Job Description:
Essential Job Functions:
· Administer and support Microsoft Intune for enterprise-managed endpoints.
· Support device enrolment, configuration profiles, compliance policies and security baselines.
· Support Windows Autopilot provisioning and associated device lifecycle activities.
· Monitor device compliance and endpoint health and remediate or escalate identified issues.
· Support application deployment, software updates and Windows update management.
· Troubleshoot device enrolment failures, policy conflicts, application deployment failures and other endpoint-management issues.
· Support Windows endpoint management across the managed device estate.
· Use Nexthink endpoint analytics to investigate device health, performance and digital employee experience issues.
· Support proactive identification of endpoint issues through Nexthink
· Support approved Nexthink Remote Actions and automated remediation activities.
· Assist with operational dashboards and reporting relating to device health and compliance
· Support Barista digital-support and self-service capabilities
· Identify repetitive endpoint-support activities that could be addressed through knowledge, automation, self-service or proactive remediation.
· Resolve assigned incidents and service requests or escalate complex issues as appropriate
· Participate in problem determination and root-cause-analysis activities.
· Maintain operational documentation, knowledge articles, and support procedures
· Work with Service Desk, security, endpoint, infrastructure, and other resolver teams
· Participate in knowledge transfer and operational-readiness activities where required.
Basic Qualifications:
Bachelor's degree, diploma or equivalent qualification in Information Technology, Computer Science, Engineering or a related technical discipline, or equivalent practical experience.
Relevant professional experience supporting enterprise endpoint-management or Modern Workplace environments.
Hands-on experience with Microsoft Intune and Windows endpoint management.
Experience troubleshooting endpoint-management incidents and service requests.
Good understanding of enterprise IT operational processes.
Good analytical and technical troubleshooting skills.
Good written and verbal Arabic & English communication skills.
Other Qualifications:
Microsoft Certified: Endpoint Administrator Associate / MD-102 or equivalent Microsoft endpoint-management certification.
ITIL Foundation certification or practical experience working within ITIL-aligned service-management processes.
Nexthink training or certification.
Experience working with Windows Autopilot.
Experience with Microsoft Configuration Manager/SCCM and Intune co-management.
Experience with Nexthink or another Digital Employee Experience platform.
Experience with ServiceNow.
Experience supporting automated or self-service IT support solutions.
Arabic language capability is advantageous for this engagement.
Soft Skills, Knowledge and Abilities
Strong analytical and problem-solving capability.
Ability to follow structured troubleshooting processes and identify root causes.
Customer-focused approach with an emphasis on end-user experience.
Ability to take ownership of assigned incidents, requests and operational activities.
Ability to communicate technical information clearly and concisely.
Ability to work effectively in a geographically distributed technical team.
Ability to collaborate across Service Desk, endpoint, security, infrastructure and specialist resolver teams.
Strong documentation and knowledge-management skills.
Ability to manage multiple priorities and work within agreed service levels.
Continuous-improvement mindset with an interest in automation and proactive support.
Ability to learn new Modern Workplace technologies and processes.
Experience Requirements
5+ years experience appropriate to a Senior…