Service Desk Engineer - Tier II/ III

Cyderes (Cyber Defense and Response) is a pure-play, full life-cycle cybersecurity services provider with award-winning managed security services, identity and access management, and professional services designed to manage the cybersecurity risks of enterprise clients.  We specialize in multi-technology, complex environments with the in speed and agility needed to tackle the most advanced cyber threats. We leverage our global scale and decades of experience to accelerate our clients’ cyber outcomes through a full lifecycle of cybersecurity services. We are a global company with operating centers in the United States, Canada, the United Kingdom, and India.
About the Role :Cyderes is seeking a Tier II/III Service Desk Engineer to provide advanced, in-person IT support at our Kansas City headquarters. This role is ideal for someone with a strong background in Windows and macOS support, endpoint management, and enterprise collaboration tools, who is ready to take ownership of escalated support, onboarding/offboarding, and operational troubleshooting.You’ll work hands-on with technologies including Kandji, Intune, Microsoft 365, FreshService, Meraki, Okta, and Entra ID, ensuring smooth day-to-day operations, secure system access, and an excellent end-user experience. The position also involves network troubleshooting (subnets, VLANs, wireless issues), device patching, and contributing to endpoint hardening and security initiatives.This position reports to the Manager, Corporate IT and requires 4 days in office.

Responsibilities:

• Provide Tier II/III technical support for Windows and macOS systems.
• Manage endpoints with Kandji and Intune, including security baselines, policies, patching, and compliance.
• Administer Microsoft 365/O365 (Exchange Online, Teams, SharePoint, OneDrive).
• Handle tickets and escalations through FreshService, ensuring quality resolution.
• Manage employee onboarding and offboarding, including account and device provisioning.
• Troubleshoot Meraki networking issues, including switches, firewalls, and wireless.
• Support Okta and Entra ID for identity, account management, MFA, and SSO.
• Perform device patching and updates across managed environments.
• Collaborate with Tier I staff and escalate complex issues to engineering or infrastructure teams as needed.
• Provide support for conference room AV systems, Zoom/Teams meeting setups, and executive presentations.
• Assist in endpoint hardening and security initiatives.
• Document troubleshooting steps and contribute to IT knowledge base.

Requirements:

• 3–5 years of IT support experience, including Tier II/III escalations.
• Strong knowledge of Windows 10/11 and macOS.
• Hands-on experience with Kandji and Intune MDM solutions.
• Proficiency with Microsoft 365 administration.
• Familiarity with FreshService or other ITSM platforms.
• Experience supporting Meraki networking.
• Working knowledge of Okta and Entra ID.
• Strong understanding of networking: TCP/IP, DNS, DHCP, VLANs, Wi-Fi.
• Excellent communication and customer service skills.
• Preferred Experience: familiarity with compliance standards (SOC2, ISO, PCI).

Cyderes is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.
Note: This job posting is intended for direct applicants only. We request that outside recruiters do not contact us regarding this position.