Desktop Support Engineer

Endpoint Management & Deployment:

• Manage and configure Microsoft Endpoint Manager (Intune) and Windows Autopilot.
• Configure, test, and deploy hardware and software to users both locally and remotely
• Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers
• Diagnoses and resolves problems related to the operation of PCs on the network
• Administer and enforce compliance policies and configuration profiles.
• Oversee application packaging, deployment, and Windows update policies.
• Troubleshoot and support hardware/software issues on Windows OS.

ManageEngine Desktop Central:

• Configure and manage endpoint devices using ManageEngine Desktop Central.
• Automate patch management, software deployment, and asset management.
• Monitor and optimize system performance and security.

Networking Support L1:

• Identify and respond to network alerts and outages and perform initial analysis of network performance issues.
• Verify network device status and interface utilization, Check interface status, link failures, and bandwidth usage.
• Identify and troubleshoot network-related incidents including DNS, DHCP, IP conflicts, VPN access, and wireless connectivity issues.
• Coordinate with Network Operations teams for escalation and resolution of complex network problems.
• Support network infrastructure moves, additions, and changes, including workstation and peripheral connectivity.
• Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts

Collaboration & Documentation:

• Work closely with IT Security, Infrastructure, and Service Desk teams.
• Maintain detailed documentation, SOPs, and knowledge base articles.
• Provide solutions to user issues by identifying problems, train users in basic problem resolution and understanding how to make efficient use of their PCs
• Respond to user requests and service issues in a timely and professional manner
• Create, monitor, update, and close tickets using Service Now ticketing system
• Adhere to Black Box corporate, technology and security policies at all times while performing daily functions
• Remain current on technical and operational details concerning PC products and support

Technical Skills:

• Deep understanding of Windows 10/11, Office 365, and MDM policies.
• Knowledge of Microsoft Entra ID (formerly Azure AD), Group Policy, and endpoint security practices.
• Experience with virtual desktop administration (e.g., Windows 365, Citrix).
• Extensive experience with Win 10/11 OS – Control panel, System settings, networking, device manager.
• Microsoft Outlook, Word, Excel, Cisco AnyConnect, CrowdStrike, backup tools
• Microsoft Outlook – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail.
• Networking – IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.
• Active Directory Password resets and User properties.
• Working knowledge of Microsoft Teams audio/video conferencing systems