Job Description

About the role:
The candidate will be joining the Enterprise Technology Services (ETS) team and will be responsible for managing and supporting the end-user technology environment at GLG. This includes deploying, maintaining, and troubleshooting Windows and macOS devices, ensuring compliance with security policies, and optimizing the end-user experience. The ideal candidate will have expertise in Microsoft Entra/Intune and Jamf for endpoint management.
Key Responsibilities:

• Support and partner with the Systems Engineering team to configure and deploy state-of-the-art Windows and macOS environments for GLG's 2,700 employees worldwide, ensuring a seamless and secure user experience
• Develop and implement automation strategies to improve endpoint management, software deployments, and system configurations, improving efficiency and reducing manual efforts
• Analyze historical support ticket trends to identify recurring issues and implement proactive solutions that minimize incidents and enhance overall system reliability
• Stay up to date with industry best practices for modern desktop engineering and apply relevant innovations to GLG's environment
• Manage AWS Workspaces desktops and bundles, including debugging connectivity and software deployment issues
• Support strategic ETS projects including software rollouts and infrastructure upgrades
• Oversee Windows 11 deployment and ongoing support, ensuring a smooth transition and continued system maintenance (ongoing updates, patches, and optimizations)
• Resolve escalated support tickets via Zendesk and collaborate with ETS teams to troubleshoot complex issues
• Deploy, configure, and manage Windows and macOS devices using Microsoft Intune and Jamf
• Maintain an accurate inventory of managed hardware and software assets
• Oversee OS patching, security updates, and software deployments, enforcing security policies such as encryption, endpoint protection, and access controls
• Monitor, identify, and remediate vulnerabilities in GLG devices while supporting the implementation and management of endpoint security solutions
• Collaborate with ETS teams to enhance the GLG end-user computing experience and drive process improvements
• Identify and implement automation opportunities to streamline workflows
• Develop and maintain documentation for procedures, troubleshooting guides/best practices

Required Skills & Qualifications:

• Bachelor's degree in IT, Computer Science, or related field preferred (equivalent experience will also be considered)
• 4+ years of experience in systems/desktop support and engineering
• Proven expertise in managing Windows Desktop operating systems, macOS, and Microsoft 365
• Experience with scripting (PowerShell, Bash) for automation
• Hands-on experience with Microsoft Entra ID (Azure AD), Intune, and Jamf
• Knowledge of Active Directory, Group Policy, and device compliance policies
• Familiarity with Zendesk, or similar customer relationship management software platform
• Understanding of security best practices for endpoint management
• Excellent troubleshooting, communication, and customer service skills

Preferred Qualifications:

• Relevant certifications (i.e., MD-100/MD-101, Jamf Certified Tech, or CompTIA A+)
• Experience with networking fundamentals (DNS, DHCP, VPN)

Skills Required