Snr EUC Tier 3 Engineer - ManageEngine Endpoint Central

Reference: JHB007338-Arnel-2

We are looking for a highly skilled Senior Tier 3 EUC Engineer with advanced hands-on expertise in ManageEngine Endpoint Central for a long-term contract role. 

The role will focus on advanced endpoint management, including patch management, software deployment, OS imaging, application distribution, device configuration and endpoint compliance, while acting as a senior escalation point for complex EUC incidents.

If you have strong ManageEngine Endpoint Central expertise and enjoy solving complex endpoint challenges in a large enterprise environment, we would like to hear from you. Duties & Responsibilities Qualifications and Certifications

• NQF Level 5 or IT Diploma
• Apple Certified Support Professional
• ITIL 4/5 Foundation
• Microsoft 365 Certified: Modern Desktop Administrator Associate/Architect
• ManageEngine Endpoint Central Device Management Certification

Minimum Experience

• Minimum of six years’ relevant End User Computing, desktop engineering, endpoint support or technical support experience.
• At least three years’ experience in a Tier III or senior EUC support role within a structured enterprise IT or IT Service Management environment.
• Experience administering endpoint management and Mobile Device Management technologies - advanced hands-on expertise in ManageEngine Endpoint Central is critical.
• Experience supporting enterprise device deployments, operating system upgrades, service transitions and major End User Computing projects.

 
Technical Competencies

• Experience with operating system imaging, standard device builds, patch management, software packaging and application deployment.
• Working knowledge of Windows, Microsoft 365 and enterprise endpoint environments; macOS, Linux, iOS and Android experience will be advantageous.
• Knowledge of Incident, Problem, Change, Release, Knowledge, Configuration and IT Asset Management processes. 
• Experience conducting technical investigations, Root Cause Analysis and implementing corrective and preventative actions.
• Strong analytical, problem-solving, documentation, communication, mentoring and stakeholder-management skills.

Responsibilities

• Provide Tier III remote and onsite support, ticket triage, advanced troubleshooting and resolution of complex End User Computing incidents and service requests.
• Act as the senior escalation point for Tier I and Tier II teams, ensuring escalations contain sufficient diagnostic, impact and troubleshooting information.
• Troubleshoot hardware, operating systems, software, user profiles, access, connectivity, device configuration and other end-user technology issues, collaborating with relevant technical teams and service providers.
• Deploy, configure, administer and support desktops, laptops, tablets, mobile devices and related end-user technologies throughout the device lifecycle.
• Develop, test, maintain and deploy approved operating system images, standard device builds, software packages, patches and upgrades.
• Administer ManageEngine and other approved endpoint management technologies across Windows, macOS, Linux, iOS and Android devices.
• Manage device enrolment, provisioning, software distribution, patching, remote administration, endpoint health, security and compliance policies, inventory, licensing and lifecycle processes.
• Administer Mobile Device Management services, including secure corporate access, application control, configuration profiles, remote lock and remote wipe.
• Maintain standardised operating system configurations, desktop software and device builds across the supported environment.
• Support bulk deployments, technology refreshes, new joiners, employee movements, leavers, device moves, additions, changes and upgrades.
• Participate in the planning, readiness assessment, testing, piloting, rollout and post-implementation support of major operating system, software and enterprise-wide End User Computing projects.
• Take technical ownership of major or complex incidents and coordinate investigation, communication, escalation and resolution activities.
• Investigate recurring and high-impact incidents and contribute to Problem Management, Root Cause Analysis, corrective actions, known errors and preventative measures.
• Participate in contract transitions, discovery, knowledge transfer, technical handover, environment validation and service stabilisation activities.
• Create and maintain technical documentation, operating procedures, support guides, configuration records, known error records and knowledge articles.
• Maintain accurate records within the approved IT Service Management system and manage assigned activities in accordance with service levels, quality standards and operational requirements.
• Provide technical guidance, mentoring and knowledge transfer to Tier I and Tier II support personnel.
• Comply with applicable IT service management, security, governance, change, release, asset, configuration and operational policies and standards.
• Perform other reasonable technical and operational duties aligned with the seniority and nature of the position.