Product Support Technical Engineer

In this role you support and optimise the Managed Desktop Service (MDS) estate, focusing on Windows 11, macOS, and ChromeOS managed via Microsoft Intune. You operate within a modern management framework, handling provisioning, configuration, security, and lifecycle management while driving long-term, robust solutions. You work across endpoints to improve security, compliance, and end-user experience in a collaborative, cross-functional environment. This is a hands-on technical consultant role that combines troubleshooting with strategic improvements.

• 25 days annual leave plus bank holidays
• Annual leave purchase scheme
• Up to 6% contributory pension
• Flexible working options
• Serco discounts (cinema, Merlin, online shopping)
• Health and wellbeing support (EAP, Health Cash Plans, flu jabs)

• Manage and support Windows 11, macOS and ChromeOS endpoints using Microsoft Intune as the primary management platform
• Create, maintain and optimise Intune policies, configuration profiles, compliance policies, app deployments, security baselines, update rings, and management processes
• Ensure devices stay compliant with security standards and conditional access requirements
• Provide 3rd-line technical support, diagnosing and resolving complex issues across Windows 11, macOS and ChromeOS
• Investigate and remediate endpoint security, compliance, configuration, and application issues
• Support device provisioning and enrolment, including Windows Autopilot and other deployment technologies
• Perform root cause analysis on recurring incidents and work with Problem Management for permanent solutions
• Document technical processes, configurations, and support procedures while guiding colleagues and end users
• Support evaluation, testing, and implementation of new technologies and service improvements
• Implement and maintain endpoint security controls (Microsoft Defender, BitLocker, vulnerability management) and remediation activities
• Collaborate with stakeholders to improve end-user experience while maintaining security and compliance
• Deliver MDS Standard Service support (installation, configuration, troubleshooting, user guidance)
• Act as a technical consultant with SME across endpoint management, deployment, security, and end-user computing services

• Proven experience managing enterprise Windows 11, macOS and ChromeOS devices in a modern endpoint management environment
• Strong expertise in Microsoft Intune (policy creation, deployment, compliance, reporting, endpoint security, lifecycle management)
• Experience supporting Windows Autopilot and modern deployment technologies
• Hands-on experience with Windows 11 provisioning, OS management, app packaging, and profile management
• Experience supporting macOS and ChromeOS in an enterprise environment
• Understanding of Microsoft 365 security technologies, Conditional Access, identity protection, and endpoint security controls
• Experience implementing Microsoft Defender security controls and vulnerability remediation
• Scripting and automation skills, with PowerShell essential
• Knowledge of networking fundamentals, Group Policy, Active Directory, and Microsoft Entra ID
• Experience with MDM/MAM, compliance policies, and endpoint security frameworks
• Excellent analytical and troubleshooting skills with a structured approach
• Attention to detail and ability to work through complex technical challenges methodically
• Ability to identify root causes and implement long-term solutions
• Understanding of change control, risk management, and delivering quality outcomes
• Microsoft Certified: Endpoint Administrator Associate (MD-102) or equivalent
• ITIL Foundation Certification (preferred)
• CompTIA A+ / Network+ (beneficial)
• Bachelor’s degree in Computer Science, IT, or related field (desirable)
• 2+ years in endpoint engineering/desktop engineering/infrastructure support

• Strong analytical and problem-solving approach
• Attention to detail
• Methodical and structured troubleshooting
• Microsoft Intune
• Windows Autopilot
• Windows 11