Job Description:

Essential Job Functions:

·       Administer and support Microsoft Intune for enterprise-managed endpoints.

·       Support device enrolment, configuration profiles, compliance policies and security baselines.

·       Support Windows Autopilot provisioning and associated device lifecycle activities.

·       Monitor device compliance and endpoint health and remediate or escalate identified issues.

·       Support application deployment, software updates and Windows update management.

·       Troubleshoot device enrolment failures, policy conflicts, application deployment failures and other endpoint-management issues.

·       Support Windows endpoint management across the managed device estate.

·       Use Nexthink endpoint analytics to investigate device health, performance and digital employee experience issues.

·       Support proactive identification of endpoint issues through Nexthink

·       Support approved Nexthink Remote Actions and automated remediation activities.

·       Assist with operational dashboards and reporting relating to device health and compliance

·       Support Barista digital-support and self-service capabilities

·       Identify repetitive endpoint-support activities that could be addressed through knowledge, automation, self-service or proactive remediation.

·       Resolve assigned incidents and service requests or escalate complex issues as appropriate

·       Participate in problem determination and root-cause-analysis activities.

·       Maintain operational documentation, knowledge articles, and support procedures

·       Work with Service Desk, security, endpoint, infrastructure, and other resolver teams

·       Participate in knowledge transfer and operational-readiness activities where required.

Basic Qualifications:

• Bachelor's degree, diploma or equivalent qualification in Information Technology, Computer Science, Engineering or a related technical discipline, or equivalent practical experience.
• Relevant professional experience supporting enterprise endpoint-management or Modern Workplace environments.
• Hands-on experience with Microsoft Intune and Windows endpoint management.
• Experience troubleshooting endpoint-management incidents and service requests.
• Good understanding of enterprise IT operational processes.
• Good analytical and technical troubleshooting skills.
• Good written and verbal Arabic & English communication skills.
  Other Qualifications:

• Microsoft Certified: Endpoint Administrator Associate / MD-102 or equivalent Microsoft endpoint-management certification.
• ITIL Foundation certification or practical experience working within ITIL-aligned service-management processes.
• Nexthink training or certification.
• Experience working with Windows Autopilot.
• Experience with Microsoft Configuration Manager/SCCM and Intune co-management.
• Experience with Nexthink or another Digital Employee Experience platform.
• Experience with ServiceNow.
• Experience supporting automated or self-service IT support solutions.
• Arabic language capability is advantageous for this engagement.

Soft Skills, Knowledge and Abilities

• Strong analytical and problem-solving capability.
• Ability to follow structured troubleshooting processes and identify root causes.
• Customer-focused approach with an emphasis on end-user experience.
• Ability to take ownership of assigned incidents, requests and operational activities.
• Ability to communicate technical information clearly and concisely.
• Ability to work effectively in a geographically distributed technical team.
• Ability to collaborate across Service Desk, endpoint, security, infrastructure and specialist resolver teams.
• Strong documentation and knowledge-management skills.
• Ability to manage multiple priorities and work within agreed service levels.
• Continuous-improvement mindset with an interest in automation and proactive support.
• Ability to learn new Modern Workplace technologies and processes.

Experience Requirements

5+ years experience appropriate to a Senior Analyst I position, with practical experience in enterprise Modern Workplace, endpoint management or end-user computing environments.

Candidates should demonstrate hands-on operational capability in Microsoft Intune and Windows endpoint management, combined with experience or knowledge of digital employee experience monitoring, automation and proactive endpoint support.

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