Service Desk Engineer

About Mobiz

Mobiz is a global technology services leader, Microsoft-aligned managed services and cloud solutions provider, empowering mid-market and enterprise organizations across North America and the Middle East. We deliver end-to-end IT operations, Modern Work and Security, Data and AI, cybersecurity, infrastructure, and digital transformation services—driving resilience, innovation, and measurable business impact at scale.

With a Solutions Partner designation and active pursuit of Azure Expert MSP status, Mobiz combines the agility of a boutique consultancy with the delivery rigor of a tier-1 integrator.Our NOC and SOC teams operate as the always-on backbone of client environments, monitoring thousands of endpoints, network nodes, and cloud workloads around the clock.

What Can You Expect?

Every day at Mobiz we work with a deep sense of purpose. We continuously innovate. Our mission is to empower our clients to do more through transformation. You’ll work in a collaborative environment alongside highly talented people that improve client operations and exceed expectations. We strive to simplify technology challenges, and no less.

Who Are We Looking For?

The Service Desk Engineer is a mid-level technical support professional within Mobiz's End User Services practice, providing high-quality incident resolution, service request fulfillment, and end-user technology support across a portfolio of managed services clients. This role is not a traditional helpdesk position — it requires engineers who are equally comfortable handling a complex Microsoft 365 mail flow issue, building and deploying a Windows 11 device image via Intune Autopilot, troubleshooting an Azure Virtual Desktop session host, and executing a user onboarding workflow across Entra ID, Exchange Online, and Microsoft Teams. The ideal candidate brings strong hands-on experience across the Microsoft 365 and Azure ecosystem, a methodical approach to problem-solving, and the professional communication skills to represent Mobiz to client end users and IT contacts with confidence.

Key Responsibilities

Incident Management & Service Request Fulfillment

• Serve as the primary point of contact for Tier 1 and Tier 2 incidents and service requests submitted by client end users and IT administrators via ServiceNow, email, and Teams.
• Acknowledge, triage, categorize, and prioritize incoming tickets against defined SLA windows; apply runbook procedures to drive first-contact resolution wherever possible.
• Diagnose and resolve a wide range of end-user issues spanning Microsoft 365 applications, Windows 10/11 desktop environments, hardware, connectivity, and identity access.
• Manage ticket lifecycle from open to close — maintaining accurate status updates, documenting all actions taken, and communicating resolution clearly to the end user.
• Escalate unresolved or out-of-scope incidents to engineering teams (cloud, network, security) with a complete investigation summary, minimizing time-to-resolution on handoff.
• Handle concurrent ticket queues without compromising documentation quality or SLA adherence — personal queue management is a key performance expectation for this role.

Microsoft 365 Administration & Support

• Administer Microsoft 365 tenant services on behalf of clients: Exchange Online mailbox management, Teams configuration, SharePoint site administration, and OneDrive policy enforcement.
• Manage user lifecycle operations in Microsoft Entra ID (Azure AD): user creation, group membership, license assignment, MFA enrollment, Conditional Access troubleshooting, and offboarding.
• Troubleshoot mail flow issues — including hybrid Exchange configurations, mail routing, spam filtering, shared mailbox permissions, and email client profile problems.
• Support Teams Voice and calling plan configurations: number assignment, calling policies, dial plan troubleshooting, and voicemail routing for clients on Microsoft Phone System.
• Administer and troubleshoot SharePoint Online permissions, document library structure, external sharing policies, and basic SPFx component issues.
• Respond to Defender for Office 365 alerts related to phishing, suspicious sign-ins, and risky users — execute remediation actions per defined security runbooks.

Device Management, Imaging & Endpoint Operations

• Build, maintain, and deploy Windows 10/11 device images using Microsoft Intune and Windows Autopilot — including Autopilot profile configuration, enrollment status page (ESP) tuning, and deployment group management.
• Manage Intune device compliance policies, configuration profiles, app deployment packages, and update rings across client device estates.
• Troubleshoot Intune enrollment failures, Autopilot pre-provisioning errors, compliance policy conflicts,