Internal Support Engineer

About Ironwood Digital At Ironwood Digital , our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. We support organizations of all sizes looking to deploy, manage, and cost-optimize native Microsoft technologies. We partner with Enterprises and Managed Service Providers all over the world to add value on top of their existing native Microsoft investments like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune. Created in 2016, Ironwood Digital has always taken a market-leading and collaborative approach to cloud deployment and management. In fact, our product roadmap is greatly influenced by the regular feedback we receive from having seen companies deploy AVD into production environments several thousand times using Ironwood Digital technology. Today, Ironwood Digital is used in over 50 countries by more than 15,000 organizations of every size and vertical. We’re committed to delivering exceptional service and support, which starts with identifying and supporting the best staff possible. We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Ironwood Digital are leading, then we want to speak with you. Our Internal Support Team keeps Ironwood Digital running — maintaining the corporate infrastructure, endpoints, identity systems, and collaboration tools that every employee depends on. This is a team that takes pride in operational excellence and getting things right. About the role We are hiring an experienced IT Support Engineer to join our Internal Support Team in the EMEA region. This role is ideal for someone who has been in the field for several years and is ready to work in a fast-paced, cloud-first environment that actually uses the products and technologies they support. You will be the first point of contact for internal employees across the organization, handling tickets, resolving endpoint and identity issues, onboarding and offboarding users, and contributing to the ongoing health of our corporate environment. You will work closely with a tight-knit IT team and have direct exposure to both on-premises and cloud infrastructure. This is not a passive help desk role. We expect you to ask questions, build knowledge, document what you learn, and grow into a more senior contributor over time. What you'll do End-User Support & Ticketing Serve as the primary point of contact for internal support tickets via Zendesk Triage, prioritize, and resolve hardware, software, and access issues for a globally distributed employee base Escalate complex issues appropriately while owning the communication back to the end user Document resolutions and contribute to the internal knowledge base Identity & Access Management Administer user accounts, groups, and permissions in Microsoft Entra ID (formerly Azure Active Directory) Manage on-premises Active Directory and support synchronization to Entra via the Entra Connect Sync tool Handle user lifecycle events including onboarding, offboarding, and role changes across all connected systems Enforce and troubleshoot Conditional Access policies, MFA enrollment, and SSO configurations Endpoint Management Manage and support Windows and macOS endpoints via Microsoft Intune (Endpoint Manager) Handle device enrollment, compliance policy enforcement, configuration profiles, and app deployment Support remote employees with device troubleshooting across a variety of hardware Microsoft 365 Administration Administer core M365 workloads including Exchange Online, Teams, SharePoint, and OneDrive Manage mailboxes, distribution lists, shared mailboxes, and Teams workspace provisioning Support license assignment and M365 service configurations Ironwood Digital Manager for MSP Support and administer internal use of Ironwood Digital Manager for MSP as part of the corporate toolset Assist with Azure Virtual Desktop (AVD) environments managed through Ironwood Digital , including troubleshooting user session issues Gain familiarity with Ironwood Digital 's product suite as both a user and internal subject matter resource General IT Operations Assist with procurement requests through the Ironwood Digital Procurement Portal Contribute to IT documentation, runbooks, and process improvements Participate in IT projects such as infrastructure upgrades, tool rollouts, and policy improvements Support internal tool rollouts and adoption (e.g., Zendesk AI features, Ironwood Digital Scribe, etc.) Required Qualifications 5 or more years of experience in IT support, systems administration, or a related technical role Hands-on experience with Microsoft Entra ID — including user and group management, Conditional Access, MFA, and hybrid identity Familiarity with on-premises Active Directory and experience supporting Entra Connect Sync or equivalent AD sync tooling Working knowledge of Microsoft Intune — device enrollment, compliance policies, configuration profiles, and app management Experience