Client Tech Support Engineering - Associate

Job Description

*Job Description – Endpoint Solutions Lead (EUC Tower)* Experience: 8 – 11 years *Role Overview* The Endpoint Solutions Lead is a senior, hands-on technical role responsible for driving day-to-day engineering excellence across the Endpoint (EUC) tower, spanning:

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

Working closely with the Endpoint Solutions Manager, the Lead acts as the senior-most hands-on engineer in the tower — owning complex technical delivery, mentoring L1/L2/L3 engineers, driving automation, and acting as the first point of technical escalation (L2/L3) before issues are routed to the Manager for L3/L4 or client-level escalation. *Key Responsibilities* Technical Delivery & Hands-On Engineering

• 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

Technical Leadership (L2/L3 Escalation)

• 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

Client & Stakeholder Support

• 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

Escalation & Incident Management

• 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

Service Improvement & Transformation

• 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

Automation & Standardization

• 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

Team Mentoring & Capability Building

• 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

Governance, Compliance & Reporting

• 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* Technical Expertise (Must-Have Breadth + Depth)

• 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)

Architecture & Strategy (Working Knowledge)

• 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

Automation & Tools

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

Process & Governance

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

Leadership & Soft Skills (Critical)

• 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

QualificationsComputer Science

Range Of Year Experience-Min Year3

Range Of Year Experience-Max Year8