Endpoint Support Engineer

This is an onsite role based on a University campus located in Cardiff, giving you the chance to work directly with users and become a valued part of the university support community while staying connected to the wider Technical Services team.

Core hours will align to university service desk requirements, with support during important periods such as teaching, enrolment, examinations and events. You will be joining a role where your work has a visible impact on students, staff and day‑to‑day campus life.

The Endpoint and Application Engineer is responsible for the day‑to‑day operational delivery of endpoint management, application packaging, deployment, remediation and service improvement activities within the University managed service across five campuses.

Working as part of the Technical Services team, the Endpoint and Application Engineer provides 2nd line technical expertise supporting Microsoft Intune, Windows endpoint management, application deployment, Autopilot provisioning, software lifecycle management and user experience optimisation. The role acts as the primary technical delivery function within the managed service and works closely with the Technical Team Lead, Service Delivery Manager, Customer Success Manager and the University technical stakeholders.

The role is expected to balance operational support, proactive maintenance, application lifecycle activities and continuous service improvement whilst maintaining agreed service levels and security standards.

Amongst other tasks, you will be responsible for;

• Endpoint Management:
  
  Administer and support Microsoft Intune‑managed Windows devices, including configuration, compliance, security, patching and device lifecycle management.
• Windows Autopilot:
  
  Support device provisioning, onboarding and refresh activities, troubleshooting enrolment and deployment issues.
• Application Packaging & Deployment:
  
  Package, test and deploy applications through Intune, managing Win
  32 packages, deployment rules, testing and troubleshooting.
• 2nd Line Support:
  
  Act as an escalation point for endpoint and application issues, investigating root causes and implementing effective, lasting solutions.
• Security & Compliance:
  
  Support endpoint security, vulnerability remediation and compliance initiatives, ensuring adherence to security and change management processes.
• Service Improvement:
  
  Identify opportunities to improve and automate processes, develop technical documentation and contribute to service reviews and continuous improvement.
• Stakeholder Support:
  
  Work collaboratively with technical teams and university stakeholders, providing professional support and taking ownership of issues through to resolution.

• Experience in2nd Line Endpoint Engineering, EUC, Modern Workplace or Infrastructure.
• Strong Microsoft Intune, Entra , Windows 10/11 and Windows Autopilot experience.
• Experience with application packaging and deployment.
• Strong troubleshooting androot cause analysis skills.
• Experience with Incident, Change and Problem Management and ITSM platforms such as Fresh service or Service Now.
• Knowledge ofendpoint security and Microsoft security technologies.
• Power Shell experience for administration and automation.

Desirable:

Experience with MECM/SCCM, Microsoft Defender for Endpoint, Patch My PC, SCEPman, application virtualisation, Azure Virtual Desktop/DaaS or mobile device management, as well as Higher Education experience.

Relevant Microsoft, ITIL or Azure certifications are also advantageous.

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