Desktop Support Engineer

<div class="content-intro"><p><strong>Who We Are</strong></p> <p>Finance leaders choose Billtrust to get paid faster, control costs, and maximize customer satisfaction. As the leader in B2B accounts receivable workflow and payment software, we provide the world’s leading brands with AI-powered solutions across the full AR lifecycle—from invoice presentment and payment processing to cash application and collections. With over 2,600 global customers, more than $1 trillion in invoice dollars processed, and a proprietary network of 13 million buyers, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on meaningful customer outcomes.</p> <p>We’re an AI-first company, not just in what we build for our customers, but in how we work. Across every function, our teams use AI tools daily to work faster, make better decisions, and deliver higher-quality outcomes. We hire exceptional people, give them cutting-edge AI capabilities, and measure success by the impact they create. If you want to do the best work of your career at the frontier of AI and fintech, Billtrust is the place to do it.</p> <p><strong>Our Values</strong></p> <p><strong>Customers</strong></p> <p>We relentlessly increase value for customer and do the right thing for them.</p> <p><strong>Action</strong></p> <p>We make ‘thoughtfully fast’ decisions, act quickly, cut through red tape, deliver progress not perfection, take ownership and accountability.</p> <p><strong>Team Spirit</strong></p> <p>We put the team ahead of ourselves, foster trust and respect, collaborate with passion, despise toxic politics, value our differences, and celebrate together.</p> <p><strong>Innovation</strong></p> <p>We challenge the status quo, experiment thoughtfully, and are novel and brilliant in what we create.</p> <p><strong>Excellence</strong></p> <p>We love to win, but we hate losing even more. We aspire to be the best and take pride in our work. When we fall short, we own it and come back stronger.</p></div><p><strong>Desktop Support Engineer</strong></p> <p>As a Desktop Support Engineer in the Billtrust GCC Operations Engineering Center, you will be the frontline technical expert responsible for endpoint management, user provisioning, and desktop infrastructure. Working closely with the Nashville-based IT Services Manager, you will support a hybrid workforce across multiple geographies, manage Intune-enrolled devices, handle imaging and deployment pipelines, and drive automation initiatives that reduce ticket volume and improve employee experience. This role replaces our legacy outsourced desktop support function and represents a strategic investment in building internal technical capability.</p> <p><strong>Key Responsibilities</strong></p> <ul> <li>Manage and maintain Microsoft Intune-enrolled endpoints including Windows, macOS, and mobile devices across the global Billtrust workforce</li> <li>Execute user provisioning and de-provisioning workflows in Azure AD / Entra ID, ensuring timely onboarding and secure offboarding with proper access controls</li> <li>Build and maintain standardized OS images, deployment profiles, and configuration policies using Intune and Autopilot for zero-touch provisioning</li> <li>Provide Tier 2 desktop support for hardware, software, and connectivity issues, resolving escalations from the service desk within defined SLAs</li> <li>Monitor endpoint compliance, patch status, and security posture dashboards; remediate non-compliant devices proactively</li> <li>Manage software packaging, testing, and deployment through Intune and Company Portal, maintaining an up-to-date application catalog</li> <li>Administer and troubleshoot Microsoft 365 applications, VPN configurations, printing infrastructure, and collaboration tools</li> <li>Document standard operating procedures, knowledge base articles, and runbooks for common support scenarios</li> <li>Collaborate with Security Operations to investigate and remediate endpoint-related security incidents and vulnerability findings</li> <li>Track and manage IT asset lifecycle including procurement coordination, inventory tracking, warranty management, and secure disposal</li> </ul> <p>&nbsp;</p> <p><strong>Required Qualifications</strong></p> <p><strong>&nbsp;&nbsp;&nbsp; Technical Skills</strong></p> <ul> <li>3+ years of experience in enterprise desktop support or endpoint engineering</li> <li>Strong proficiency with Microsoft Intune, Autopilot, and Endpoint Manager for device lifecycle management</li> <li>Experience with Azure Active Directory / Entra ID for identity management, conditional access, and group policy</li> <li>Hands-on experience with Windows 10/11 imaging, deployment, and troubleshooting at scale</li> <li>Working knowledge of macOS management in a Microsoft-centric enterprise environment</li> <li>Familiarity with ITSM platforms (ServiceNow, Jira Service Management) for ticket management and SLA tracking</li> <li>Proficiency using AI Chat Claude Code, GitHub Copilot or similar AI coding assistance</li> <li>Experience using, supporting, and deploying AI assistant tools (Copilot, ChatGPT, Claude etc)</li> <li>Demonstrated ability to utilize AI-powered tools to streamline support tasks, assist with documentation and guide end-user in adopting AI productivity solutions across the organization</li> </ul> <p><strong>&nbsp;</strong></p> <p><strong>Soft Skills &amp; Mindset</strong></p> <ul> <li>Excellent written and verbal communication skills for cross-timezone collaboration with Nashville-based leadership</li> <li>Customer-service orientation with strong empathy for end-user experience</li> <li>Self-motivated and able to work independently during off-hours relative to US-based management</li> <li>Detail-oriented approach to documentation, change management, and process improvement</li> </ul> <p><strong>Preferred Qualifications</strong></p> <ul> <li>Microsoft certifications: MD-102 (Endpoint Administrator), AZ-900, or SC-900</li> <li>Experience with PowerShell scripting for automation of repetitive IT tasks</li> <li>Familiarity with zero-trust security models and endpoint detection &amp; response (EDR) tools</li> <li>Experience supporting VDI or cloud-hosted desktop environments</li> </ul>