End user device Engineering and Executive Support L3 (Mac and Windows)

Job description

Title- End user device Engineering and Executive Support L3 (Mac and Windows)
Location- Fort Worth, TX (Day1 Onsite) (In- Person interview with customer in final discussion)
Type- FTE
Salary- ***K- ***K
Skill Matrix
Skill
No of years
Rating out of 10
Mobile Device Management (MDM)
SCCM
Mac OS L2/L3
Window L2/L3
VIP support
L3 support
We are seeking a highly skilled and dedicated Desktop Engineer who is technically proficient End User Device Engineer (Level 3) with a specialized focus on windows and macOS environments:
Executive Support
to provide exceptional technical assistance and white-glove service to our senior leadership and executive team.

This role requires extensive expertise in both Windows and macOS environments, strong troubleshooting abilities, and an unwavering commitment to customer satisfaction.
Responsibilities:
Executive Technical Support:
Provide expert-level, hands-on and remote technical support to executives for all hardware, software, and peripheral issues on Windows and macOS devices (laptops, desktops, tablets, smartphones), mobility/iOS expertise
Prioritize and promptly resolve executive-level IT incidents and service requests with a focus on minimal disruption and maximum efficiency.
Act as the primary point of contact for executive IT needs, ensuring a smooth and personalized support experience.
System Administration
Troubleshooting:
Install, configure, and maintain operating systems (Windows 10/11, macOS), software applications (Microsoft 365 Suite, Adobe Creative Suite, specialized executive tools), and hardware components.
onsite Citrix Architect
Diagnose and resolve complex technical issues related to network connectivity (Wi-Fi, VPN), email, printing, video conferencing, security, and data protection.
Perform hardware upgrades, replacements, and repairs for executive devices.
Conduct regular system updates, patching, and backups to ensure system stability and security.
Manage and troubleshoot mobile devices (iOS, Android) and associated applications.
Security
Compliance:
Implement and enforce security protocols, including antivirus software, disk encryption, and endpoint protection solutions.
Collaboration
Communication:
Collaborate effectively with other IT teams (Network, Systems, Security) to resolve complex issues and implement new technologies.
Communicate complex technical information clearly and concisely to non-technical executives, demonstrating patience and understanding.
Required Skills
Qualifications:
5+ years of experience in a Desktop Support, IT Support, or End User Computing role, with a strong focus on executive or VIP support.
Deep expertise in Windows operating systems (Windows 10, 11) and macOS (Ventura, Sonoma, and newer versions), including advanced troubleshooting and administration.
Hands-on experience with mobile device management (MDM) solutions.
Experience with IT ticketing systems (e.g., ServiceNow, Jira).
Excellent problem-solving, analytical, and critical thinking skills.
Exceptional communication (written and verbal), interpersonal, and customer service skills, with a proven ability to interact professionally and discreetly with senior executives.
An L3 End User Device Engineer specializing in Mac and Windows is a senior technical role responsible for the advanced support, engineering, and lifecycle management of client devices within an enterprise environment.

They act as a subject matter expert (SME) and escalation point for complex issues that L1 and L2 support teams cannot resolve.
Here's a breakdown of the role, responsibilities, and key skills:
End User Device Engineering SME L3 (Mac
Windows)
The L3 End User Device Engineer
is a highly experienced professional who designs, implements, manages, and troubleshoots the end-user computing environment, with a strong focus on both macOS and Windows operating systems.

This role requires deep technical knowledge, excellent problem-solving abilities, and a strategic mindset to enhance user experience.
Key Responsibilities:
Advanced Troubleshooting
Root Cause Analysis:
Serve as the final escalation point for complex and critical issues related to Mac and Windows devices, including hardware, software, operating systems, network connectivity, and peripheral devices.
Perform in-depth root cause analysis (RCA) to identify underlying problems and implement permanent solutions, reducing recurring incidents.
Troubleshoot complex issues related to Microsoft 365 and other SaaS applications as they interact with both Mac and Windows endpoints.
Endpoint Management
Engineering:
Strategic Endpoint Management: Lead the development and lifecycle management of Mac and Windows endpoints, focusing on automation, standardization, and security compliance.
Deployment
Provisioning: Design, implement, and optimize automated deployment solutions for both Windows (e.g., Microsoft Endpoint Manager/SCCM, Intune) and Mac (e.g., Jamf Pro, Apple Business Manager/DEP).
Configuration Management: Develop and maintain standardized system configurations, group policies (Windows), and profiles (Mac) to ensure consistency, security, and optimal performance across the fleet.
Application Packaging
Deployment: Package, test, and deploy applications for both Windows and Mac environments, ensuring compatibility, compliance, and silent installations.
Automation
Scripting:
Design and implement automation solutions using scripting languages (e.g., PowerShell for Windows, Bash, Python, AppleScript for Mac) to streamline provisioning, patching, incident resolution, and other repetitive IT tasks.
Explore and leverage automation tools and frameworks to improve efficiency and reduce manual effort in endpoint management.
System Performance
Optimization:
Monitor endpoint performance, analyze telemetry data, and implement optimizations to continuously improve end-user experience and device reliability.
Conduct technical research and analysis to identify and implement new solutions or improve existing ones.
Collaboration
Mentorship:
Collaborate extensively with other IT teams (Network, Server, Cybersecurity, Service Desk, Application Development) to ensure seamless integration and support.
Essential Skills
Qualifications:
Deep Operating System Expertise:
Windows: Expert-level proficiency with Windows 10/11 internals, deployment, configuration, group policy management, Active Directory integration, and troubleshooting.
macOS: Expert-level proficiency with macOS system internals, deployment (e.g., Apple Business Manager, DEP), security frameworks, and enterprise deployment models.
Endpoint Management Platforms:
Windows: Extensive experience with Microsoft Endpoint Manager (Intune, SCCM/MEMCM) for device management, software deployment, and policy enforcement.
Mac: Expert-level proficiency with Jamf Pro administration (advanced policy creation, smart groups, patch management, extension attributes).
Problem-Solving
Analytical Skills:
Exceptional ability to diagnose complex technical issues, perform root cause analysis, and develop effective long-term solutions.
Strong analytical thinking to identify trends and proactively address potential problems.
Communication
Interpersonal Skills:
Excellent verbal and written communication skills to articulate complex technical concepts to both technical and non-technical audiences.
Ability to collaborate effectively with cross-functional teams and external vendors.
The pay range for this role is *** - **** per annum including any bonuses or variable pay.

*** also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law).

Ask our recruiters for more details on our Benefits package.

The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate.
*** is an Equal Employment Opportunity employer.

We promote and support a diverse workforce at all levels of the company.

All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability.

All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations.

Reasonable accommodations also are available in the hiring process for applicants with disabilities.
Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at
*** .

Required Skill Profession

Architecture And Engineering