End User Engineer

About Netrio

Netrio is a leading MSP in North America, specializing in IT solutions for mid-market to enterprise customers. We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development.

About the role

• Communicate effectively with clients to understand their technology needs and provide tailored recommendations.

• Lead the implementation, configuration, and ongoing support of email and web security platforms including INKY, Proofpoint, Cisco Umbrella, and Mimecast.

• Troubleshoot complex technical issues and perform thorough Root Cause Analysis (RCA), especially in areas related to email filtering, phishing protection, and secure web access.

• Solve complex technical problems and support junior team members through mentorship and knowledge sharing.

• Work within a ticketing system, ensuring timely and high-quality updates to clients and internal teams.

• Lead system deployments independently or collaboratively with team members.

• Document all completed work and train support staff on client-specific systems and configurations, including security platform usage and incident response procedures.

What you'll do

• Self-starter with the ability to resolve issues end-to-end with minimal supervision, including RCA and actionable recommendations.

• Proven hands-on experience with desktop support; comfortable handling escalations for advanced desktop issues.

• Demonstrated experience in configuring and supporting email and web security platforms such as INKY, Proofpoint, Umbrella, and Mimecast.

• Ability to analyze and respond to email threats, phishing attempts, and web filtering issues using the above platforms.

• Excellent communication skills in both writing and speaking; confident when working with clients, internal teams, and external vendors.

• Willingness to participate in on-call rotations and respond to escalations from systems engineers and team leads.

• Flexibility to work extended hours or weekends for client implementations, upgrades, or critical projects.

• Strong team collaboration skills; expected to share knowledge and work transparently with peers.

• Capable of producing detailed technical documentation for new processes, implementations, and project work.

Qualifications

Required:

• Minimum 5 years of IT support experience, including time spent in a Managed Service Provider (MSP) environment handling diverse technical challenges across different client setups.

• Expert-level knowledge of Microsoft 365: security, administration, deployment, and migration.

• Strong skills in Microsoft Windows, macOS, Microsoft Entra ID, Intune, Exchange, Defender, and endpoint protection.

• Solid understanding of Azure infrastructure: cost optimization, performance, security, and Azure Landing Zones.

• Proficiency in Intune MDM: policy creation, device enrollment, and management.

• SharePoint administration and migration strategy knowledge.

• Experience with DNS, DHCP, Active Directory, and Group Policy.

• Knowledge of email and security tools (Umbrella 365, INKY, Proofpoint) and email protocols (SPF, DMARC, DKIM).

• Skilled in patching, software packaging, and modern device setup methods.

Preferred:

• Experience in regulated environments (SOC2, HIPAA, HiTrust).

• Automation experience with tools like Chef, Puppet, Ansible, or Salt.

• Microsoft Azure certifications.