Endpoint Support Engineer – Desktop Support (L2

In this role, you will collaborate closely with one of our esteemed clients—a globally recognized leader in their industry, distinguished by their commitment to excellence, innovation, and delivering exceptional value. As a trusted IT consulting partner,
Dautom is supporting their strategic initiatives by connecting them with exceptional talent to drive business growth and transformation.

Job Role:

Endpoint Support Engineer – Desktop Support (L2)

Notice Period:
Immediate – 30 Days

Contract Duration:
Yearly renewable

The Endpoint Support Engineer (L2) provides second-line technical support for all end-user computing devices and endpoint infrastructure. The role owns escalations from the L1 / Service Desk, resolves complex hardware, software, OS, and connectivity issues, and manages endpoint tooling such as imaging, patching, MDM/UEM, and endpoint security — ensuring a stable, secure, and compliant end-user computing environment within agreed service levels (SLAs).

• Act as the L2 escalation point for incidents and service requests raised by the L1 / Service Desk, resolving issues that require deeper diagnosis and hands-on intervention.
• Provide support for desktops, laptops, thin clients, mobile devices, printers, and peripherals across Windows and macOS environments.
• Diagnose and resolve OS-level issues
  , application failures, driver conflicts, boot/performance problems, and user profile corruption.
• Perform device provisioning, imaging, re-imaging, and deployment using SCCM/MECM and/or Microsoft Intune (Autopilot).
• Manage endpoint patching, software distribution, and OS updates
  ; ensure compliance and remediate non-compliant devices.
• Administer endpoint security controls — antivirus/EDR, disk encryption (Bit Locker/File Vault), and endpoint compliance policies.
• Support Microsoft 365 / Office 365 applications, Outlook/Exchange connectivity, One Drive, and Teams issues at the endpoint level.
• Perform Active Directory and Azure AD / Entra tasks: account administration, group membership, password resets, and Group Policy troubleshooting.
• Manage MDM/UEM enrolment, configuration profiles, and mobile device compliance.
• Maintain accurate IT asset inventory
  , hardware lifecycle records, and warranty/vendor coordination for repairs and replacements.
• Document resolutions, build knowledge base articles
  , and provide guidance to L1 staff to improve first-call resolution.
• Ensure all work adheres to ITIL-based incident, request, problem, and change management processes and defined SLAs.
• Support onboarding/offboarding
  , floor walking, VIP support, and IT setup for new joiners and workspace moves.
• Strong hands-on support experience with Windows 10/11 and working knowledge of macOS
  .
• Endpoint management tools:
  Microsoft Intune, SCCM/MECM, Autopilot (one or more essential).
• Microsoft 365 / Office 365 administration and troubleshooting.
• Endpoint security:
  antivirus/EDR (e.g., Microsoft Defender, Crowd Strike, Sentinel One),
  Bit Locker/File Vault
  .
• ITSM / ticketing platforms:
  Service Now, BMC Remedy, or Jira Service Management
  .
• Solid understanding of networking fundamentals
  : TCP/IP, DNS, DHCP, VPN, and Wi‑Fi troubleshooting.
• Hardware troubleshooting across major OEMs (Dell, HP, Lenovo, Apple).
• Strong customer-service orientation with the ability to support senior/VIP users professionally.
• Clear written and verbal communication in English.
• Structured problem-solving and the ability to work under pressure in SLA-driven environments.
• Team player able to mentor L1 staff and coordinate with L3/infrastructure teams.
• Bachelor's degree in Computer Science, IT, or a related field (or equivalent practical experience).
• Preferred certifications:
  CompTIA A+, Microsoft MD-102 (Endpoint Administrator),
  MS-900, AZ-900, ITIL 4 Foundation
  .
• Experience in a large enterprise or managed-services (MSP) environment.
• Exposure to Power Shell scripting for automation and bulk tasks.
• Arabic language skills (advantageous for UAE-based end-user support).