Workplace Services Engineer

Optomi, in partnership with an industry-leading client, is seeking a Workplace Services Engineer to support enterprise End User Computing (EUC) and workplace technology operations. This is a hands-on role supporting both Windows and Mac environments, with a strong focus on endpoint management, device refreshes, vulnerability remediation, migrations, and troubleshooting. The engineer will also provide technical direction to an offshore support team and work closely with IT, business leaders, and third-party vendors.

The ideal candidate is a strong communicator who can work independently, collaborate across teams, and step in wherever needed to support the broader IT environment.

• Provide hands-on engineering and advanced technical support across Windows and Mac/Apple endpoint environments, resolving hardware, operating system, application, Wi-Fi, and connectivity issues.
• Manage and support enterprise endpoint environments using SCCM, Intune, and Jamf, including software deployment, device configuration, patching, policy management, and endpoint lifecycle activities.
• Support equipment refreshes, device migrations, operating system upgrades, reboots, and other endpoint modernization initiatives across a geographically distributed user base.
• Identify, prioritize, and remediate endpoint and infrastructure vulnerabilities, coordinating patching and remediation activities with internal teams and vendors.
• Troubleshoot networking, Wi-Fi, VPN, authentication, and connectivity issues across hybrid workplace environments.
• Support Active Directory and Microsoft 365 environments, including user access, device connectivity, endpoint configuration, and common workplace technology issues.
• Develop and maintain scripts, packages, and automated processes to improve endpoint deployment, configuration, maintenance, and operational efficiency.
• Work with Windows and Apple devices in a predominantly Windows-based enterprise, ensuring Mac systems are properly integrated with corporate infrastructure, security standards, and management platforms.
• Provide technical leadership and day-to-day coordination for an India-based offshore support team, including work assignment, packaging activities, troubleshooting guidance, knowledge transfer, and escalation support.
• Partner with internal IT teams, business stakeholders, and third-party vendors to resolve complex issues, coordinate changes, and ensure projects and operational initiatives are completed successfully.
• Create, review, and execute Change Requests (CRs) in accordance with established change management processes.
• Maintain accurate technical documentation, troubleshooting procedures, knowledge articles, and operational standards.
• Participate in incident response and problem management activities, including root-cause analysis and resolution of recurring workplace technology issues.
• Communicate directly with IT leadership, VPs, and business stakeholders, providing updates on incidents, projects, risks, and operational priorities.
• Take ownership of tasks outside the traditional scope of EUC when needed to resolve urgent issues, support projects, or maintain continuity of IT services.

• 5+ years of experience in End User Computing, Workplace Technology, Desktop Engineering, or a related infrastructure role.
• Strong hands-on experience supporting Windows and Mac/Apple environments.
• Experience with Jamf and SCCM in an enterprise environment.
• Working knowledge of Active Directory and Microsoft 365.
• Strong troubleshooting skills across endpoints, applications, networking, Wi-Fi, and connectivity.
• Experience supporting hybrid infrastructure and enterprise IT environments.
• Experience working within formal change management processes, including creation and execution of Change Requests.
• Ability to troubleshoot complex issues independently and serve as an escalation point for offshore or local support teams.
• Strong communication and interpersonal skills with the ability to work effectively with technical teams, vendors, and senior business stakeholders.

• Experience leading or coordinating offshore support teams.
• Experience with Intune and additional endpoint management technologies.
• Scripting or automation experience using Power Shell or similar tools.
• Experience supporting enterprise device refreshes, migrations, vulnerability remediation, and endpoint modernization initiatives.
• Strong documentation, organization, and project coordination skills.