Deskside Engineer
hace 8 días
London
Key Responsibilities Advanced Support & Problem Management (Tier 2/3) • Own and resolve complex, high-impact, and escalated support issues (L3) that cannot be resolved by Tier 1 staff., • Perform Root Cause Analysis (RCA) for recurring incidents, developing and implementing permanent solutions across the organization., • Provide specialized, discrete support for executive, VIP, and highly sensitive technical functions., • Administer and maintain enterprise-level endpoint management tools such as Microsoft Endpoint Configuration Manager (SCCM), Microsoft Intune, or JAMF Pro for software deployment and patching., • Develop, test, and deploy automated scripts (PowerShell, Python, or Bash) to streamline routine maintenance, provisioning, and configuration tasks., • Manage and enforce security and group policies within Active Directory, Azure AD, and Okta for identity and access management., • Lead or execute major IT projects, including large-scale OS migrations, enterprise application rollouts, and infrastructure upgrades impacting the end-user environment., • Act as the subject matter expert (SME) for desktop standardization, security compliance, and VDI management., • Serve as a technical escalation point and mentor for junior deskside and Service Desk team members, performing knowledge transfer and training., • Lead the creation, review, and maintenance of high-quality Standard Operating Procedures (SOPs) and advanced troubleshooting guides., • Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience., • Experience: Minimum of 5 years of progressive experience providing high-level deskside, field, or end-user support in a corporate environment., • Technical Skills:, • Expert proficiency in troubleshooting and managing large fleets of Windows (10/11) and macOS endpoints., • Proven experience administering and leveraging a major endpoint management tool (SCCM, Intune, or JAMF)., • Advanced scripting skills (e.g., PowerShell or Python) for automation and task efficiency., • Deep understanding of enterprise networking protocols, VPNs, and advanced security configurations., • Expert knowledge of Microsoft 365/Office 365 administration and advanced troubleshooting., • Soft Skills: Proven ability to lead small projects, excellent communication and documentation skills, and experience in mentorship or knowledge transfer., • Certifications: Microsoft Certified: Modern Desktop Administrator Associate (MD-100/101), ITIL Foundation, or relevant certifications in networking or security (e.g., Network+, Security+)., • Experience administering virtualization technologies (e.g., VMWare Horizon, Citrix)., • Direct experience with cloud identity and synchronization services (e.g., Azure AD Connect)., • Experience managing executive communications and high-priority incidents.