This role supports analysis, design, implementation, and ongoing operation of our Device Management (UEM/MDM), Technology Asset Management (TAM), and Virtual Desktop Infrastructure (VDI). It plays a key role in selecting products, guiding strategy, participating in initiatives, and implementing solutions related to these systems. The Senior End User Support Engineer works closely with the end user support team, security team, infrastructure team, and business partners to enhance the user experience as well as implement required security and compliance controls. This role has a strong focus on optimizing operations, enhancing the end user experience, driving automation opportunities, improving security posture, and maximizing integrations between our tools.

A Day in the Life as a Senior End User Support Engineer...

• Act as the primary engineer and Level 3 support for MDM, VDI, and TAM tools and processes through ticket resolution, incident response, and alert monitoring

• Partner with other technical administrators and business partners to administer our technology in a way that empowers our internal customers' business needs

• Participate, coordinate, and execute projects. Provide operational and project status reports. Advise of risk or blockers to success. Act as a knowledge matter expert for tools and processes owned by the Digital Workplace team when consulting in working groups or participating in projects.

• Contribute to product selection activities to find and recommend products that meet organizational requirements. Present pros and cons of each solution and recommendations

• Analyze and Optimize Existing Deployments – Seek and present ways in which we can minimize costs, reduce overlap, reduce management cycles, and enhance capabilities (e.g. printer support contracts, compare support vendors for break fix/deployment)

• Script and automate administrative tasks. Leverage knowledge of scripting and programming to use various languages and techniques to integrate products, increase capabilities, and ease administration

• Create and maintain knowledge base documentation for use by the Digital Workplace, End User Support, and Service and Operations Desk team members

• Provide technical training to Service Desk, Operations teams, and relevant parties

• When necessary, provide after hours, weekend and holiday support

What you'll bring to the table...

• Technical expert in End User Computing technologies including Device Management (Workspace ONE, Intune, Jamf, or SCCM), Technology Asset Management (e.g. Axonius, Jira Insight), and Virtual Desktop Infrastructure (e.g. Citrix, Horizon, Azure Virtual Desktop)

• Technical expert in device management practices for all applicable platforms (Windows, macOS, iOS, Android)

• Strong understanding of End User Collaboration tools (e.g. o365, Google Workspace, Slack)

• Strong experience working with common Scripting languages (python, PowerShell, Bash)

• Experience working with DevOps pipelines for deploying and managing VDI environments (e.g. Terraform and Azure Devops Pipeline)

• Understanding of and experience working and interacting with APIs

• Working knowledge of SSO and MFA tools (e.g. Okta, DUO, EntraID)

• Ability to work autonomously with minimal supervision

• Strong attention to detail and interpersonal skills

• Ability to write and present information and documentation effectively

• Strong ability to manage multiple issues at once

• Ability to collaborate with technical peers across a highly dispersed work environment

• Communicate effectively and efficiently with all company associates and business units including executive leadership

• Maintain awareness of industry best practices and partner with management to ensure these are applied appropriately

We'd love tot hear from you if you have...

• 5+ years experience architecting or engineering End User Computing Technologies

• Bachelor’s Degree in a Technical field or equivalent experience preferred

• Technical expert in the end user technology space

Starting Rate: $92,000.00 - $115,000.00