End User support - Desktop Engineer

Job Responsibilities :

• Endpoint Management & Deployment : Manage and configure Microsoft Endpoint Manager (Intune) and Windows Autopilot. Configure, test, and deploy hardware and software to users both locally and remotely Oversee Laptop / Desktop imaging including installations of all appropriate applications and security layers Diagnoses and resolves problems related to the operation of PCs on the network Administer and enforce compliance policies and configuration profiles. Oversee application packaging, deployment, and Windows update policies. Troubleshoot and support hardware / software issues on Windows OS.
• ManageEngine Desktop Central : Configure and manage endpoint devices using ManageEngine Desktop Central. Automate patch management, software deployment, and asset management. Monitor and optimize system performance and security.
• Collaboration & Documentation :
• Work closely with IT Security, Infrastructure, and Service Desk teams.
• Maintain detailed documentation, SOPs, and knowledge base articles.
• Troubleshoot and repair break / fix issues
• Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts
• Provide solutions to user issues by identifying problems, researching answers, and helping to implement
• Train users in basic problem resolution and understanding of how to make efficient use of their PCs
• Respond to user requests and service issues in a timely and professional manner
• Provide support via phone using remote support software
• Create, monitor, update, and close tickets using Service Now ticketing system
• Adhere to Black Box corporate, technology and security policies at all times while performing daily functions
• Remain current on technical and operational details concerning PC products and support
• Technical Skills :
• Deep understanding of Windows 10 / 11, Office 365, and MDM policies.
• Knowledge of Microsoft Entra ID (formerly Azure AD), Group Policy, and endpoint security practices.
• Experience with virtual desktop administration (., Windows 365, Citrix).
• Extensive experience with Win 10 / 11 OS – Control panel, System settings, networking, device manager.
• Microsoft Outlook, Word, Excel, Cisco AnyConnect, CrowdStrike, backup tools
• Microsoft Outlook – OST / PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail.
• Networking – IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.
• Active Directory Password resets and User properties.
• Working knowledge of Microsoft Teams audio / video conferencing systems
• Laptop backup using Veeam
• Soft Skills : Excellent communication and documentation abilities. Strong problem-solving skills and attention to detail.

Personal Qualifications