Desktop Support Engineer: Windows 11 / Microsoft 365

Join Frenle as a Desktop Support Engineer working in a hybrid setup in New York, NY. In this role, you will be the frontline technical resource helping end-users keep desktop, laptop, mobile, and network tools running smoothly, with a focus on Windows 11 and Microsoft 365 security and identity.

What you’ll get at Frenle

• Flexible schedule
• Paid time off
• Professional development assistance

Responsibilities

• Provide comprehensive support for desktop computers, laptops, mobile devices, printers, and peripherals across Windows and macOS.
• Troubleshoot hardware issues including component failures, equipment malfunctions, and peripheral connectivity problems.
• Resolve software issues across operating systems, Microsoft Office, and custom enterprise applications.
• Manage help desk tickets using help desk systems, including thorough documentation and follow-up until resolutions are confirmed.
• Support network troubleshooting involving LAN, TCP/IP, DNS configuration, VPN access, firewalls, and Active Directory management.
• Assist with user account administration, including Active Directory account creation, password resets, GPO configuration, and user access controls.
• Perform equipment setup, upgrades, and maintenance for desktops, laptops, mobile devices, and network hardware.
• Collaborate with IT teams to analyze system logs and troubleshoot complex issues tied to Windows Server environments.
• Support security standards across firewall and VPN configurations and manage Microsoft 365 security and device identity tools, including Microsoft O365 Defender/Entra/Intune and SentinelOne EDR and other security tools.
• Deliver exceptional customer service by communicating clearly with end-users at all skill levels and resolving issues in a timely manner.

Requirements

• Proven desktop support or IT support experience with strong networking fundamentals including TCP/IP, LAN/WAN, DNS, DHCP, and VPNs.
• Proficiency supporting Windows 10/11 and macOS devices, plus familiarity with Microsoft Office and Microsoft 365 services such as Exchange/Defender/Entra/Intune.
• Hands-on troubleshooting experience with hardware components including desktops, laptops, printers, mobile devices, and peripherals.
• Experience with help desk ticket management systems, including clear issue documentation and follow-through on resolutions.
• Strong diagnostic skills to assess complex technical problems quickly and accurately across platforms including Windows Server environments and Linux.
• Knowledge of Microsoft 365 identity and Entra plus Active Directory management, including creating accounts, permissions, and GPO.
• Excellent communication skills to explain technical concepts to non-technical users while maintaining strong customer support.
• Ability to work independently or within a team in a fast-paced environment while managing multiple priorities.

Pay and schedule

$27.00–$40.00 per hour, with an expected 40.0 hours per week. Work location is hybrid remote in New York, NY 10017.

Technology stack

• Windows 11, Windows 10
• macOS
• Microsoft Office
• Microsoft O365: Exchange, Defender, Entra, Intune
• Active Directory, GPO (Group Policy Object)
• TCP/IP, LAN (Local Area Network), DNS, DHCP, VPN, firewalls
• Windows Server environments, Linux
• Microsoft 365 Defender, Entra
• SentinelOne EDR