Manage and resolve endpoint-related incidents, requests, and service tasks through the ServiceNow queue in accordance with established SLAs. Administer and support Windows and macOS endpoints using Microsoft Intune and Jamf Pro. Perform endpoint provisioning, configuration, application deployment, compliance management, and policy administration. Support Microsoft Autopilot, device enrollment, lifecycle management, and endpoint security initiatives. Utilize Tanium for endpoint visibility, inventory management, patch compliance, remediation, and operational support. Provide Tier 2/3 support and troubleshooting for endpoint, device management, and client platform issues. Support privileged access and remote support solutions using BeyondTrust. Investigate and resolve endpoint compliance, configuration, software deployment, and patching issues. Collaborate with Endpoint Systems Architects to implement new technologies, policies, standards, and process improvements. Create and maintain technical documentation, operational procedures, and knowledge base articles. Participate in endpoint-related projects, migrations, upgrades, and security initiatives. Monitor endpoint management platforms and proactively identify opportunities for operational improvement. Escalate complex issues to senior engineers or architects when required and assist with root cause analysis. Ability to work independently and collaboratively with cross-functional teams. Strong attention to detail and commitment to operational excellence. Willingness to learn new technologies and contribute to continuous improvement. Hands-on experience with Microsoft Intune for endpoint management, policy configuration, compliance management, and application deployment. Experience administering and supporting Windows and macOS endpoints in an enterprise environment. Working knowledge of Jamf Pro for macOS device management. Experience with Tanium for endpoint visibility, inventory, patch compliance, remediation, and operational reporting. Good understanding of Microsoft Autopilot, device enrollment, provisioning, and endpoint lifecycle management. Experience working with ServiceNow for incident, request, and task management. Ability to troubleshoot endpoint compliance, configuration, patching, software deployment, and device management issues. Experience providing Tier 2/3 technical support for endpoint and client platform issues. Knowledge of privileged access and remote support tools such as BeyondTrust. Strong understanding of endpoint security, compliance, and enterprise IT operational processes. Experience working with Endpoint Systems Architects or engineering teams on technology rollouts and process improvements. Knowledge of PowerShell scripting for automation and troubleshooting. Understanding of ITIL processes including Incident, Request, Change, and Problem Management. Experience supporting endpoint-related migrations, upgrades, and security initiatives. Familiarity with global IT support operations and SLA-based service delivery. Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Relevant certifications in Microsoft Intune, Microsoft Endpoint Administrator, Tanium, Jamf, macOS support, or endpoint security will be an added advantage. Ability to manage multiple incidents, requests, and operational tasks within defined SLAs.
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