Job code: JPC 6369
Job Role: Endpoint & End User Support Engineer
Location; Abu dhabi
Position Summary
We are seeking an experienced and hands-on Endpoint & End User Support Engineer to provide temporary operational coverage during a planned resource absence. The role will focus on endpoint management, user support, device compliance, software deployment, patch management, and day-to-day IT operations across the enterprise environment.
Key Responsibilities
Endpoint Management & Security
- Administer and manage ManageEngine Endpoint Central.
- Monitor and deploy operating system and third-party application patches.
- Perform software deployment, upgrades, and package management.
- Manage endpoint compliance and remediation activities.
- Implement and manage device control policies, including USB and peripheral controls.
- Monitor endpoint health, security alerts, and configuration compliance.
- Assist in endpoint hardening and security configuration activities.
- Support endpoint inventory accuracy and lifecycle management.
End User Support
- Provide L1 and L2 technical support for desktops, laptops, mobile devices, and peripherals.
- Troubleshoot hardware, operating system, network connectivity, printing, and application issues.
- Support onboarding and offboarding activities for employees.
- Coordinate device preparation, deployment, replacement, and recovery activities.
- Support remote users and multiple locations as required.
- Maintain support documentation and knowledge articles.
Microsoft 365 & Endpoint Services
- Assist with user account administration and troubleshooting.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Apps.
- Assist with device enrollment and management processes.
- Support authentication and access-related troubleshooting.
Operational Support
- Track and resolve incidents and service requests within agreed timelines.
- Participate in routine maintenance activities and operational checks.
- Coordinate with vendors and internal IT teams for issue resolution.
- Support IT asset management activities and inventory verification.
- Escalate complex issues to senior engineers as required.
Security & Awareness Support
- Provide administrative support for security awareness activities when required.
- Assist Information Security team with endpoint-related audits, reporting, and compliance activities.
- Support collection of endpoint data for security investigations and incident response.
Required Skills & Experience
Technical Requirements
- 3-5 years of endpoint administration and IT support experience.
- Strong hands-on experience with ManageEngine Endpoint Central.
- Experience in:
- Patch Management
- Software Deployment
- Endpoint Configuration Management
- Device Control / USB Control
- Endpoint Compliance Monitoring
- Good understanding of Windows 10/11 administration.
- Experience supporting Microsoft 365 environments.
- Knowledge of Active Directory and Group Policy.
- Basic networking troubleshooting skills (DNS, DHCP, TCP/IP, Wi-Fi, VPN).
- Experience troubleshooting laptops, desktops, printers, and mobile devices.
Preferred Skills
- Experience with Microsoft Intune.
- Exposure to endpoint security solutions and EDR platforms.
- Familiarity with ITIL-based service management.
- Experience working in enterprise environments with 500+ endpoints.
Candidate Profile
- Strong troubleshooting and problem-solving skills.
- Able to work independently with minimal supervision.
- Good communication and user-facing support skills.
- Capable of managing multiple priorities in a fast-paced environment.
- Customer-service oriented with a proactive approach.
