Assistant Analyst/Endpoint Engineer

Description :

Role : Assistant Analyst, Endpoint Engineer

Job Summary

The Assistant Analyst, Endpoint Engineer, is a key member of the Technology Services team, focused on delivering friendly, effective, and reliable technical support to global associates. This role is crucial for ensuring associates have the necessary hardware and software to operate efficiently. The Analyst will provide first and second-level technical support for endpoint devices, manage hardware assets, and utilize specialized endpoint management tools to create a seamless and empowering technology experience.

Core Responsibilities

First and Second-Level Technical Support :

- Provide expert first and second-level technical support for end-user hardware and software through various channels, including in-person desk-side support, phone, and remote assistance via Microsoft Teams.

- Troubleshoot and resolve incidents related to laptops (Windows/Mac), mobile devices (iOS/Android), and core business applications (e.g., Microsoft Office Suite, Jira, Docker, Adobe Creative Suite).

- Action and resolve incidents escalated from the Level 1 Service Desk team, ensuring timely and effective follow-up and resolution.

Endpoint Management and Deployment :

- Configure and deploy workstations for new associates, managing the setup of required hardware and software, ensuring a seamless onboarding experience.

- Utilize Endpoint Management systems such as inTune and JAMF to manage, configure, and secure corporate devices.

- Maintain working knowledge of operating systems (Windows and Mac) and the Microsoft 365 Suite (Outlook, Teams, Entra ID for identity management).

- Replace or issue new hardware when devices are lost, damaged, or reach end-of-life, adhering strictly to asset management procedures.

Documentation and Asset Management :

- Document all support interactions, troubleshooting steps, and final resolutions accurately and consistently within the incident management system (ServiceNow).

- Log and maintain all IT hardware assets (laptops, mobile devices, peripherals) in ServiceNows asset management table, ensuring inventory accuracy.

- Monitor on-hand inventory of IT hardware and initiate orders for new equipment through the procurement partner, ANSR.

Collaboration and Continuous Improvement :

- Collaborate effectively with global IT teams in Europe and the U.S. to align on technical best practices, team standards, and knowledge sharing.

- Partner with peers to diagnose recurring issues, identify systemic trends, and contribute to a solutions-focused, collaborative environment.

Required Skills & Experience

- Minimum 1-4 years of experience in a technology support or customer service role.

- Working knowledge of operating systems (Windows/Mac).

- Experience utilizing Incident Management Systems such as ServiceNow or JIRA.

- Familiarity with the Microsoft 365 Suite (Outlook, Teams, Entra ID).

- Working knowledge of Endpoint Management systems (inTune, JAMF).

- Familiarity with mobile device hardware and operating systems (iOS/Android).

- Strong analytical troubleshooting skills and a proactive, curiosity-driven approach to learning new technologies.

- Excellent verbal and written communication skills with the ability to clearly explain technical concepts to non-technical users.

Preferred Skills

- Direct experience with ServiceNows Incident and Asset Management modules.

- Exposure to productivity and creative tools like Jira, Docker, and Adobe Creative Suite.

- Experience supporting a globally distributed employee base.

- A mindset focused on continuous improvement and process optimization within IT service delivery.