About this role
Client Tech Support Engineering - Associate
Job description: Job Description – Endpoint Solutions Lead (EUC Tower) Experience: 8 – 11 yearsRole Overview The Endpoint Solutions Lead is a senior, hands-on technical role responsible for driving day-to-day engineering excellence across the Endpoint (EUC) tower, spanning: • Windows Endpoint (SCCM / Intune) • Apple Endpoint (JAMF / macOS / iOS) • VDI (Citrix / AWS WorkSpaces / AppStream) • Print Services (Enterprise Print Infrastructure) Working closely with the Endpoint Solutions Manager, the Lead acts as the senior-most hands-on engineer in the tower — owning complex technical delivery, mentoring L1/L2/L3 engineers, driving automation, and acting as the first point of technical escalation (L2/L3) before issues are routed to the Manager for L3/L4 or client-level escalation.Key Responsibilities Technical Delivery & Hands-On Engineering • Take end-to-end technical ownership of day-to-day delivery across: • Device management (Windows & Apple) • VDI platforms (Citrix / AWS) • Print infrastructure
• Ensure services meet SLA / KPI targets and security & compliance standards • Execute and validate complex changes, upgrades, and migrations • Support continuous service stability and improvement initiatives Technical Leadership (L2/L3 Escalation) • Act as the senior hands-on technical resource and first-line escalation point (L2/L3) across all endpoint technologies • Provide technical guidance on: • SCCM / Intune configuration, packaging, and co-management • JAMF and Apple ecosystem administration • Citrix / AWS VDI configuration and troubleshooting • Print infrastructure standardization
• Review changes and deployments raised by L1/L2 engineers before Manager sign-off • Escalate complex architecture or design decisions to the Manager with clear technical context Client & Stakeholder Support • Support the Manager in service reviews, technical discussions, and client communications • Independently handle routine technical stakeholder queries and status updates • Translate technical issues into clear, structured updates for the Manager/client Escalation & Incident Management • Act as technical lead during P1/P2 incidents, driving triage and resolution on technical bridge calls • Ensure timely diagnosis, workaround, and permanent fix across endpoint technologies • Drive RCA documentation and preventive action tracking • Escalate to the Manager when incidents require client-level or cross-tower coordination Service Improvement & Transformation • Drive and execute initiatives such as: • Intune-first / modern endpoint transformation • Apple zero-touch deployment (ABM + JAMF) • VDI optimization and cloud adoption (AWS) • Print standardization and reduction of legacy issues
• Contribute to reducing ticket volume, repeat incidents, and manual effort Automation & Standardization • Build and maintain automation using PowerShell / scripting and endpoint management tools • Standardize application packaging, patch management processes, and policy configurations • Promote and model an engineering mindset over a support mindset within the team Team Mentoring & Capability Building • Provide day-to-day technical mentoring to L1 and L2 engineers • Conduct knowledge-transfer sessions and technical training • Support the Manager in technical reviews and performance evaluation inputs • Raise the technical depth and ownership mindset of the wider team Governance, Compliance & Reporting • Track and report on KPIs: patch compliance, endpoint health, VDI performance, ticket trends • Ensure audit readiness and compliance adherence for owned areas • Provide structured technical inputs and data to the Manager for stakeholder reporting Required Skills & Qualifications Technical Expertise (Must-Have Breadth + Depth) • Strong hands-on experience in: • SCCM / Intune (co-management, patching, packaging) • JAMF / Apple device management • Citrix VDI (CVAD / DaaS) + exposure to AWS VDI • Active Directory, GPO, endpoint security
• Good understanding of networking fundamentals • Working knowledge of identity & access (Azure AD / Entra ID) Architecture & Strategy (Working Knowledge) • Ability to support design of endpoint management architecture and VDI solutions (on-prem + cloud) • Good understanding of modern endpoint trends (Intune-first, zero-touch) and hybrid environments Automation & Tools • Strong scripting skills – PowerShell (mandatory) • Working exposure to APIs / automation frameworks (preferred) Process & Governance • Good ITIL knowledge: Incident, Problem, Change, Service Improvement • Working experience with CAB, RCA, and SLA governance Leadership & Soft Skills (Critical) • Strong client-facing communication (comfortable handling US stakeholders) • Sound decision-making under pressure, especially during outages • Ability to question and improve existing setups • Ownership mindset – proactive rather than reactive • Strong mentoring and knowledge-sharing orientation Experience & Education
• 8 – 11 years of experience in Endpoint / EUC / Infrastructure • 2+ years in a senior engineer / lead capacity, with demonstrated technical ownership • Bachelor's degree in IT or related field • Certifications (an advantage): • Microsoft (MD-102 / AZ-104) • JAMF certifications • Citrix certifications • AWS (Solutions Architect – Associate)
Key Performance Indicators (KPIs)
• Endpoint SLA adherence within owned scope • Patch compliance (>95–98%) • Reduction in repeat incidents • VDI performance (login time, session stability) • Endpoint compliance & security posture • CSAT contribution • Automation adoption and process standardization What Good Looks Like in This Role
• Consistently reliable, hands-on technical execution across the Endpoint tower • Strong reduction in ticket volume and escalations within owned areas • Active contribution to modern endpoint (Intune-first), Apple automation (zero-touch), and cloud VDI adoption roadmaps • L1/L2 team members show visible growth in technical depth and ownership • Manager can rely on the Lead to independently resolve L2/L3 issues without escalation