Role Overview

The Endpoint Management Engineer will be responsible for the delivery and continuous improvement of end-user device management services under the Global Business Services (GBS) “As a Service” model. This role ensures standardization, compliance, and reliability of endpoint environments (Windows and any other OS) through centralized tools and processes.

The position focuses on software deployment, policy enforcement, image management, and Tier-2 endpoint support across the enterprise. The engineer will use enterprise tools such as Tanium, Intune, and other tools to achieve operational excellence and meet defined SLAs.

Key Responsibilities

Profile & Policy Management

• Deploy and maintain Group Policy Objects (GPOs) and Intune-based endpoint configurations.

• Audit and validate compliance with configuration standards.

• Collaborate with Information Security and Infrastructure Architecture to ensure alignment with global security baselines.

• Document changes, version updates, and exceptions in SharePoint or other systems.

Patch Management

• Execute OS and application patching cycles using Tanium and Intune.

• Monitor compliance dashboards and remediate devices falling below 95% compliance within SLA (7 days).

• Participate in change control processes and report patching performance monthly.

• Recommend and implement automation to reduce manual intervention.

Application Updates

• Manage software distribution and lifecycle using Tanium.

• Test, deploy, and rollback standard corporate applications with a 99% success rate.

• Maintain packaging documentation and coordinate validation with app owners.

Remote Support (Tier-2)

• Provide second-level support for endpoint devices.

• Diagnose and resolve escalated issues (OS, network, patching, profiles).

• Use RMM/ITSM tools (e.g., ServiceNow) maintaining MTTR ≤ 2 business days.

• Contribute to root cause analysis and continuous improvement.

Image Management

• Validate hardware compatibility and refresh images quarterly.

• Document image build and maintain version control.

Monitoring & Reporting

• Develop and maintain endpoint health dashboards in Power BI or other tools using Tanium data.

• Generate and distribute monthly service performance reports.

• Identify deviations and recommend corrective measures.

Knowledge Management

• Maintain SOPs, FAQs, and troubleshooting guides.

• Ensure quarterly review of knowledge content (100% compliance).

• Support self-service and contribute to GBS Knowledge Base.

Tools & Technologies

• Configuration & Policy: Microsoft Active Directory, Entra, Intune or other in the future

• Patching & Deployment: Tanium

• Monitoring & Reporting: Power BI, Tanium Dashboards or other

• Support & Documentation: ServiceNow (ITSM), SharePoint, or other

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).

• 3–5 years of experience in endpoint management or IT infrastructure operations.

• Proficiency with Microsoft Intune, Tanium, Active Directory, and Windows administration.

• Google Workspace knowledge and experience is an advantage.

• Strong understanding of ITIL processes and performance management.

• Excellent analytical and communication skills; experience in a shared services or global enterprise environment preferred

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