Endpoint Engineer - Remote

Note:  we are unable to hire in every state 

Summary: Responsible for provisioning, installation, configuration, operation, maintenance support of endpoint hardware, software, applications and access in a mixed Windows and macOS environment. 

Key Responsibilities: “To simplify complexities for each customer.” 

Customer Service 

• Respond to escalated requests for assistance within established SLAs. 

• Participate in after-hours, on-call support rotation as necessary. 

 Project Management 

• Create project plans within identified PM toolset. Identifies all resources, objectives, subtasks and timelines.  

• Own and manage new hire onboarding, laptop refresh, application upgrade, and similar initiatives in the end-user support space. 

 Documentation 

• Create and maintain technical documentation including standard operating procedures, user guides, knowledge base articles, diagrams and system configurations. 

• Research escalated issues, identify, implement, and document resolutions. 

• Perform knowledge transfer to MSP partner organizations. 

 Strategic Initiatives 

• Actively engages in driving strategic initiatives in the end user/endpoint space, and the related goals, to ensure the most optimal outcome. 

 Communication 

• Effectively communicates using written, oral, non-verbal, and active listening skills.  Has the ability to clearly present an idea or concept so others understand, lets others speak, and engages productively in difficult conversations while upholding our ethical values. 

 Endpoint Engineering 

• Collaborate across IT functional teams to resolve complex issues or assigned tasks as well as design, evaluate, implement, and maintain approved modifications to systems, services and processes. 

• Ensure compliance with security policies and procedures for all systems administered. 

• Manage the approved application catalog, including evaluating, packaging, testing, and deploying end user applications via standard channels. 

 Process Improvement 

• Evaluate completed work requests to assess resolution, identify recurring problems, and ensure resolution is documented and shared with L1 and L2 support teams. 

• Review ongoing processes for user onboarding, laptop provisioning, etc., for opportunities to improve automation, resilience, and repeatability.  After identifying opportunities, lead and drive efforts to implement and test code and process changes. 

• Continuously evaluate existing endpoint environments compared to upcoming technology changes.  Identify and implement changes as necessary to remain current with best practices and current tools. 

 Professional Development 

• Stay informed on current and emerging technologies and standards. 

• Identify key gaps in technical and procedural knowledge and create action plans for continued professional development. 

 Qualifications/Education/Certifications: 

Associate’s degree; Bachelor’s degree preferred, plus minimum of 4 years relevant work experience or equivalent combination of education and experience.  Intune and/or Jamf endpoint administration certifications preferred. 

 Knowledge, Skills, and Abilities: 

Variable work hours, including evenings and weekends, may be required due to the nature of installed technologies and utilization requirements. 

 Required: