Support Engineer, IT End User

(This position is open for UK, Europe, Africa and US and f or U.S. roles, TechSoup only hires from the following states: Alabama, Arizona, California, Colorado, District of Columbia, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Mississippi, Montana, North Carolina, New Jersey, New Mexico,New York,Ohio,Oklahoma,Oregon,Pennsylvania,South Carolina, Tennessee,Texas,Utah,Virginia,Washington, Wisconsin) About TechSoup We believe in using technology for the greater good. We’re a fully remote, diverse team, working from all parts of the world. We invite you to join us in our mission to build a dynamic bridge that leverages technology to enable connections and innovative solutions for a more equitable planet. TechSoup is a global nonprofit social enterprise that connects NGOs with mission-critical resources worldwide. For over 30 years, we’ve been building partnerships with individuals, corporations, nonprofits, and governments across the globe. Together, we are committed to helping organizations grow via our unifying technology platform, resources, and connections. Those organizations, in turn, build a brighter future for tens of millions of people. We serve both the smallest and largest nonprofits around the world through sustainable, low-cost; self-service offers delivered at scale. To date, we have enabled more than 1.4 million organizations in over 230 countries and territories receive technology tools, resources, and funding with a retail value of more than $19.1 billion. We are constantly evolving. As technology and global needs change, so do we. We’re creating new, community-driven platforms and mobile apps and are enhancing our offerings so that nonprofits have the resources they need to build a brighter future for their communities. We’re innovators, leaders, influencers, social entrepreneurs, and technologists drawn together by a shared vision: to make the world a better place through technology. Join our global team. About the Team IT End User Support ensures the organizations' devices and internal technology systems are running smoothly. This includes supporting hardware, end user software, and internal IT systems. Through addressing IT support tickets, we resolve end user technical problems, and identify and resolve systemwide IT issues. Additionally, the team works with Tech Impact (an MSP) and supports the ongoing security maintenance and notifications of our internal systems. Position Summary TechSoup seeks a Support Engineer with a background in information technology, systems administration and deployment, application, and infrastructure to help build, operate, and maintain our internal and external systems. The ideal candidate will be an IT expert with experience in infrastructure design and support, vendor management, and internal customer support. The Support Engineer will provide oversight, troubleshooting and resolution of computer related problems, be responsible for daily monitoring of Information Systems functions, and helpdesk queue and management of Tech Impact’s MSP day-to-day activities. The Support Engineer is a senior individual contributor who manages the MSP (Tech Impact), supports Tier 2 or 3 escalations, drives improvements to endpoint services and collaboration tools, and lifts service quality via documentation, automation, and proactive problem management. This role is senior to Desktop Support Engineer positions and non‑managerial, collaborating closely with Infrastructure and Operations Teams to deliver reliable, secure, and user‑friendly experiences across our systems. Essential Duties and Responsibilities: Support Queue Management: Oversee the MSP Tech Impact support queue, ensuring efficient ticket resolution and maintaining a strong day-to-day partnership with the provider to deliver seamless IT services. Advanced incident & request handling: Own escalations across Windows/macOS, Entra ID (Azure AD), and Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive); resolve complex identity, mailbox, and collaboration issues. Full device lifecycle management & configuration: Administer end‑to‑end device management using and keeping current Intune configuration and troubleshooting enrollment, compliance policies, device profiles, Autopilot/imaging, and application deployment; contribute packaging and rollout playbooks aligned to TechSoup standards. Security & access: Support endpoint protection (Microsoft Defender & Cisco Secure Endpoint), DNS/web filtering (Cisco Umbrella), and conditional access; validate exceptions with Infrastructure and document decisions. Microsoft 365 service ownership: Coordinate with service owners to implement safe changes (e.g., Teams/SharePoint settings, mailbox configurations, meeting policies, room/resource management). Partner on end‑to‑end improvements (automation, policies, telemetry). Train staff in the use of industry best practices, established engineering methodologies and document procedures. Knowledge, documentation, and enablement: Create/maintain runbooks and SOPs (e.g., Active Directory & Exchange onboarding guides) and contribute to self‑service articles that reduce ticket volume. Provide targeted coaching to Tech Impact tier one and two support engineers; design internal “how‑to” guides and quick tips for end users/ staff. Service reliability & continuous improvement: Analyze ticket trends and SLAs; propose fixes (config changes, SOPs, training content, or automation). Participate in change reviews and pilot rollouts; ensure changes are documented and reversible. Strategic IT/ Ops Projects: Lead and/ or be a technical lead on strategic IT, Ops and Infrastructure initiatives, such as quarterly infrastructure audits (e.g., Druva) and technology transitions between providers (e.g., Box to OneDrive/SharePoint or DocuSign to Adobe), ensuring minimal disruption and alignment with organizational goals. Evaluate new systems and tools, provide analysis, and make recommendations. Qualifications 4-6+ years' experience with system operations and support, implementation and management of information resources concentrated in Infrastructure Systems Support, including Local Area Networks, enterprise servers, messaging systems and phone systems. Microsoft 365 administration: Exchange Online, Teams, SharePoint Online, OneDrive; basic PowerShell preferred. Intune (MDM/MAM): enrollment, compliance, profiles, Autopilot/imaging; Windows/macOS support. Security & networking: Microsoft Defender, Cisco AnyConnect and Umbrella concepts; identity/access troubleshooting (MFA, Conditional Access). Core skills: Root‑cause analysis, clear documentation, structured communication, customer empathy, and collaboration across time zones. Excellent technical and non-technical communication skills, both written and verbal, with proven ability across all levels, both inside and outside the company. Strong customer service focus and experience working with end-users and senior leadership. Ability to work in both strategic and operational (implantation) environments. Nice to Have Familiarity with Microsoft Purview information protection basics (label‑aware behaviors) in support contexts. Automation (Power Automate and Copilot Studio) /scripting for endpoint tasks (PowerShell), packaging tools, or remote support platforms. Education and Experience Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent professional experience may be considered in place of formal education. Experience working with or managing an external MSP (Managed Service Provider), including ticket triage, queue management, and vendor relationship coordination. Hands-on experience delivering infrastructure or operational projects, such as cloud storage migrations (e.g., Box to OneDrive/SharePoint), e‑signature platform transitions (e.g., DocuSign to Adobe), or data protection audits (e.g., Druva). Strong knowledge of Windows, macOS, Microsoft 365, Azure AD/Entra ID, and collaboration platforms (Teams/SharePoint/OneDrive). Familiarity with EU data protection expectations (GDPR), security best practices, and compliance requirements relevant to IT operations. Experience supporting a distributed or international workforce, with the ability to communicate technical concepts clearly to non‑technical users. Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals/Administrator, Cisco, AWS or other computer certifications) preferred are a plus but not required. Work Environment Global remote with async collaboration; preference non-pacific time zone's location (US east coast or Europe) to enhance overlap with Operations and Infrastructure. Occasional scheduled maintenance windows and cross‑region handoffs; light on‑call rotation may apply (if required by project). While performing the duties of this job, the employee may be exposed to various components of an office environment such as fluorescent lighting, pollen, dust, recycled air, cooling fans, Video Display Terminals, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise. This description is a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties associated with the position. Further, the description does not constitute a contract between the employee and employer, and the organization maintains the right to change the job duties for this position at its discretion. TechSoup Values Promote Trust: We listen to and learn from each other. We practice openness, collaboration, fairness, and sharing for the greater benefit of all. Show Courage: We step forward to create an open dialogue about complex issues and work together to forge ahead. Be Resourceful: We are problem solvers and constantly aim to find creative solutions to get the job done. Strive for an Equitable Planet: We are devoted to fostering respect, inclusion, and tolerance. Be Relevant: As global citizens in the changing landscape, we strive to better serve our communities, our colleagues and stakeholders, and the world at large. Inspire: We innovate and find new ways to create impact, to inspire, and to engage others. TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance. TechSoup has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. Additional functions and requirements may be assigned by managers as deemed appropriate. This document does not represent a contract of employment, and TechSoup reserves the right to change this position description and/or assign tasks for the employee to perform, as TechSoup may deem appropriate. The base salary range for this full-time remote position is $61,000.00-$75,000.00 annually plus benefits (US national range). TechSoup determines salary ranges based on a role, level, and location. The range reflects the minimum and maximum targets for new hire salaries for the position across all US locations. This is a global position open for UK, Europe and Africa and salaries will be adjusted based on those geographies. Individual pay is determined by location and other factors, including job-related skills, experience, relevant education or training, business needs, and market demands. TechSoup offers a comprehensive benefits package, including medical, dental, vision, retirement, and other perks.