Senior Desktop Support Engineer (End-User Computing) at Prescient

Purpose of role:

• We are looking for a senior engineer to own and modernise Prescient's end-user computing environment. You will build on and modernise our WDS-based imaging, packaging and automation processes, manage endpoints through Intune and Entra, and remain hands-on with deskside and remote support. You will take ownership of end-user issues through to resolution and raise the stability and consistency of the desktop estate across the Group.  

Duties and responsibilities:
Imaging and deployment 

• Build, maintain and improve Windows 11 images and deployment processes using WDS. 
• Manage OS deployment, driver and BIOS management, and device provisioning, including Autopilot where applicable. 
• Support and maintain Windows and Apple macOS endpoints. 
• Application packaging and patching 
• Package, test and deploy applications via Intune and existing deployment tooling. 
• Maintain software update and patch compliance across the estate. 

Automation and scripting 

• Develop and maintain PowerShell scripts to automate deployment, configuration, remediation and reporting. 
• Build workflow automations, with n8n experience advantageous, to reduce manual effort in provisioning and support processes. 

Endpoint and cloud management 

• Administer Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive, from an end-user support perspective. 
• Manage device enrolment, compliance, configuration and application policies in Intune. 
• Manage identities, groups, conditional access and device registration in Microsoft Entra ID. 
• Use Ninja for remote monitoring and management and support Netskope client deployment and troubleshooting. 

Service delivery and incident management 

• Provide second-line, remote and deskside support, taking ownership of incidents and requests from logging through to resolution. 
• Log, categorise, prioritise and update all tickets in the ITSM system, meeting SLA and customer satisfaction targets. 
• Escalate complex issues with clear communication and accountability. 
• Support printers, copiers, scanners, VoIP telephony, biometric and video-conferencing systems. 

Service delivery and incident management 

• Provide second-line, remote and deskside support, taking ownership of incidents and requests from logging through to resolution. 
• Log, categorise, prioritise and update all tickets in the ITSM system, meeting SLA and customer satisfaction targets. 
• Escalate complex issues with clear communication and accountability. 

Support printers, copiers, scanners, VoIP telephony, biometric and video-conferencing systems. 

Asset and environment management 

• Manage the IT asset lifecycle, including provisioning, tagging, tracking, maintenance and decommissioning. 
• Maintain accurate records of equipment, incidents and resolutions in line with operational and audit requirements. 

Documentation, knowledge transfer and collaboration 

• Create and maintain SOPs, build documentation and knowledge-base articles. 
• Coach end-users and junior technicians on systems and IT best practice. 
• Work closely with the Service Desk and Infrastructure teams, and advise on hardware and software procurement and upgrades. 

Required experience:

• At least 5 years' experience in desktop or end-user computing support within a corporate environment.  Imaging and OS deployment for Windows 11, with WDS required. SCCM/MECM experience is highly regarded. 
• Application packaging and deployment using Intune. SCCM/MECM packaging experience is advantageous. 
• Automation and PowerShell scripting for deployment, remediation and reporting. 
• Microsoft 365 / Office 365 administration, including Outlook, Teams, SharePoint and OneDrive. 
• Microsoft Intune endpoint management, including enrolment, compliance, configuration and application policies. 
• Microsoft Entra ID, including identity, groups, conditional access and device registration. 
• Remote support and endpoint-management tools. 
• Solid understanding of operating systems, networking fundamentals and IT service-management practices. 
• Working experience with Ninja, Netskope and n8n is advantageous. 
• Experience with Microsoft Intune Autopilot, Windows Update for Business, Microsoft Copilot or other productivity and automation tools is advantageous. 
• Experience supporting Apple macOS in a managed environment is advantageous. 

Required Qualifications:

• Matric (Grade 12) or equivalent. 
• A relevant IT diploma or degree is advantageous. 
• Microsoft MD-102 (Endpoint Administrator) is advantageous. 
• Microsoft SC-300 (Identity and Access Administrator) or MS-102 (Microsoft 365 Administrator) is advantageous. 
• Microsoft AZ-900 (Azure Fundamentals) is advantageous. 
• CompTIA A+ or N+ is advantageous. 
• Equivalent proven experience will also be considered. 

Key competencies:

• Strong problem-solving and analytical skills, with the ability to diagnose complex issues independently. 
• Excellent customer service and clear, professional communication with technical and non-technical users. 
• Ability to prioritise and manage time effectively in a fast-paced environment. 
• Strong attention to detail, with disciplined documentation and organisation. 
• Ability to work independently and collaboratively, with a strong sense of ownership and accountability. 
• Integrity and discretion when handling sensitive information. 
• Proactive approach to learning new technologies, including AI-driven tools. 

Why this role:

• Strong problem-solving and analytical skills, with the ability to diagnose complex issues independently. 
• Excellent customer service and clear, professional communication with technical and non-technical users. 
• Ability to prioritise and manage time effectively in a fast-paced environment. 
• Strong attention to detail, with disciplined documentation and organisation. 
• Ability to work independently and collaboratively, with a strong sense of ownership and accountability. 
• Integrity and discretion when handling sensitive information. 
• Proactive approach to learning new technologies, including AI-driven tools.