End User Computing

About the role

The End User Computing team is looking for an experienced professional to deliver remote desktop support for Windows and macOS environments. You will work closely with users to resolve incidents, manage identities, and ensure a smooth end‑user experience.

Key responsibilities

• Provide remote support for all desktop infrastructure requests and incidents.
• Use ITSM ticketing tools to track, resolve, and close incidents.
• Manage incidents, including major incident call handling and communication with business stakeholders.
• Administer Active Directory for user ID creation, management, and password resets.
• Utilize remote connection tools and perform application packaging.
• Perform L2 troubleshooting on hardware and software issues.
• Maintain Windows 10/11 and macOS operating systems, including patch management.
• Support Office 365 applications and Outlook configuration within a network environment.
• Install approved software remotely and provide MDM support.
• Identify improvement opportunities to enhance the desktop support experience.
• Work flexible shifts, including weekends, as required.

Required profile

• 6‑10 years of experience in end‑user computing and incident management.
• Proven ability to handle major incidents and communicate effectively with business users.
• Flexibility to work in any shift schedule, including weekends.
• Strong focus on customer satisfaction and experience.

Required skills

• Windows 10, Windows 11, macOS.
• SCCM, Intune, Jamf.
• Active Directory and identity management.
• ITSM ticketing tools.
• Application packaging and remote connection tools.
• L2 desktop troubleshooting (hardware & software).
• Office 365 and Outlook administration.
• MDM and patch management.