End User Engineer

Role Overview

This position involves direct client interaction to identify their technological requirements and deliver tailored IT solutions. You will oversee deploying, configuring, and supporting email and web security systems such as INKY, Proofpoint, Cisco Umbrella, and Mimecast to enhance security measures.

Key Responsibilities

• Collaborate with clients to grasp technology needs and recommend appropriate solutions.
• Lead implementation, configuration, and continuous support for email and web security platforms.
• Analyze and troubleshoot complex technical challenges, conducting detailed root cause analyses focused on email filtering, anti-phishing, and safe web access.
• Resolve advanced technical problems while mentoring junior staff members.
• Handle work items within a ticket management system, providing frequent, clear updates to clients and internal teams.
• Manage deployments independently or in cooperation with colleagues.
• Capture thorough documentation of work performed and educate support staff on client-specific setups and incident handling.

Expectations

• Operate autonomously with the capacity to resolve issues end-to-end, including deep analysis and actionable recommendations.
• Possess extensive desktop support expertise and confidently manage escalated issues.
• Demonstrate hands-on experience with configuring and supporting email and web security tools such as INKY, Proofpoint, Umbrella, and Mimecast.
• Evaluate and mitigate email and web-based attacks including phishing and filtering concerns.
• Exhibit strong verbal and written communication skills for interacting with clients, internal teams, and vendors.
• Participate in on-call duty rotations and manage escalations stemming from engineers and leads.
• Be open to extended or weekend work for deployments, upgrades, and critical initiatives.
• Collaborate effectively within teams, promoting knowledge sharing and transparency.
• Create detailed technical documentation for processes, implementations, and projects.

Mandatory Qualifications

• At least five years of IT support experience, preferably in a Managed Service Provider context dealing with varied client environments.
• Expertise with Microsoft 365 including security, administration, deployment, and migration aspects.
• Proficient with Microsoft Windows, macOS, Microsoft Entra ID, Intune, Exchange, Defender, and endpoint protection solutions.
• Solid understanding of Azure infrastructure focusing on cost efficiency, performance, security, and Azure Landing Zones.
• Experience with Intune MDM policies, device enrollment, and device management processes.
• Knowledge of SharePoint administration and migration approaches.
• Understanding of DNS, DHCP, Active Directory, and Group Policy management.
• Familiar with email security tools such as Umbrella 365, INKY, Proofpoint, and knowledge of email authentication protocols including SPF, DMARC, and DKIM.
• Competent in patch management, software packaging, and modern device provisioning techniques.

Preferred Skills

• Experience working within regulated industries adhering to standards like SOC2, HIPAA, and HiTrust.
• Hands-on exposure to automation frameworks such as Chef, Puppet, Ansible, or Salt.
• Microsoft Azure certified credentials.

Company Background

Netrio is a prominent Managed Service Provider operating primarily in North America, catering to mid-sized and enterprise clientele. The company offers a broad range of IT services encompassing managed IT support, cybersecurity, cloud computing, connectivity, voice solutions, and bespoke application development across multiple sectors.