Client Tech Support Engineering - Associate

Job Description - Endpoint Solutions Lead (EUC Tower)

Role Overview

• Windows Endpoint (SCCM / Intune)
• Apple Endpoint (JAMF / macOS / iOS)
• VDI (Citrix / AWS WorkSpaces / AppStream)
• Print Services (Enterprise Print Infrastructure)

Key Responsibilities

• Take end-to-end technical ownership of day-to-day delivery across:
  • Device management (Windows & Apple)
  • VDI platforms (Citrix / AWS)
  • Print infrastructure
• Ensure services meet SLA / KPI targets and security & compliance standards
• Execute and validate complex changes, upgrades, and migrations
• Support continuous service stability and improvement initiatives

• Act as the senior hands-on technical resource and first-line escalation point (L2/L3) across all endpoint technologies
• Provide technical guidance on:
  • SCCM / Intune configuration, packaging, and co-management
  • JAMF and Apple ecosystem administration
  • Citrix / AWS VDI configuration and troubleshooting
  • Print infrastructure standardization
• Review changes and deployments raised by L1/L2 engineers before Manager sign-off
• Escalate complex architecture or design decisions to the Manager with clear technical context

• Support the Manager in service reviews, technical discussions, and client communications
• Independently handle routine technical stakeholder queries and status updates
• Translate technical issues into clear, structured updates for the Manager/client

• Act as technical lead during P1/P2 incidents, driving triage and resolution on technical bridge calls
• Ensure timely diagnosis, workaround, and permanent fix across endpoint technologies
• Drive RCA documentation and preventive action tracking
• Escalate to the Manager when incidents require client-level or cross-tower coordination

• Drive and execute initiatives such as:
  • Intune-first / modern endpoint transformation
  • Apple zero-touch deployment (ABM + JAMF)
  • VDI optimization and cloud adoption (AWS)
  • Print standardization and reduction of legacy issues
• Contribute to reducing ticket volume, repeat incidents, and manual effort

• Build and maintain automation using PowerShell / scripting and endpoint management tools
• Standardize application packaging, patch management processes, and policy configurations
• Promote and model an engineering mindset over a support mindset within the team

• Provide day-to-day technical mentoring to L1 and L2 engineers
• Conduct knowledge-transfer sessions and technical training
• Support the Manager in technical reviews and performance evaluation inputs
• Raise the technical depth and ownership mindset of the wider team

• Track and report on KPIs: patch compliance, endpoint health, VDI performance, ticket trends
• Ensure audit readiness and compliance adherence for owned areas
• Provide structured technical inputs and data to the Manager for stakeholder reporting

Required Skills & Qualifications

• Strong hands-on experience in:
  • SCCM / Intune (co-management, patching, packaging)
  • JAMF / Apple device management
  • Citrix VDI (CVAD / DaaS) + exposure to AWS VDI
  • Active Directory, GPO, endpoint security
• Good understanding of networking fundamentals
• Working knowledge of identity & access (Azure AD / Entra ID)

• Ability to support design of endpoint management architecture and VDI solutions (on-prem + cloud)
• Good understanding of modern endpoint trends (Intune-first, zero-touch) and hybrid environments

• Strong scripting skills - PowerShell (mandatory)
• Working exposure to APIs / automation frameworks (preferred)

• Good ITIL knowledge: Incident, Problem, Change, Service Improvement
• Working experience with CAB, RCA, and SLA governance

• Strong client-facing communication (comfortable handling US stakeholders)
• Sound decision-making under pressure, especially during outages
• Ability to question and improve existing setups
• Ownership mindset - proactive rather than reactive
• Strong mentoring and knowledge-sharing orientation

Experience & Education

• 8 - 11 years of experience in Endpoint / EUC / Infrastructure
• 2+ years in a senior engineer / lead capacity, with demonstrated technical ownership
• Bachelor's degree in IT or related field
• Certifications (an advantage):
  • Microsoft (MD-102 / AZ-104)
  • JAMF certifications
  • Citrix certifications
  • AWS (Solutions Architect - Associate)

Key Performance Indicators (KPIs)

• Endpoint SLA adherence within owned scope
• Patch compliance (>95-98%)
• Reduction in repeat incidents
• VDI performance (login time, session stability)
• Endpoint compliance & security posture
• CSAT contribution
• Automation adoption and process standardization

What Good Looks Like in This Role

• Consistently reliable, hands-on technical execution across the Endpoint tower
• Strong reduction in ticket volume and escalations within owned areas
• Active contribution to modern endpoint (Intune-first), Apple automation (zero-touch), and cloud VDI adoption roadmaps
• L1/L2 team members show visible growth in technical depth and ownership
• Manager can rely on the Lead to independently resolve L2/L3 issues without escalation