Technical Support Specialist

Senior Endpoint Engineer

Model: Hybrid ( 3-4 monthly visit)

Duration 12 months.

JD:

Essential Responsibilities

• Provide advanced support, engineering, and configuration for Windows-based PC environments, with particular focus on shop floor and manufacturing endpoints, including Windows 11 and Windows LTSC.

• Lead the creation, standardization, deployment, and ongoing maintenance of PC images, ensuring secure, scalable, and policy-compliant solutions for enterprise and shop floor use cases.

• Engineer and configure shop floor PC systems to meet manufacturing operational requirements, with a focus on performance, stability, reliability, and minimal downtime.

• Design, develop, deploy, and support PC software solutions for shop floor and enterprise environments, ensuring compliance with licensing, cybersecurity, and company standards.

• Monitor the operational health, performance, and compliance of shop floor PCs, images, and software, identifying risks, trends, and opportunities for improvement.

• Own the integrity and accuracy of the CMDB for PC assets, ensuring configuration items remain aligned with actual device deployment, usage, and lifecycle status.

• Develop and maintain clear documentation for shop floor engineering and support processes, including SOPs, work instructions, support guides, and training materials.

• Troubleshoot and resolve endpoint issues across shop floor and enterprise environments, including site-specific incidents, urgent operational disruptions, and high-severity events.

• Drive improvements in the end-user experience for shop floor PC systems, identifying pain points and implementing practical, scalable solutions.

• Ensure all PC systems, software, and images meet organizational security policies, compliance requirements, and operational standards, including implementation of required controls and configurations.

• Provide training and guidance to end users, local support teams, and technical partners to ensure effective use and support of shop floor PC solutions.

• Identify and implement automation opportunities to simplify image management, software deployment, endpoint provisioning, and support processes.

• Develop dashboards, reporting, and performance metrics to track shop floor endpoint health, compliance, deployment status, and operational effectiveness.

• Lead response and recovery efforts for high-severity incidents impacting PC systems and software, including root cause analysis and corrective action implementation.

• Drive continuous improvement initiatives to improve the efficiency, resilience, and supportability of shop floor and enterprise endpoint environments.

• Manage relationships with PC hardware, software, and depot vendors to ensure service levels, quality, and delivery expectations are met.

• Ensure shop floor and enterprise PC systems comply with regulatory, cybersecurity, and industry requirements.

• Lead and contribute to projects involving the deployment, refresh, enhancement, and modernization of shop floor PC hardware, software, and imaging solutions.

• Partner closely with IT security, networking, digital workplace, manufacturing, and site stakeholders to ensure seamless integration and support of shop floor endpoint infrastructure.

• Continuously assess and improve operating system and endpoint performance to enhance reliability, efficiency, and user satisfaction.

• Oversee hardware and software lifecycle management for shop floor PCs, ensuring timely upgrades, refreshes, and replacement planning.

• Implement and manage endpoint security controls, including patching, antivirus, encryption, hardening, and compliance enforcement.

• Support new technology pilots and deployment programs to ensure shop floor readiness and support preparedness before go-live.

• Improve customer satisfaction by strengthening support quality, knowledge management, training, and operational responsiveness.

• Communicate effectively across immediate teams, cross-functional partners, site stakeholders, and leadership.