader incident response activities involving device compromise, unauthorized access, or security tooling failures

• Partner with the Infrastructure and Security teams on vulnerability response, endpoint hardening, and policy enforcement

Technology Deployments & Project Support

• Execute endpoint and application deployments including device refresh cycles, software rollouts, and configuration updates

• Follow and contribute to change management processes, deployment documentation, and validation procedures

• Provide post-deployment troubleshooting to ensure adoption success and sustained operational stability

Knowledge Enablement & Continuous Improvement

• Identify recurring issue patterns and drive root cause elimination — not just resolution

• Contribute to automation, standardization, and self-service improvements that reduce overall support demand

• Provide escalation guidance and mentorship to front line advisors; improve quality of escalated tickets through structured feedback

WHAT YOU BRING

Core Qualifications

• 3+ years of experience in endpoint, desktop, or technical support with advanced troubleshooting responsibilities

• Strong hands-on experience with Microsoft 365 — Exchange, Teams, SharePoint, OneDrive

• Experience with endpoint and identity management: Entra/Azure AD, Intune

• Solid troubleshooting skills across Windows endpoints, applications, connectivity, and authentication issues

• Ability to communicate technical issues clearly to non-technical stakeholders — agents, operations teams, and leadership

• Ownership mindset: you drive issues to resolution, not just to the next queue

Nice to Have

• Experience with VDI environments (Windows 365, Pooled VDI)

• Experience with VPN platforms, telephony (RingCentral, CXOne), or unified communications

• Exposure to Microsoft Dynamics or similar CRM/ERP platforms

• Scripting or automation experience (PowerShell, Python) for troubleshooting or task automation

• Familiarity with ServiceNow for ITSM, asset tracking, and Now Assist AI workflows

• ITIL 4 Foundation, CompTIA Security+, or Microsoft certifications