IT Systems Engineer (EUC)

As part of the off-shore End User Computing (EUC) Support Engineer team based in our Mauritius Office, you will provide technical and customer support for remote and field-based corporate staff in our global corporate offices as well as remote support to colleagues in our Mecca Bingo and Grosvenor Casinos retail environments in the UK.  
 
As part of a varied role, you will be part of a team responsible for all aspects of end user device management, including administration and maintenance of our global endpoint client management systems (Intune/SCCM/JAMF), Application Packaging, Automation of software deployment and rollouts, Security Patch Management, Operating System image management, Vulnerability Remediation, Printing and Hardware Asset Management.  

You will be required to research, plan, test and implement upgrades, rollouts, distributions, and configuration activities in accordance with our change management processes, keeping disruption and risk to our business operations to a minimum.  

The ability to analyse and interpret data is key to the role and you will be responsible for providing scheduled and ad-hoc reports from our management systems to proactively identify clients that are non-compliant and resolve any outstanding issues.  

You will also be responsible for 2nd and 3rd line support incidents and requests assigned to you by our global Service Desk team and onsite engineers.  Duties involve contacting end users and remotely investigating and resolving EUC device and software issues, working closely with our onshore EUC support teams, where necessary, to drive tickets to completion.   

Other duties include responding to security vulnerability alerts and contacting end users to perform security scans.  The team is also an escalation point for critical end user computing issues logged out of hours, and will involve some on-call and out-of-hours work. 

Main Accountabilities & Responsibilities: 

• Administer, maintain, configure, and upgrade device client management tooling (Microsoft Endpoint Manager, SCCM, Intune, JAMF) 

• Troubleshoot and resolve endpoint agent connectivity, configuration, enrolment, and reporting issues. 

• Deploy monthly Windows and application updates and resolve vulnerabilities identified via scanning tools. 

• Maintain and develop standard operating system images and task sequences 

• Perform scheduled and ad-hoc reporting from management systems and monitor patch and software distribution compliance. 

• Work with business owners to perform technical discovery of software applications, determining requirements, prerequisites, and installation customisations 

• Assist in maintaining and improving overall workstation compliance level 

• Automate application installations for unattended installation using management tools. 

• Perform Driver Updates, software deployments, and policy changes following the change management process.  

• Provide 2nd and 3rd line Remote Support as required by the business  

• Investigate reported issues and proactively research and resolve 

• Ensure incidents and service request tickets are monitored, updated and resolved according to SLA 

• Support, configure and maintain EUC hardware devices, printers and operating systems: Windows 11/10/7/MacOS/Laptop/Desktop/Mobile Phone/Tablets (iOS/Android)  

• Help maintain an up-to-date IT Asset Register 

• Document processes and procedures and update knowledge base with known issues 

• Escalate issues and involve superiors wherever required to resolve issues as quickly as possible. 

• Troubleshoot Network connectivity problems in a LAN/WAN environment.  

• Develop security awareness training programs and materials for end-user awareness 

• Any other duties as requested by the Company 

What’s needed for success – Experience & Qualifications: 

Required: 

• Experience in supporting Windows 10/11, iOS and MacOS operating systems, hardware and accessories. 

• Demonstrable work experience as 2nd/3rd line support or similar role 

• Experience using Windows client management systems (e.g. Intune, SCCM, Endpoint Manager) 

• Knowledge of EUC Device management processes (Patch Management, Asset Management, Software Distribution, Endpoint Security) 

• Understanding of Operating System Deployment automation 

• Powershell/VBScript/WMI scripting technologies 

• Extensive experience with Microsoft Excel for reporting and data analysis 

• Experience of supporting Corporate Office environment remotely 

• Excellent communication Skills (Verbal and written)  

• Good Planning and Organisational Skills  

• Able to operate proactively with minimal supervision  

• Able to operate under stressful conditions  

• Able to manage Time and Priorities effectively