Endpoint Support Engineer – Desktop Support (L2)

About the role

We are looking for an Endpoint Support Engineer (L2) to join a leading global client in Sharjah. The role focuses on second‑line support for desktops, laptops, mobile devices and related infrastructure, ensuring a stable, secure and compliant end‑user environment.

Key responsibilities

• Act as the L2 escalation point for incidents and service requests from the L1/Service Desk.
• Provide hands‑on support for Windows and macOS desktops, laptops, thin clients, mobile devices, printers and peripherals.
• Diagnose and resolve OS‑level issues, application failures, driver conflicts, boot problems and user profile corruption.
• Perform device provisioning, imaging, re‑imaging and deployment using SCCM/MECM and Microsoft Intune (Autopilot).
• Manage endpoint patching, software distribution and OS updates, ensuring compliance.
• Administer endpoint security controls such as antivirus/EDR, BitLocker and FileVault.
• Support Microsoft 365/Office 365 applications, Outlook/Exchange, OneDrive and Teams at the endpoint level.
• Execute Active Directory and Azure AD/Entra ID tasks, including account administration and Group Policy troubleshooting.
• Handle MDM/UEM enrollment, configuration profiles and mobile device compliance.
• Maintain accurate IT asset inventory, hardware lifecycle records and coordinate warranty repairs.
• Document resolutions, create knowledge‑base articles and guide L1 staff.
• Follow ITIL‑based incident, request, problem and change management processes.

Required profile

• Minimum 2‑3 years of hands‑on desktop support experience (L2 level).
• Strong experience with Windows 10/11 and working knowledge of macOS.
• Proven ability to troubleshoot complex hardware, software and connectivity issues.
• Familiarity with ITIL processes and service‑level agreements.

Required skills

• Windows 10/11, macOS
• SCCM / MECM, Microsoft Intune, Autopilot
• Active Directory, Azure AD / Entra ID, Group Policy
• Microsoft 365, Office 365, Outlook, Exchange, OneDrive, Teams
• BitLocker, FileVault, antivirus/EDR (e.g., Microsoft Defender)
• MDM / UEM, device provisioning and imaging