Internal Support Engineer

About the role

We are hiring an experienced IT Support Engineer to join our Internal Support Team in the EMEA region. This role is ideal for someone who has been in the field for several years and is ready to work in a fast-paced, cloud-first environment that actually uses the products and technologies they support. 

You will be the first point of contact for internal employees across the organization, handling tickets, resolving endpoint and identity issues, onboarding and offboarding users, and contributing to the ongoing health of our corporate environment. You will work closely with a tight-knit IT team and have direct exposure to both on-premises and cloud infrastructure. 

This is not a passive help desk role. We expect you to ask questions, build knowledge, document what you learn, and grow into a more senior contributor over time. 

What you'll do

End-User Support & Ticketing 

• Serve as the primary point of contact for internal support tickets via Zendesk 

• Triage, prioritize, and resolve hardware, software, and access issues for a globally distributed employee base 

• Escalate complex issues appropriately while owning the communication back to the end user 

• Document resolutions and contribute to the internal knowledge base 

Identity & Access Management 

• Administer user accounts, groups, and permissions in Microsoft Entra ID (formerly Azure Active Directory) 

• Manage on-premises Active Directory and support synchronization to Entra via the Entra Connect Sync tool 

• Handle user lifecycle events including onboarding, offboarding, and role changes across all connected systems 

• Enforce and troubleshoot Conditional Access policies, MFA enrollment, and SSO configurations 

Endpoint Management 

• Manage and support Windows and macOS endpoints via Microsoft Intune (Endpoint Manager) 

• Handle device enrollment, compliance policy enforcement, configuration profiles, and app deployment 

• Support remote employees with device troubleshooting across a variety of hardware 

Microsoft 365 Administration 

• Administer core M365 workloads including Exchange Online, Teams, SharePoint, and OneDrive 

• Manage mailboxes, distribution lists, shared mailboxes, and Teams workspace provisioning 

• Support license assignment and M365 service configurations 

Nerdio Manager for MSP 

• Support and administer internal use of Nerdio Manager for MSP as part of the corporate toolset 

• Assist with Azure Virtual Desktop (AVD) environments managed through Nerdio, including troubleshooting user session issues 

• Gain familiarity with Nerdio's product suite as both a user and internal subject matter resource 

General IT Operations 

• Assist with procurement requests through the Nerdio Procurement Portal 

• Contribute to IT documentation, runbooks, and process improvements 

• Participate in IT projects such as infrastructure upgrades, tool rollouts, and policy improvements 

• Evaluate new AI tools for IT operations, pilot them with the team, and help document best practices for adoption (e.g., Zendesk AI features, Nerdio Scribe, etc.) 
• Use AI tools and automation to reduce manual work and improve ticket resolution times.

Required Qualifications

• 5 or more years of experience in IT support, systems administration, or a related technical role 

• Hands-on experience with Microsoft Entra ID — including user and group management, Conditional Access, MFA, and hybrid identity 

• Familiarity with on-premises Active Directory and experience supporting Entra Connect Sync or equivalent AD sync tooling 

• Working knowledge of Microsoft Intune — device enrollment, compliance policies, configuration profiles, and app management 

• Experience administering Microsoft 365 workloads (Exchange Online, Teams, SharePoint, OneDrive) 

• Solid understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP) 

• Strong communication skills — able to clearly explain technical issues to non-technical users 

• Self-directed and comfortable working in a remote-first environment with minimal supervision 

• Ability to manage multiple tickets and competing priorities simultaneously while maintaining high service quality and consistent follow-through

Preferred Qualifications

• Experience with Nerdio Manager for MSP or Azure Virtual Desktop (AVD) environments 

• Familiarity with Zendesk or similar ITSM/ticketing platforms 

• Microsoft certifications (e.g., AZ-900, MD-102, AZ-104, AZ-140) are a strong plus 

• Experience supporting a globally distributed, remote-first workforce 

• PowerShell or Python scripting for automation and administrative tasks 

• Exposure to Azure fundamentals and cloud infrastructure concepts 

What We Offer 

• A collaborative, technically strong Internal IT team where your work directly matters 

• Exposure to a modern, cloud-first Microsoft stack in a company that builds on top of it 

• Opportunities to grow into senior technical roles as the team expands 

• Remote-first flexibility with a supportive, global team culture 

• Competitive compensation commensurate w