Senior Endpoint Operations Technician

Role: Senior Endpoint Operations Technician
Position Type: Full-Time Contract (40hrs/week)
Contract Duration: 6-12 months+
Work Hours: IST (overlap through 1:00pm EST)
Work Schedule: 8 hours/day (Mon-Fri)
Location: Hybrid - (3x days onsite/week in Pune, India)

ROLE RESPONSIBILITIES

· Deliver technical support across multiple Windows platforms and endpoint technologies.
· Oversee desktop images and modify SCCM task sequences as needed.
· Develop and maintain comprehensive support materials to uphold quality standards for End User Computing services.
· Provide advice, guidance, and direction to carry out plans and procedures, ensuring schedule attainment, product development, process adherence, and performance.
· Provide second-tier support for support teams, including root cause analysis and preventative analysis.
· Drive to deliver technology and products in the roadmap on schedule with the highest quality.
· Provide technical support with expert knowledge and act as an escalation point for the Deskside Support Services Team and anything related to End User Computing environment, focusing on our Endpoint Security Protection, and application management.
· Partner with Engineering teams to develop solutions.
· Manage Azure Virtual Desktop (AVD) environment including creating Images, deploy VMs, monitor VM performance.
· Develop automated solutions for deploying software packages, application patches/updates and workstation images.
· Operate and support multiple Windows desktop images.
· Manage the entire lifecycle of our global standard desktop and laptop models.
· Maintain desktop images and modify SCCM task sequences as needed.
· Monitor and address alerts from desktops using CyberArk.
· Manage and support PXE environment – 1E products.
· Provide level 3 support for escalated end user issues.
· Manage Microsoft and 3rd party patch deployments.
· Package, test, and deploy new applications as needed.
· Contribute positively to the team and the End User Computing environment.
· Maintain and expand existing Knowledge Base.
· Create new and maintain existing support documents to maintain high standards in quality in the delivery of End User Computing services.
· Administrate and troubleshoot Microsoft Auto Pilot deployments.
· Work with Microsoft Intune for Windows Device Management (device configuration, policies, etc.).

TECHNICAL QUALIFICATIONS

· Minimum of 5 years of hands-on experience working with Azure Virtual Desktops.
· Minimum of 5 years of experience as an Endpoint Operations Technician or similar.
· Working knowledge on Microsoft Azure, FsLogix, GPO, Active Directory and PowerShell.
· Experience with Day-to-day Endpoint Operations and escalations support.
· Experience developing and testing software packages using Install shield or equivalent.
· Skills managing a VDI environment (Azure Virtual Desktop preferred).
· Experience in software development life cycle methods and current technologies.
· Expert with SCCM administration, patch management, Imaging, Scripting, MSI, Packaging & Automation.
· Expert with administering and deploying software using SCCM in a global environment, developing and maintaining workstation images using SCCM.
· Expert in patch management including bios and firmware updates, service pack upgrades, and application-based updates.
· Scripting experience is considered a plus (batch, SQL, PowerShell, vbscript).
· Working knowledge of the ITIL framework.
· Expert End Point Protection Engineering.
· Experience with Windows 10/11, Active Directory Structure, and Managing Group Policies.

GENERAL QUALIFICATIONS

· Strong problem solving and root cause analysis skills and excels at working in a team environment.
· Possess experience with troubleshooting.
· Possess the industry's best practices to manage Windows-based projects.
· Possess strong communication skills, both written and verbal.
· Desktop support and operations experience in an enterprise environment.

EDUCATION REQUIREMENTS

· Bachelor's degree from an accredited college or university.