Technical Support Engineer

Hayward Hawk's longstanding client is hiring for a Support Engineer to join their growing team. I’m working with a highly regulated, technology-driven organisation that supports a complex hybrid infrastructure environment for multiple independent teams operating under a single platform. They’re looking for an experienced Technical Support Engineer to provide high-quality end-user and platform support in a fast-paced, security-conscious environment.

This role suits someone who is confident supporting technically demanding users, understands the importance of access control and segregation of data, and can respond quickly to issues that directly impact business-critical operations.

This role will be on a US timezone, working 12pm - 9pm.

You’ll provide remote technical support across a hybrid Microsoft-centric environment, supporting identity, email security, VPN connectivity, and remote access services. The environment supports multiple independent teams, meaning frequent onboarding and offboarding and strict security and compliance requirements.

You’ll be expected to take full ownership of support cases, communicate clearly with users, and escalat % e effectively when required.

• Provide high-quality remote end-user support via phone, email, and chat
• Manage incidents and service requests through an ITSM platform
• Take ownership of tickets through to user-confirmed resolution
• Support onboarding and offboarding, access control, and user provisioning
• Troubleshoot Microsoft 365, Active Directory, and identity-related issues
• Manage mailboxes, distribution lists, and permissions
• Investigate and respond to email security and phishing alerts
• Troubleshoot VPN connectivity and remote access issues
• Support Citrix, RDP, and virtual desktop environments
• Investigate alerts related to identity and access management activity
• Deploy and maintain endpoint and security tooling
• Document fixes and contribute to internal knowledge bases
• Maintain SLA performance in a high-volume support environment
• Participate in projects and provide out-of-hours support when required

• 3–4 years’ experience in a technical support or service desk role
• Strong Microsoft 365 administration experience (Exchange Online, Teams, SharePoint)
• Experience supporting hybrid Active Directory environments
• Hands-on experience with email security platforms
• VPN and remote access troubleshooting experience
• Experience with endpoint security and device management tools
• Familiarity with ITSM tools such as Service Now
• Comfortable working in regulated, security-conscious environments
• Strong troubleshooting skills and attention to detail
• Excellent written and verbal communication skills
• Ability to remain calm and effective under pressure
• Strong time management and ownership mindset
• Experience supporting financial services or similarly regulated environments
• Exposure to Intune and mobile device management
• Knowledge of Citrix environments
• Basic understanding of network infrastructure and cloud services

This is a strong opportunity for a support engineer who enjoys ownership, complexity, and working in environments where reliability and security are critical.