In this role, you will help shape the future of our digital workplace by supporting physical and virtual endpoints and developing our digital employee experience capabilities. You will combine hands-on troubleshooting, automation, and data-driven insights to improve the security, reliability, performance, and overall experience of our workplace services.
Key Responsibilities
Endpoint Engineering
- Manage and support physical Windows and macOS devices, as well as virtual Windows desktops.
- Troubleshoot complex operating system, application, user profile, performance, authentication, networking, and device issues.
- Perform root-cause analysis for recurring or high-impact incidents and implement sustainable solutions.
- Use diagnostic tools, system logs, performance data, and crash dumps to investigate complex Windows and macOS issues.
- Support virtual desktop technologies such as Azure Virtual Desktop and Windows 365, including session and FSLogix profile issues.
- Manage Windows and macOS devices through enterprise endpoint-management platforms.
- Support device provisioning, configuration, software deployment, security updates, compliance, patching, and lifecycle processes.
- Work with directory services, device identities, permissions, and endpoint security policies.
- Develop scripts and automation to simplify administration, improve troubleshooting, and reduce manual effort.
- Maintain technical documentation, troubleshooting guides, and operational procedures.
- Collaborate with service desk, security, network, cloud, and application teams to resolve issues and improve workplace services.
Digital Employee Experience Champion
- Manage the day-to-day operation of Nexthink and continuously improve the platform.
- Build and maintain dashboards, investigations, alerts, campaigns, remote actions, and automated remediation.
- Use Nexthink data to monitor device health, application performance, system stability, and the overall employee experience.
- Identify recurring problems and service trends before they develop into larger issues
- Translate technical data into clear, actionable recommendations for support teams, engineers, service owners, and management.
- Develop practical use cases that reduce incidents, accelerate resolution, and improve the employee experience.
- Measure whether workplace improvements are delivering the expected results.
- Work with teams beyond Workplace Services to identify how Nexthink can support their needs and promote broader adoption across Corporate IT.
- Strong hands-on experience of at least 4 years supporting and deeply troubleshooting Windows endpoints, including physical devices and virtual desktop environments.
- Practical experience of at least 2 years supporting macOS devices, ideally with Jamf Pro, and good knowledge of Apple and Unix-based operating systems.
- Knowledge of endpoint provisioning, configuration, software deployment, inventory, updates, compliance, and lifecycle management.
- Strong troubleshooting and root-cause analysis skills, with a cross-functional mindset and a high sense of ownership.
- Willingness to learn and take ownership of technologies such as Nexthink; previous experience with digital employee experience platforms is an advantage.
- Strong analytical skills and the ability to turn technical data into practical actions and service improvements.
- Good understanding of endpoint security, including encryption, patching, least privilege, certificate management, and vulnerability remediation.
- Experience with PowerShell, Bash or Zsh, APIs, command-line tools, and basic programming concepts.
- Clear communication skills, a collaborative and service-minded approach, and professional proficiency in written and spoken English.
- A relevant degree is welcome, but equivalent hands-on professional experience is just as valuable.