Client Operations Support Engineer

Role Summary The Client Operations Support Engineer supports the Device Management & Endpoint Security team in managing and improving the foundation's endpoint fleet, with customer experience, productivity, and security in mind. The role applies sound endpoint and configuration management practices across Windows, macOS, iOS, and Android devices, typically through platforms such as Intune, Windows Autopilot, Tanium, Apple Business Manager, and Samsung Knox, with Power Shell or similar scripting for automation.

This person works closely with the Service Delivery team to understand, communicate, and manage priorities in support of modern device delivery.

Day to day, the role covers the device provisioning experience, endpoint administration, application packaging and deployment, patching, and configuration management, while maintaining a safe and secure computing environment. The role also works the DM&ES ticket queue, resolves remote-resolvable escalations from Tier 1, and hands off hands-on work to onsite teams with full diagnostic context.

Strong foundational knowledge of endpoint and configuration management matters more than experience with any single tool. The platforms named in this description are representative of our environment, and candidates who bring solid fundamentals and the ability to learn new tools quickly are encouraged to apply.

Responsibilities Endpoint Management and Engineering Manage endpoints across their full lifecycle (enrollment, configuration, compliance, application deployment, and retirement) on Windows 11, macOS, iOS, and Android, using a modern management platform such as Intune.

Apply consistent configuration management practices, including baselines, policy design, change testing, and drift detection and remediation.

Manage macOS and mobile devices, including enrollment programs such as Apple Business Manager and Samsung Knox.

Work with OEMs to develop, validate, and maintain the zero-touch provisioning experience (for example, Windows Autopilot).Package, test, and deploy applications; manage patching, OS servicing, and configuration baselines.

Use endpoint monitoring and management tools (for example, Tanium) to track patch state, software inventory, and endpoint health.

Security and Compliance Monitor and administer endpoint security controls (malware protection, MDM, device compliance policies, and encryption) to improve the health of all mobile and client platforms and meet requirements established in service delivery standards.

Implement and enforce best practices for endpoint security, endpoint policy, and data protection.

Build positive working relationships with Information Security partners and Service Delivery teams.

Automation and Quality Use Power Shell or similar scripting to automate remediation and reduce manual, repetitive engineering work before Tier 1 and Tier 2 initiate manual remediation.

Define test and validation plans for policy, application, and OS changes, and use pilot and phased deployment rings to verify results before broad rollout.

Define and trace requirements for the changes owned, and confirm they are met through documented verification steps.

Operations, Support, and Escalation Support the DM&ES ticket queue, including receiving escalations from Tier 1 and leading problem management for unresolved remote-resolvable tickets.

Escalate issues that need hands-on or deskside intervention to onsite engineers or Tier 1, providing full diagnostic context ntain CMDB and asset lifecycle accuracy for managed devices, including accurate ownership, state, and lifecycle records.

Maintain and improve documentation and knowledge base articles for owned processes and recurring issues.

Support identity and productivity platform configuration (such as Entra  Microsoft 365) as it relates to device management, including group-based assignment, licensing, and conditional access dependencies.

Communication and Coordination Report data, communicate, and educate teams on the overall security and health of the endpoint environment.

Coordinate with the Service Manager and engineering leads to determine priorities, processes, and requirements.

Coordinate and communicate with customers to ensure the best user experience.

Anticipate potential issues or bottlenecks and identify possible solutions.

Liaise with vendors as needed and keep stakeholders up to date on developments.

Required Qualifications and Skills Foundational Knowledge Solid foundation in endpoint management: device lifecycle, operating…