IT Helpdesk Engineer

About Tenthpin

Tenthpin is looking for a proactive and customer focused IT Helpdesk Engineer to provide high quality 1st and 2nd line support across our remote-first global user base.

As an IT Helpdesk Engineer, you will have significant hands-on experience supporting Microsoft 365 applications and infrastructure, Windows, Microsoft Intune and common desktop software. Previous use of ITSM tools is expected, knowledge of Jira Service Management would be beneficial. You will play a key role in resolving technical issues, improving user experience, and contributing to the continuous enhancement of IT services.

Previous experience in a similar role is essential, as are excellent written and verbal English language skills. Alongside day-to-day tickets, remotely onboarding and offboarding new Colleagues, there is the opportunity to work on small projects to improve our infrastructure.

Your Responsibilities

• Act as the first point of contact for all incoming IT support requests via Jira Service Management
• Log, triage, and prioritise incidents and service requests according to SLAs
• Provide remote support for end user issues related to: Microsoft 365 applications (Teams, Outlook, Word, Excel, SharePoint etc.), Windows 11 OS, Email, Teams, and collaboration tools, Hardware troubleshooting (laptops, peripherals, mobile devices)
• Guide users through fixes and provide clear communication on ticket progress
• Troubleshoot more complex issues related to: Microsoft Intune (device enrolment, compliance, policies, app deployments, Windows Autopilot), Microsoft 365 administrative tasks (user setups, permissions, license assignments), Windows system troubleshooting and endpoint configuration
• Escalate issues to senior technical Colleagues, when required and collaborate on resolution
• Contribute to problem management by identifying recurring issues and proposing permanent fixes
• Ensure compliance with IT policies, security standards, and best practices
• Collaborate with IT team members to support enterprise SaaS applications and services

Your Experience

• Minimum of 5 years of experience in similar role(s)
• Experience managing M365 and Windows desktop in a remote Company
• Excellent problem-solving and analytical skills
• Strong English written, and spoken communication along with interpersonal abilities
• Experience with automation tools and scripting languages (e.g., PowerShell)
• Hands-on management of Microsoft Intune for MDM & MAM
• Management of small internal projects, liaising with external vendors
• Knowledge of security products such as Microsoft Sentinel, Defender and DLP would be advantageous
• Experience managing Windows 365 Desktop environments

Key Technologies

• Microsoft Intune, Entra ID & Azure
• Microsoft 365, especially SharePoint Online administration & Defender ATP

Why Join Tenthpin?

Tenthpin is a global consulting and technology boutique dedicated to the Life Sciences industry. With over 400 consultants across eight countries—including the US, Switzerland, Germany, UK, Portugal, Poland, Japan, and India—at least 16 of the top 20 Life Sciences companies worldwide trust our independent, unbiased expertise.

We offer a competitive salary, strong benefits, and a collaborative environment that supports your growth and development.

Are you passionate about digitally transforming Life Sciences companies? Want to create impact with leading brands and deliver real value? Enjoy working in an entrepreneurial and collaborative team?

Key skills/competency

• Microsoft 365 Support
• Windows OS Management
• Microsoft Intune
• Jira Service Management
• Hardware Troubleshooting
• Active Directory
• Powershell Scripting
• SaaS Application Support
• IT Security
• Customer Service