End Point Engineer

Boyett Petroleum is seeking a highly skilled Service Desk Engineer III to join our IT team as the senior technical escalation point. If you thrive on solving complex problems, supporting executive-level users, and elevating IT operations through process improvement and mentorship, this role offers the impact and autonomy you’re looking for. As our Tier III Service Desk Engineer, you’ll serve as the highest-level support resource within the IT Support Desk. You’ll take ownership of advanced troubleshooting, root cause analysis, and systemic improvements across our endpoint and SaaS environments. This role is capability-based, emphasizing hands-on expertise, documentation quality, and leadership. You’ll work closely with infrastructure, cloud, and cybersecurity teams, support C-suite and high-priority users, and help shape the future of our IT support operations.

Duties and Responsibilities:

Advanced Troubleshooting & Resolution

• Act as the final escalation point for complex or persistent technical issues
• Perform deep diagnostics across Windows OS, Microsoft 365, VPN, endpoint protection, and remote access systems
• Use tools such as Event Viewer, Sysinternals, Intune logs, and PowerShell to identify root causes
• Validate hardware issues and coordinate repairs or RMAs with vendors

VIP / Executive Support

• Deliver high-touch support to C-suite executives and board members
• Ensure professionalism, privacy, and continuity of communication
• Support AV setups, mobile connectivity, and hybrid/offsite leadership needs

Root Cause Analysis & Process Ownership

• Conduct post-mortems on recurring or critical incidents
• Recommend process improvements, automation, or documentation updates
• Identify gaps in ticket resolution or SLA performance

Systems Collaboration & Project Work

• Partner with infrastructure, cloud, and cybersecurity teams
• Lead or participate in endpoint upgrades, tool rollouts, AV refreshes, and compliance initiatives
• Serve as SME during audits requiring endpoint or access control expertise

Documentation, Knowledge Sharing & Training

• Own internal support documentation and enforce SOP/KB quality
• Mentor Tier I and II staff and lead training sessions

Support onboarding of new IT team members

MINIMUM QUALIFICATIONS/EDUCATION

• 5 years of hands-on IT support, help desk, or endpoint engineering experience
• Advanced troubleshooting across desktops, SaaS, network-dependent apps, and identity services
• Strong knowledge of:
• Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint)
• Endpoint management tools (Intune, SCCM, JAMF, etc.)
• Identity & access management (AD, Entra ID, MFA, SSO)
• Experience supporting senior leaders or high-profile users
• Familiarity with remote support, scripting (PowerShell), and ITIL workflows
• Bachelor’s degree not required - based on proven ability and leadership 5 years of hands-on IT support… Strong working knowledge of Microsoft 365 suite.

PREFERRED QUALIFICATIONS

• Microsoft Certified: Endpoint Administrator Expert (or equivalent)
• ITIL Foundation, HDI Team Lead, or MD-102 certification
• Exposure to compliance frameworks (HIPAA, PCI, SOX, NIST)
• Demonstrated leadership in cross-functional projects
• Strong technical and user-facing documentation skills

TESTING REQUIREMENTS:

Candidate will be required to participate in the following as a condition to hire:

• Assessment Testing as Needed
• Culture Index Survey