The End User Engineer (EUE) will be responsible for providing business and IT solutions for complex managed services within a global end user environment of approximately 1000 users. You will be responsible for ensuring a defined specification for software and/or hardware solutions to help improve the end user experience.
The End User Engineer needs a balance of excellent technical and interpersonal attributes. Good judgement, clear communication skills and the ability to help others are fundamental qualities. The person in this role needs to be proficient in understanding and gathering additional requirements working with key business stakeholders of all levels through to executive senior management. To resolve issues, the End User Engineer will need to be able to effectively collaborate with all other IT resolver groups and specialist teams.
The End User Engineer is responsible to support in design, install, administer, document and optimize the solution and related components to achieve and maintain high performance of the workstation estate for our users. This includes ensuring the availability of client/server applications, configuring new implementations, and developing processes and procedures for ongoing management of the environment. This position shares responsibility for the security, integrity. Scope of responsibilities include, core Microsoft back office technologies, and third-party infrastructure software and applications, compliance/audit reporting with automation.
Location Description of Role: Manila Philippines
This is a hybrid role – combination of working remotely and physically in the office at our Tenerity location in Manila, Philippines. Primary working hours will follow UK/US business hours. Out of hours and weekend on-call support will be expected on a rotating basis, limited to emergency issues.
Responsibilities
Administration of Microsoft Windows 11 environment
- Administration of the Apple OS environment
- Security and Vulnerability Management administration for Desktop OS's
- Audit & Compliance administration for Desktop OS's
- Provide automated solutions for Support teams
- Compile automated reports for compliance and security
- Prioritize incoming work and report status. Manage multiple tasks simultaneously. Respond to changing priorities.
- Ensure documentation within the End User Engineering team are stored and accessible from a single point.
- Knowledge and ability to adhere to ITIL processes and leverage ticket management tools such as ServiceNow
- Serve as a forward looking resource, performing evaluation, selection, and implementation of approved technologies that align with technical architecture, business plans and long term strategy.
- Responsible for ensuring the tracking lifecycle management and quality assurance review of key productivity tools, hardware, and services.
- This position manages the endpoint components/systems used by EUE and other functions for daily operations, compliance, and desktop security patching. Has shared impact on final results and has extensive directed freedom to act as required to maintain expected service levels. Responsible for development and implementation of business relationships necessary to expand and ensure program success.
- This position requires a significant focus/passion for customer service and the ability to work to defined timescales and to a high level of quality. It includes constantly improving our service related to endpoint management by exceeding customer expectations within the portfolio of services provided.
- Investigation and resolving of technical escalations from End User Services Support teams
Qualifications
Bachelor degree in an IT related field or equivalent experience
- Minimum 5 years (10 years preferred) experience in Desktop or Server Engineering with Micrsoft and Apple experience
- Strong understanding of Microsoft Admin 365 including Intune
- Strong ability to communicate effectively within IT Engineering Team and wider IT groups
- Advanced troubleshooting and providing output results of solution/solving skills.
- Windows 11 Certification Installing and Configuring W11 | additional qualification within Azure and Intune is a plus
- Requires technical knowledge of Enterprise software and technologies.
- Strong organization/project planning, time management, and change management skills across multiple functional groups and departments, and strong delegation skills involving prioritizing/reprioritizing workloads.
- Advanced problem-solving experience involving researching and coordinating the resources necessary to effectively troubleshoot/diagnose complex issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making.
Knowledge and Skills
- Experience in End User Support and technologies with progressive responsibilities, such as MDT, Power Shell, Windows 11, Intune policy building and GPO Building
- Experience supporting, configuring and engineering Microsoft Technologies including Windows Operating Systems, Group Policy, Microsoft Deployment Toolkit, O365, Active Directory
- Experience with configuration and optimization of Microsoft Defender or other Antivirus tools
- Experience with Microsoft Windows 11 Deployment and Imaging
- Microsoft 365 Admin including Graph and configuration of Single Sign-On (SSO) with MFA and AD integration
- Microsoft & Apple Desktop Operating System support & engineering
- Desktop Application packaging experience and publishing through Company Portal
- Scripting ability in PowerShell
Preferrable Skills
- Experience supporting Lenovo laptop hardware models
- Experience supporting other devices such as Apple iPad, Microsoft Surface, Poly Videoconferencing systems
- Experience leveraging AI for real world use cases to streamline administration
Microsoft Windows 365 Cloud PC Management, RDWeb, Azure AppProxy
- Experience with Dell Absolute security solution
- JamF Mac management software
- SQL/KQL Language query
- MySQL Database management
- Microsoft 365 Graph API/SDK
- Basic understanding of networking protocols (TCP/IP, wireless, switching) and principles of network connectivity
- Remote support tools such as BeyondTrust/Bomgar
