End User Technology Engineer II

About the role:

The End User Technology Engineer II will manage and support the organization’s end-user technology environment, including Microsoft 365, endpoint management, security, data protection, and Windows/macOS platforms.

The role involves troubleshooting, incident and request management, SLA adherence, technology administration, and vendor coordination, while ensuring a secure, reliable, and efficient employee technology experience.

What you will do:

• Microsoft 365 Administration: Manage Exchange Online, Teams, SharePoint, OneDrive, Entra ID, users, licenses, access, MFA, and security policies.
• Endpoint & MDM Management: Manage Windows, macOS, iOS, and Android devices, including enrollment, configuration, compliance, applications, inventory, and lifecycle.
• Endpoint Security: Administer and support EDR/XDR, DLP, and CASB solutions; monitor alerts and coordinate with the Security/SOC team.
• Windows & macOS Support: Provide L2/L3 support for OS, applications, hardware, VPN, Wi-Fi, certificates, authentication, and performance issues.
• Networking: Troubleshoot basic TCP/IP, DNS, DHCP, VPN, LAN/WAN, and Wi-Fi issues and coordinate with Network teams for complex problems.
• Vendor Management: Manage vendor escalations, support cases, SLAs, upgrades, renewals, and RCA activities.
• ITSM & SLA Management: Handle incidents, requests, problems, and changes while ensuring timely resolution and accurate documentation.
• Process Improvement: Identify recurring issues, drive permanent fixes, and contribute to KB articles, SOPs, and endpoint standards.

What you will need:

• Strong hands-on experience with Microsoft 365, Entra ID, MFA, and Conditional Access.
• Experience with MDM/UEM platforms, preferably Microsoft Intune.
• Working knowledge of EDR/XDR, DLP, CASB, endpoint security, and hardening.
• Strong Windows & macOS administration and troubleshooting skills.
• Good understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, proxy, and firewall concepts.
• Experience with ITSM, incident/request/change management, and SLA adherence.
• Good vendor management, escalation, and stakeholder coordination skills.
• Basic knowledge of PowerShell, shell scripting, or automation is an advantage.
• 4–7 years of experience in End User Computing, Desktop Engineering, Endpoint Management, or IT Infrastructure.
• Bachelor’s degree/diploma in Computer Science, IT, or a related field.
• Strong analytical, troubleshooting, communication, ownership, and customer-service skills.
• Ability to work independently and collaborate with Security, IAM, Network, Infrastructure, Application, and Vendor teams.