Senior Desktop Support Engineer (End-User Computing)

Purpose of role

• We are looking for a senior engineer to own and modernise Prescient's end-user computing environment. You will build on and modernise our WDS-based imaging, packaging and automation processes, manage endpoints through Intune and Entra, and remain hands-on with deskside and remote support. You will take ownership of end-user issues through to resolution and raise the stability and consistency of the desktop estate across the Group.

Duties and responsibilities: Imaging and deployment

• Build, maintain and improve Windows 11 images and deployment processes using WDS.
• Manage OS deployment, driver and BIOS management, and device provisioning, including Autopilot where applicable.
• Support and maintain Windows and Apple macOS endpoints.
• Application packaging and patching
• Package, test and deploy applications via Intune and existing deployment tooling.
• Maintain software update and patch compliance across the estate.

Automation and scripting

• Develop and maintain PowerShell scripts to automate deployment, configuration, remediation and reporting.
• Build workflow automations, with n8n experience advantageous, to reduce manual effort in provisioning and support processes.

Endpoint and cloud management

• Administer Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive, from an end-user support perspective.
• Manage device enrolment, compliance, configuration and application policies in Intune.
• Manage identities, groups, conditional access and device registration in Microsoft Entra ID.
• Use Ninja for remote monitoring and management and support Netskope client deployment and troubleshooting.

Service delivery and incident management

• Provide second-line, remote and deskside support, taking ownership of incidents and requests from logging through to resolution.
• Log, categorise, prioritise and update all tickets in the ITSM system, meeting SLA and customer satisfaction targets.
• Escalate complex issues with clear communication and accountability.
• Support printers, copiers, scanners, VoIP telephony, biometric and video-conferencing systems.

Service delivery and incident management

• Provide second-line, remote and deskside support, taking ownership of incidents and requests from logging through to resolution.
• Log, categorise, prioritise and update all tickets in the ITSM system, meeting SLA and customer satisfaction targets.
• Escalate complex issues with clear communication and accountability.

Support printers, copiers, scanners, VoIP telephony, biometric and video-conferencing systems.

Asset and environment management

• Manage the IT asset lifecycle, including provisioning, tagging, tracking, maintenance and decommissioning.
• Maintain accurate records of equipment, incidents and resolutions in line with operational and audit requirements.

Documentation, knowledge transfer and collaboration

• Create and maintain SOPs, build documentation and knowledge-base articles.
• Coach end-users and junior technicians on systems and IT best practice.
• Work closely with the Service Desk and Infrastructure teams, and advise on hardware and software procurement and upgrades.

Required experience

• At least 5 years' experience in desktop or end-user computing support within a corporate environment. Imaging and OS deployment for Windows 11, with WDS required. SCCM/MECM experience is highly regarded.
• Application packaging and deployment using Intune. SCCM/MECM packaging experience is advantageous.
• Automation and PowerShell scripting for deployment, remediation and reporting.
• Microsoft 365 / Office 365 administration, including Outlook, Teams, SharePoint and OneDrive.
• Microsoft Intune endpoint management, including enrolment, compliance, configuration and application policies.
• Microsoft Entra ID, including identity, groups, conditional access and device registration.
• Remote support and endpoint-management tools.
• Solid understanding of operating systems, networking fundamentals and IT service-management practices.
• Working experience with Ninja, Netskope and n8n is advantageous.
• Experience with Microsoft Intune Autopilot, Windows Update for Business, Microsoft Copilot or other productivity and automation tools is advantageous.
• Experience supporting Apple macOS in a managed environment is advantageous.

Required Qualifications

• Matric Grade 12 or equivalent.
• A relevant IT diploma or degree is advantageous.
• Microsoft MD-102 Endpoint Administrator is advantageous.
• Microsoft SC-300 Identity and Access Administrator or MS-102 Microsoft 365 Administrator is advantageous.
• Microsoft AZ-900 Azure Fundamentals is advantageous.
• CompTIA A+ or N+ is advantageous.
• Equivalent proven experience will also be considered.

Key competencies

• Strong problem-solving and analytical skills, with the ability to diagnose complex issues independently.
• Excellent customer service and clear, professional communication with technical and non-technical users.
• Ability to prioritise and manage time effectively in a fast-paced environment.
• Strong attention to detail, with disciplined documentation and organisation.
• Ability to work independently and collaboratively, with a strong sense of ownership and accountability.
• Integrity and discretion when handling sensitive information.
• Proactive approach to learning new technologies, including AI-driven tools.

Why this role

• Strong problem-solving and analytical skills, with the ability to diagnose complex issues independently.
• Excellent customer service and clear, professional communication with technical and non-technical users.
• Ability to prioritise and manage time effectively in a fast-paced environment.
• Strong attention to detail, with disciplined documentation and organisation.
• Ability to work independently and collaboratively, with a strong sense of ownership and accountability.
• Integrity and discretion when handling sensitive information.
• Proactive approach to learning new technologies, including AI-driven tools.