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, and co-management configuration issues with Configuration Manager (SCCM/MECM) where applicable.
• Perform remote endpoint diagnostics and remediation via Intune remote actions, RMM tooling, and PowerShell scripting — resolving software, driver, and OS-level issues without requiring physical access.
• Manage application packaging and deployment: Win32 app wrapping, LOB app publishing, Microsoft Store for Business, and MSIX App Attach for AVD environments.
• Maintain endpoint security baselines: BitLocker encryption status, Defender for Endpoint onboarding, Windows Update compliance, and local admin policy enforcement via Intune. Azure Virtual Desktop (AVD) Support & Operations
• Provide Tier 1 and Tier 2 support for Azure Virtual Desktop environments — troubleshoot session host connectivity, user profile load failures, application launch errors, and FSLogix profile container issues.
• Monitor AVD host pool health, session host availability, and resource utilization via Azure Monitor and the AVD Insights workbook; escalate capacity or performance issues proactively.
• Manage AVD user assignments, application group entitlements, and workspace configurations in the Azure portal and via PowerShell.
• Troubleshoot FSLogix profile container issues: VHD mounting failures, profile bloat, antivirus exclusion gaps, and storage account connectivity problems (Azure Files / NetApp).
• Support AVD image lifecycle operations: assist with golden image updates, Sysprep and generalization workflows, and image version publishing via Azure Compute Gallery.
• Coordinate with the cloud engineering team on AVD scaling plan adjustments, session host reprovisioning, and host pool configuration changes requiring elevated access. Azure & Cloud Support
• Handle Azure-level support tasks within defined scope: virtual machine start/stop/restart operations, disk management, resource group access reviews, and Azure AD (Entra ID) administrative actions.
• Troubleshoot Azure resource connectivity issues: NSG rule review, VNet peering status, Azure Bastion access, and Private Endpoint DNS resolution.
• Monitor Azure resource health alerts and service health notifications for client subscriptions; create ServiceNow incidents for actionable events and coordinate with the NOC where applicable.
• Support Azure Backup and Recovery Services Vault operations: validate backup job completion, initiate restore operations, and escalate vault configuration issues to the cloud engineering team.
• Assist with Entra ID (Azure AD) administrative tasks: group-based license assignment, Dynamic Group query troubleshooting, PIM role activation support, and B2B guest user management. Documentation & Knowledge Management
• Document all troubleshooting steps, resolution paths, and workarounds in ServiceNow ticket records to a standard that enables any peer to understand the full case history.
• Author knowledge base articles and how-to guides for recurring issues, newly onboarded client environments, and common end-user self-service scenarios.
• Maintain accurate client environment documentation: tenant configurations, device naming conventions, imaging standards, AVD host pool