Cloud Service Desk Engineer

Job Title: Cloud Service Desk Engineer

Location: Washington DC (Hybrid Remote with occasional onsite support as needed)

Duration: Upto 5 Years

Position Overview

We are seeking an experienced Cloud Service Desk Engineer to provide advanced engineering support for enterprise cloud and endpoint environments. This role serves as a technical escalation point for complex issues impacting users devices and cloud services with a focus on troubleshooting root-cause analysis operational excellence and continuous service improvement. This is an engineering-focused role supporting escalated issues and enterprise technologies rather than traditional Tier 1 help desk support.

Key Responsibilities

• Provide engineering support for complex and escalated technical issues across enterprise environments.
• Troubleshoot and resolve advanced Windows and macOS endpoint issues.
• Support enterprise cloud services and related user-facing technologies.
• Manage device lifecycle activities including provisioning enrollment deployment replacement and retirement.
• Monitor system health logs and operational alerts using enterprise monitoring and logging tools.
• Perform root-cause analysis and implement long-term corrective actions.
• Develop and maintain technical documentation runbooks knowledge articles and troubleshooting procedures.
• Collaborate with endpoint infrastructure security and cloud teams to resolve cross-functional issues.
• Support enterprise endpoint compliance configuration management and operational readiness initiatives.

Required Qualifications

• Bachelors degree preferred.
• Minimum 8 years of IT experience.
• Minimum 6 years supporting enterprise-scale environments.
• Experience resolving escalated technical incidents and complex support issues.
• Strong knowledge of enterprise device support and troubleshooting.
• Experience supporting cloud-based services and platforms.
• Device lifecycle management experience.
• Experience with enterprise logging and monitoring tools.
• Strong support experience in Windows and macOS environments.
• Excellent troubleshooting analytical and problem-solving skills.

Preferred Qualifications

• Endpoint analytics experience.
• Enterprise troubleshooting and root-cause analysis methodologies.
• Experience creating technical documentation and knowledge management content.
• Experience supporting VDI and remote workforce environments.
• Familiarity with endpoint security and compliance tools.

Success Profile

Candidates should demonstrate experience providing engineering-level support beyond traditional help desk functions handling complex escalations and supporting large enterprise environments with a focus on operational excellence and continuous improvement.