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Job Description Summary

Job Description

Lead Workplace Engineer – Endpoint & Digital Workforce Experience

- Experience Required: 10 to 12 years.

- Mode of work- Hybrid

- Location-Hyderabad

Role Purpose

A highly skilled Lead Workplace Engineer is needed to serve as the Subject Matter Expert (SME) for Modern Workplace services. This role provides expert 2nd and 3rd line support across endpoint management, Digital Employee Experience (DEX), and workplace technologies.

This is a hands-on engineering role for someone who enjoys troubleshooting complex issues, driving root cause analysis, improving service stability, and mentoring other engineers. The role involves being a senior technical point of contact for partner concerns, balancing operational support, ongoing development, and technical guidance across the workplace technology estate.

Key Responsibilities

• Act as the SME and technical contact for 2nd and 3rd line support regarding blocking issues in workplace technologies and endpoint services.
• Lead the investigation and resolution of complex technical issues, taking responsibility for problems through to permanent resolution.
• Manage root cause analysis and Problem Management processes to decrease repeated incidents and boost service stability.
• Employ Nexthink or comparable Digital Employee Experience (DEX) tools to actively spot issues, assess trends, and boost user experience.
• Provide support and upkeep for Microsoft Intune, Windows endpoint management, device compliance, application deployment, Autopilot, and Microsoft 365 workplace services.
• Contribute hands-on to troubleshooting, service recovery, platform enhancements, and operational support activities.
• Recognize automation and service improvement opportunities by applying scripting and contemporary management capabilities.
• Develop technical documentation, runbooks, and knowledge articles to improve team effectiveness.
• Mentor and coach engineers, sharing technical expertise and helping develop troubleshooting and problem-solving capability within the team.
• Collaborate with Service Management, Security, Infrastructure, and Engineering teams to improve workplace services and customer outcomes.

Skills & Experience

Essential

• Extensive background delivering 2nd/3rd line support in a sizable corporate setting.
• Expert troubleshooting and diagnostic skills across Windows and Modern Workplace technologies.
• Solid understanding of Microsoft Intune, Endpoint Management, Windows 10/11, Entra ID, and Microsoft 365.
• Experience with Nexthink or comparable Digital Employee Experience (DEX) solutions.
• Proven experience in Incident, Problem, and Major Incident Management.
• Proficiency in Root Cause Analysis and problem-solving.
• PowerShell scripting and automation experience.
• Strong technical mentoring and knowledge-sharing skills.

Desirable

• ITIL Foundation certification.
• Experience supporting large-scale endpoint estates.
• Knowledge of Workplace Analytics, endpoint monitoring, and service performance management.

What Success Looks Like

• Reduced recurring incidents through effective problem management.
• Improved endpoint health, stability, and user experience.
• Quicker resolution of intricate technical challenges.
• Increased operational efficiency through automation and continuous improvement.
• Growth in technical capability and confidence across the engineering team.

Key Attribute

The role mainly focuses on being a hands-on Lead Engineer. Mentoring and technical support are key parts, but the primary responsibility is active involvement in complex troubleshooting, technical investigations, major incidents, and service improvement as a recognised SME in the 2nd/3rd line support function.