Sr. Service Engineer

Job Summary

Sr. Service Engineer

Service Engineer 2 - Hardware Asset Management

Role Purpose

Execute the hands-on work that gets new endpoint hardware certified and keeps the asset record honest. You will test candidate laptops, desktops, thin clients and peripherals against a defined certification suite, package and validate driver and firmware updates, and maintain accurate lifecycle records - working under the direction of a Senior Service Engineer who owns the standard.

What You Will Do

• Run certification testing. Execute the test checklist on new laptop, desktop, thin client, zero client and peripheral models. Capture results, defects and evidence in a consistent, reviewable format.
• Validate build and deployment readiness. Confirm Autopilot and MECM enrolment, driver packs, imaging and OS readiness on candidate hardware - Windows 11, IGEL OS, Dell ThinOS, HP ThinPro.
• Keep firmware, BIOS and drivers current. Package and test driver and BIOS updates, apply the approved BIOS/UEFI baseline, verify remote update paths, and track OEM advisories for the models you own.
• Test peripherals and clinical accessories. Docks, monitors, headsets, tap/badge readers, barcode scanners, label printers, carts and workstation-on-wheels configurations.
• Maintain asset accuracy. Keep HAM and CMDB records clean - serial and asset-tag reconciliation, warranty and entitlement data, stockroom movements - and pull the evidence needed for audits.
• Support secure disposition. Prepare retiring devices for sanitisation and disposal with the approved method and complete chain-of-custody documentation.
• Document and support. Write SOPs, test reports and known-issue notes; support L2/L3 escalations for hardware faults; raise and follow through OEM warranty and RMA cases.

Skills and Experience We Need

• 2-4 years in endpoint support or engineering in a mid-to-large enterprise.
• Windows 11 endpoints, hands-on. Working knowledge of Microsoft Intune and Autopilot, or MECM/ConfigMgr.
• Hardware fundamentals. BIOS/UEFI settings, TPM, secure boot, drivers, firmware, docking and display behaviour - and the confidence to open a device and diagnose it.
• Some exposure to thin clients and virtual desktops. At least one thin client platform (IGEL, ThinOS, ThinPro) and one VDI or DaaS environment (Azure Virtual Desktop, Windows 365, Citrix, Omnissa Horizon).
• OEM support processes. Dell TechDirect, HP or Lenovo support portals; warranty validation and RMA handling.
• Structured testing habits. You follow a test plan, record what actually happened, and write it up so someone else can act on it.
• ITSM and data discipline. ServiceNow ticket hygiene, plus solid spreadsheet skills for inventory and reconciliation work.

Preferred

• MD-102, CompTIA A+, or an OEM hardware certification (Dell / HP / Lenovo / IGEL); ITIL 4 Foundation.
• Exposure to asset tooling (ServiceNow HAM, Lansweeper, Flexera) or DEX tooling (Nexthink, ControlUp).
• Basic PowerShell for reporting and repetitive validation tasks.
• Experience in healthcare or another regulated environment with shared and clinical devices.

How Success Is Measured

• Test-cycle turnaround time and completeness of test evidence.
• Defects that escape testing and surface after deployment.
• Accuracy of asset records against physical and discovered inventory.
• Quality and reuse of the SOPs and test reports you produce.
• Ticket and RMA closure within SLA.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.