Job Description

• Perform remote diagnostics and remediation on user endpoints across sites and home-based locations.
• Support standard builds, reimaging, and correction of configuration drift on devices returned to service.
• Handle VIP and escalated support requests with priority response and direct stakeholder communication.
• Coordinate hardware shipping, swaps, spares, and returns across locations with logistics and site teams.
• Document recurring issues and feed permanent fixes back into the standard build and knowledge base.
• Prepare device readiness for onboarding and offboarding, including data handling and secure wipe.
• Assist with site rollouts, refresh waves, and desk moves, including staging and post-deployment checks.
• Support conference rooms, shared devices, and local peripherals where remote hands are unavailable.
• Work escalations jointly with engineering teams when endpoint issues indicate a wider platform problem.
• Track ticket ageing and backlog for remote support queues and report on trends and hotspots.

Job Requiremente

• 5+ years in enterprise EUC, desktop support, desktop engineering, or IT operations.
• A Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical work experience)
• Experience with Windows 10/11, Microsoft 365, Intune, SCCM, Autopilot, ServiceNow, imaging, and patching.
• Strong troubleshooting, VIP support, escalation, hardware refresh, and asset tracking skills.