End user device Engineering and Executive Support L3 (Mac and Windows)

We are seeking a highly skilled and dedicated Desktop Engineer who is technically proficient End User Device Engineer (Level 3) with a specialized focus on windows and macOS environments:
Executive Support
to provide exceptional technical assistance and white-glove service to our senior leadership and executive team. This role requires extensive expertise in both Windows and macOS environments strong troubleshooting abilities and an unwavering commitment to customer satisfaction.
Responsibilities:
Executive Technical Support:
Provide expert-level hands-on and remote technical support to executives for all hardware software and peripheral issues on Windows and macOS devices (laptops desktops tablets smartphones) mobility/iOS expertise
Prioritize and promptly resolve executive-level IT incidents and service requests with a focus on minimal disruption and maximum efficiency.
Act as the primary point of contact for executive IT needs ensuring a smooth and personalized support experience.
System Administration
Troubleshooting:
Install configure and maintain operating systems (Windows 10/11 macOS) software applications (Microsoft 365 Suite Adobe Creative Suite specialized executive tools) and hardware components.
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Diagnose and resolve complex technical issues related to network connectivity (Wi-Fi VPN) email printing video conferencing security and data protection.
Perform hardware upgrades replacements and repairs for executive devices.
Conduct regular system updates patching and backups to ensure system stability and security.
Manage and troubleshoot mobile devices (iOS Android) and associated applications.
Security Compliance:
Implement and enforce security protocols including antivirus software disk encryption and endpoint protection solutions.
Collaboration Communication:
Collaborate effectively with other IT teams (Network Systems Security) to resolve complex issues and implement new technologies.
Communicate complex technical information clearly and concisely to non-technical executives demonstrating patience and understanding.
Required Skills
Qualifications:
5 years of experience in a Desktop Support IT Support or End User Computing role with a strong focus on executive or VIP support.
Deep expertise in Windows operating systems (Windows 10 11) and macOS (Ventura Sonoma and newer versions) including advanced troubleshooting and administration.
Hands-on experience with mobile device management (MDM) solutions.
Experience with IT ticketing systems (e.g. ServiceNow Jira).
Excellent problem-solving analytical and critical thinking skills.
Exceptional communication (written and verbal) interpersonal and customer service skills with a proven ability to interact professionally and discreetly with senior executives.
An L3 End User Device Engineer specializing in Mac and Windows is a senior technical role responsible for the advanced support engineering and lifecycle management of client devices within an enterprise environment. They act as a subject matter expert (SME) and escalation point for complex issues that L1 and L2 support teams cannot resolve.
Here's a breakdown of the role responsibilities and key skills:
End User Device Engineering SME – L3 (Mac
Windows)
The L3 End User Device Engineer
is a highly experienced professional who designs implements manages and troubleshoots the end-user computing environment with a strong focus on both macOS and Windows operating systems. This role requires deep technical knowledge excellent problem-solving abilities and a strategic mindset to enhance user experience.
Key Responsibilities:
Advanced Troubleshooting
Root Cause Analysis:
Serve as the final escalation point for complex and critical issues related to Mac and Windows devices including hardware software operating systems network connectivity and peripheral devices.
Perform in-depth root cause analysis (RCA) to identify underlying problems and implement permanent solutions reducing recurring incidents.
Troubleshoot complex issues related to Microsoft 365 and other SaaS applications as they interact with both Mac and Windows endpoints.
Endpoint Management
Engineering:
Strategic Endpoint Management: Lead the development and lifecycle management of Mac and Windows endpoints focusing on automation standardization and security compliance.
Deployment
Provisioning: Design implement and optimize automated deployment solutions for both Windows (e.g. Microsoft Endpoint Manager/SCCM Intune) and Mac (e.g. Jamf Pro Apple Business Manager/DEP).
Configuration Management: Develop and maintain standardized system configurations group policies (Windows) and profiles (Mac) to ensure consistency security and optimal performance across the fleet.
Application Packaging
Deployment: Package test and deploy applications for both Windows and Mac environments ensuring compatibility compliance and silent installations.
Automation
Scripting:
Design and implement automation solutions using scripting languages (e.g. PowerShell for Windows Bash Python AppleScript for Mac) to streamline provisioning patching incident resolution and other repetitive IT tasks.
Explore and leverage automation tools and frameworks to improve efficiency and reduce manual effort in endpoint management.
System Performance
Optimization:
Monitor endpoint performance analyze telemetry data and implement optimizations to continuously improve end-user experience and device reliability.
Conduct technical research and analysis to identify and implement new solutions or improve existing ones.
Collaboration
Mentorship:
Collaborate extensively with other IT teams (Network Server Cybersecurity Service Desk Application Development) to ensure seamless integration and support.
Essential Skills
Qualifications:
Deep Operating System Expertise:
Windows: Expert-level proficiency with Windows 10/11 internals deployment configuration group policy management Active Directory integration and troubleshooting.
macOS: Expert-level proficiency with macOS system internals deployment (e.g. Apple Business Manager DEP) security frameworks and enterprise deployment models.
Endpoint Management Platforms:
Windows: Extensive experience with Microsoft Endpoint Manager (Intune SCCM/MEMCM) for device management software deployment and policy enforcement.
Mac: Expert-level proficiency with Jamf Pro administration (advanced policy creation smart groups patch management extension attributes).
Problem-Solving
Analytical Skills:
Exceptional ability to diagnose complex technical issues perform root cause analysis and develop effective long-term solutions.
Strong analytical thinking to identify trends and proactively address potential problems.
Communication
Interpersonal Skills:
Excellent verbal and written communication skills to articulate complex technical concepts to both technical and non-technical audiences.
Ability to collaborate effectively with cross-functional teams and external vendors.

Regards

Mohammed Ilyas

PH - or Text - or You can share the updated resume at com

 

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time