Responsibilities
- Administer and support Microsoft Intune for enterprise-managed endpoints.
- Support device enrolment, configuration profiles, compliance policies and security baselines.
- Support Windows Autopilot provisioning and associated device lifecycle activities.
- Monitor device compliance and endpoint health and remediate or escalate identified issues.
- Support application deployment, software updates and Windows update management.
- Troubleshoot device enrolment failures, policy conflicts, application deployment failures and other endpoint-management issues.
- Support Windows endpoint management across the managed device estate.
- Use Nexthink endpoint analytics to investigate device health, performance and digital employee experience issues.
- Support proactive identification of endpoint issues through Nexthink
- Support approved Nexthink Remote Actions and automated remediation activities.
- Assist with operational dashboards and reporting relating to device health and compliance
- Support Barista digital-support and self-service capabilities
- Identify repetitive endpoint-support activities that could be addressed through knowledge, automation, self-service or proactive remediation.
- Resolve assigned incidents and service requests or escalate complex issues as appropriate
- Participate in problem determination and root-cause-analysis activities.
- Maintain operational documentation, knowledge articles, and support procedures
- Work with Service Desk, security, endpoint, infrastructure, and other resolver teams
- Participate in knowledge transfer and operational-readiness activities where required.
Qualifications
- Bachelor's degree, diploma or equivalent qualification in Information Technology, Computer Science, Engineering or a related technical discipline, or equivalent practical experience.
- Relevant professional experience supporting enterprise endpoint-management or Modern Workplace environments.
- Hands-on experience with Microsoft Intune and Windows endpoint management.
- Experience troubleshooting endpoint-management incidents and service requests.
- Good understanding of enterprise IT operational processes.
- Good analytical and technical troubleshooting skills.
- Good written and verbal Arabic & English communication skills.
Other Qualifications
The following qualifications and experience are desirable:
- Microsoft Certified: Endpoint Administrator Associate / MD-102 or equivalent Microsoft endpoint-management certification.
- ITIL Foundation certification or practical experience working within ITIL-aligned service-management processes.
- Nexthink training or certification.
- Experience working with Windows Autopilot.
- Experience with Microsoft Configuration Manager/SCCM and Intune co-management.
- Experience with Nexthink or another Digital Employee Experience platform.
- Experience with ServiceNow.
- Experience supporting automated or self-service IT support solutions.
- Arabic language capability is advantageous for this engagement.
