Senior Support Engineer

POSITION SUMMARY:

The Senior Support Engineer provides Tier 2/3 end user support and advanced technical troubleshooting across ARCHER’s end user computing environment, Microsoft 365 services, and identity/access platforms. This role serves as an escalation point for complex issues, partners with the Service Desk to improve quality and speed of resolution and helps ensure users have appropriate access through effective licensing, RBAC, and policy enforcement. The Senior Support Engineer also contributes to incident management (major incidents, troubleshooting, communications support, and post-incident follow-up), drives knowledge base quality and accuracy, and supports endpoint lifecycle operations through Intune/Autopilot and related tooling. This position includes on-call participation to support business-critical services.

POSITION LOCATION: Houston, TX

JOB RESPONSIBILITIES:

Tier 2/3 End User Support & Escalation

• Provide Tier 2/3 end user support for Windows workstations, common peripherals, and collaboration tools, resolving complex issues that require advanced troubleshooting.
• Serve as an escalation point for the Service Desk; perform deep triage, reproduce issues, isolate root causes, and coordinate with Infrastructure/Security and vendors as needed.
• Troubleshoot and support Microsoft 365 user services, including Exchange/Outlook, Teams, SharePoint/OneDrive, shared mailboxes, distribution lists, and related configuration tasks.
• Support conference rooms and end-user meeting experiences (Teams Rooms/AV where applicable), including incident response for business-critical meetings and recurring room/peripheral issues.
• Support printing services and devices (workstation printing, network printers, drivers, queues, permissions), working with site contacts and vendors when required.

Identity, Access, Licensing & Endpoint Administration

• Administer user access and identity in Entra ID and Active Directory, including group membership, access assignments, and RBAC-aligned access provisioning.
• Ensure users have the correct licenses and access for required tools and services; partner with IT leadership on least privilege practices and access standards.
• Support endpoint management through Intune, including device enrollment, configuration/policy troubleshooting, software deployment support, and compliance remediation.
• Support device provisioning and lifecycle operations using Autopilot and standard build processes (new device setup, rebuild/reimage where applicable, replacement and decommission support).

Device, Peripheral & Vendor Support Coordination

• Support end-user device and peripheral lifecycle activities (assignments, swaps, replacements, and decommission support), ensuring accurate tracking and smooth user transitions.
• Administer and support remote access tooling for secure support sessions, access workflows, and troubleshooting.
• Coordinate with vendors and facilities partners for printers, conference room/AV components, and other end-user services; track issues through resolution and document fixes/recurrence patterns.

Knowledge Base Ownership, Documentation & Continuous Improvement

• Own and continuously improve the end-user support knowledge base (knowledge articles, troubleshooting guides, known error documentation), ensuring accuracy and usability for Tier 1/2 and self-service.
• Develop and maintain runbooks, checklists, and standard operating procedures for recurring support tasks (M365 mailbox/shared mailbox/DL requests, access provisioning, device provisioning, conference room standards).
• Identify recurring issues and propose solutions to reduce repeat incidents (standardization, automation, policy adjustments, documentation improvements, or vendor remediation).
• Contribute to support metrics and reporting (ticket trends, repeat drivers, backlog health), and recommend improvements to workflows and user experience.

Incident Management & Operational Governance Participation

• Participate in incident management for end-user impacting events: advanced troubleshooting, user/business communications support, and coordination with Infrastructure/Security to restore service.
• Contribute to incident documentation (timelines, contributing factors, corrective actions) and support post-incident follow-up and verification of fixes.
• Participate in CAB and operational reviews as a subject matter contributor; validate end-user impact, readiness, and support requirements for planned changes (does not own/facilitate the meetings).

Customer Focus, Mentoring & Cross-Functional Collaboration

• Mentor and support other members of the end-user support team by sharing troubleshooting approaches, reviewing tickets, and helping improve resolution quality and consistency.
• Provide clear, timely communications to users and stakeholders during escalations and outages, translating technical detail into actionable, user-friendly guidance.
• Partner with Infrastructure and Security teams to troubleshoot cross-domain issues (identity, endpoint compliance, network connectivity, conditional access impacts, and security tooling).
• Demonstrate ownership and follow-through: drive issues to resolution, document outcomes, and proactively prevent recurrence where possible.

KNOWLEDGE, SKILLS, AND ABILITIES

Required

• Bachelor’s degree in Information Systems, Computer Science, or a related field, or equivalent practical experience.
• 7+ years of experience in end-user support / desktop support / IT support, including Tier 2/3 responsibilities in a Microsoft-centric environment.
• Deep expertise troubleshooting Windows endpoints and common enterprise productivity tools — diagnosis across OS, applications, identity, and device management layers, using a strong diagnostic approach (logs, event viewer, process analysis).
• Strong working knowledge of Microsoft 365 administration and support, including Teams, Exchange/Outlook, SharePoint/OneDrive, shared mailboxes, distribution lists, and collaboration settings.
• Experience participating in incident management and after-hours/on-call support for business-critical services, and willingness to participate in an on-call rotation.
• Experience with identity and access management concepts and tooling (Entra ID and Active Directory), including groups, access provisioning, and RBAC/least-privilege practices.
• Endpoint management experience with Intune and Autopilot (enrollment/provisioning, policy troubleshooting, app deployment support, and compliance remediation).
• Proficiency with enterprise remote support tooling and secure methods for supporting users across multiple sites.
• Ability to troubleshoot issues with business applications (install/configuration errors, connectivity/authentication, performance), determine likely root cause, and coordinate escalation to the appropriate application owner/vendor.
• Strong documentation discipline and process awareness (ticket quality, knowledge articles, incident notes, and standard procedures).
• Working knowledge of conference room/AV support, such as Teams Rooms, and enterprise printing environments, including troubleshooting recurring rooms and peripheral issues.
• Strong customer service mindset with the ability to manage difficult escalations professionally, set expectations, and communicate clearly through resolution.
• Demonstrated ability to mentor junior support staff by teaching troubleshooting techniques, improving ticket quality, and reinforcing standards and best practices.
• Excellent written and verbal communication skills, including the ability to translate technical findings into clear, user-friendly guidance and internal documentation.
• Strong organizational skills and ownership mentality: ability to prioritize, drive follow-through, coordinate with other teams, and handle multiple concurrent issues.

Preferred

• ITIL Foundation (or equivalent ITSM experience), including familiarity with incident, request, and change processes.
• Microsoft certifications: MD-102 (Endpoint Administrator), MS-102 (Microsoft 365 Administrator), or related role-based certifications.
• Basic scripting/automation experience (PowerShell) to streamline support tasks and improve consistency.
• Familiarity with conditional access policies and endpoint security tooling (e.g., Defender for Endpoint), sufficient to triage user-impacting access or compliance issues.

BENEFITS:

• 401(K) retirement plans with matching contributions.
• Comprehensive health insurance coverage.
• Dental and vision insurance plans.
• Parental leave to support work-life balance.
• Short-term and long-term disability coverage.

ABOUT ARCHER

ARCHER Systems is a leading technology-enabled legal services company that provides pre-settlement and post-settlement administration services for a single event, mass tort, and class action cases with the goal of helping claimants access their settlement proceeds more efficiently and quickly. The company plans to continue leveraging technology and top-tier talent to enhance customer service and offer new product lines and services.

ARCHER’s core offering is post-settlement Healthcare Lien Resolution Administration and QSF (Qualified Settlement Fund) Administration and payments processing for multi-claimant (mass tort and class action) litigation. Other services include claims administration, single event lien resolution, probate, and bankruptcy coordination, release administration, medical records review, plaintiff fact sheet, and other intake/census preparation and management. ARCHER enables law firms to focus on their litigation while ensuring that critical pre-settlement and post-settlement administration documents, services, business analytics, and reporting are handled efficiently and effectively.