Snr Euc Tier 3 Engineer - Manageengine Endpoint

• Provide Tier III remote and onsite support, ticket triage, advanced troubleshooting and resolution of complex End User Computing incidents and service requests.
• Act as the senior escalation point for Tier I and Tier II teams, ensuring escalations contain sufficient diagnostic, impact and troubleshooting information.
• Troubleshoot hardware, operating systems, software, user profiles, access, connectivity, device configuration and other end-user technology issues, collaborating with relevant technical teams and service providers.
• Deploy, configure, administer and support desktops, laptops, tablets, mobile devices and related end-user technologies throughout the device lifecycle.
• Develop, test, maintain and deploy approved operating system images, standard device builds, software packages, patches and upgrades.
• Administer Manage Engine and other approved endpoint management technologies across Windows, macOS, Linux, iOS and Android devices.
• Manage device enrolment, provisioning, software distribution, patching, remote administration, endpoint health, security and compliance policies, inventory, licensing and lifecycle processes.
• Administer Mobile Device Management services, including secure corporate access, application control, configuration profiles, remote lock and remote wipe.
• Maintain standardised operating system configurations, desktop software and device builds across the supported environment.
• Support bulk deployments, technology refreshes, new joiners, employee movements, leavers, device moves, additions, changes and upgrades.
• Participate in the planning, readiness assessment, testing, piloting, rollout and post-implementation support of major operating system, software and enterprise-wide End User Computing projects.
• Take technical ownership of major or complex incidents and coordinate investigation, communication, escalation and resolution activities.
• Investigate recurring and high-impact incidents and contribute to Problem Management, Root Cause Analysis, corrective actions, known errors and preventative measures.
• Participate in contract transitions, discovery, knowledge transfer, technical handover, environment validation and service stabilisation activities.
• Create and maintain technical documentation, operating procedures, support guides, configuration records, known error records and knowledge articles.
• Maintain accurate records within the approved IT Service Management system and manage assigned activities in accordance with service levels, quality standards and operational requirements.
• Provide technical guidance, mentoring and knowledge transfer to Tier I and Tier II support personnel.
• Comply with applicable IT service management, security, governance, change, release, asset, configuration and operational policies and standards.
• Perform other reasonable technical and operational duties aligned with the seniority and nature of the position.

For more information please contact:

Arnel Styger