TechStop Support Lead

About the Job
As a TechStop Support Lead, you will be responsible for designing, deploying, and managing Windows 10/11 and Apple OS x/iOS devices and applications across our enterprise environment. Provide technical support and guidance for complex issues related to desktop operating systems, mobile devices, cloud services, and security policies.
You will work closely with other IT teams, vendors, and business stakeholders to ensure the optimal performance, availability, and security of our desktop infrastructure. Position Expectations:

• Expertise in Windows 10/11 build and deep understanding of Windows Operating System
• Expertise in PowerShell scripting and automation
• Strong knowledge in Intune
• Strong knowledge and expertise with packaging software for Intune
• Strong knowledge of MacOS and IOS
• Proficient and experienced with Active Directory and Group Policy Objects (GPOs)/Configuration Service Providers (CSPs)
• Strong knowledge of Modern Device Management/Universal Endpoint Management (MDM/UEM) concepts and best practices
• Strong communication skills with both Technical and non-Technical users.
• Manage the OS upgrade process and the image life cycle process for desktop devices.
• Provide third level OSD management support for custom in-house and industry standard applications and troubleshoot issues with high quality and efficiency.
• Collaborate across departments to collect the requirements and resolve ongoing issues and perform root cause analysis during the project phase.
• Act as technical liaison between clients, customers, and vendors as required to implement new technologies or bring issues to resolution.
• Good understanding of networking principles, such as VLANs, NAT/SNAT, etc.
• Good understanding of cloud technologies and service-oriented architecture The Desktop Engineer will be successful in this role when they can execute the following strategic tasks/responsibilities:
• Develop automated remediation tasks for common desktop issues.
• Generate reports on problem management activities, including status, incident reduction, closed problems, opened problems, opportunities, and breakdowns.
• Conduct trend analyses on the volume and nature of incidents and problems and provide proactive solutions to prevent or resolve them.
• Create architectural design documents and presentations, and document technical procedures and policies for applications and operations.
• Collaborate with a global team to ensure successful project delivery.

About You:

• Demonstrate excellent communication and interpersonal skills with all stakeholders, both internally and externally, in verbal and written form
• Keep abreast of the latest developments and trends in desktop engineering and related fields.
• Pursue continuous learning and improvement in desktop engineering and related domains.
• Exhibit a polished and professional demeanor and remain calm and composed under pressure.
• Present yourself professionally in appearance and conduct.
• Work collaboratively with others, take ownership of your work, and deliver impeccable customer service.
• Display a positive and friendly attitude and a willingness to help and learn.
• Support multiple senior leaders simultaneously with different personality types and leadership styles.
• Communicate effectively over the phone, listen attentively, and follow up promptly.
• Configure and troubleshoot Apple and Windows devices at an expert level.
• Build application deployment packages for Mac and Windows
• Use Service Now proficiently.
• Provide mobile device support.
• Hold Apple certifications (ACMT) (MIB) or demonstrate equivalent knowledge and experience.
• Have extensive experience with Microsoft Intune
• Maintain confidentiality and privacy of sensitive information.
• Have Apple and Windows Certifications or be willing to obtain them