Desktop Engineer

Position Summary

This is a technology-focused position in Bain’s Global Desktop Engineering team, responsible for managing approximately 20,000 laptop and desktop computers across 60 office locations in 40 countries. The person in this role will be responsible for:

• Maintaining existing on-prem and hybrid infrastructure for managing laptop, desktop, and virtual computers, including Microsoft Configuration Manager, Active Directory, Group Policy, Entra ID, Intune, and Jamf.
• Monitoring the performance and stability of physical and virtual endpoints to ensure that customers have the best experience possible.
• Assisting in the testing and deployment of software and the provisioning of Azure Virtual Desktops.
• Assessing, prioritizing, and responding to ServiceNow tickets escalated to the Desktop Engineering team.
• Communicating with and assisting local, regional, and global TSG teams to troubleshoot and resolve problems on Windows and Mac endpoints.

Essential Functions

Systems Administration and Maintenance (40%):

• Help administer enterprise-wide Microsoft Configuration Management infrastructure and associated technologies.
• Maintain Active Directory GPOs and Intune policies to manage endpoint configurations.
• Monitor the health of Desktop Engineering systems and infrastructure, identify and report problems, investigate root causes, and propose possible solutions.
• Assist in testing and deploying software installations/upgrades for supported applications via self-service or automated delivery.

Customer Support (40%):

• Monitor the Help Desk ticketing system for tickets escalated to Desktop Engineering. Triage incoming tickets, resolve them if possible, or forward to the appropriate resource.
• Provide level-2 troubleshooting support for local and regional TSG teams.

Analytics and Reporting (20%):

• Gather, analyze, and report endpoint performance and reliability metrics using tools such as Nexthink, Endpoint Analytics, and Intune.

Qualifications

Education:

Required: 

• Bachelor's degree with a concentration or evident interest in technology, science, mathematics, or comparable subjects demonstrating problem-solving ability.

Preferred: 

• Certifications or coursework in Microsoft desktop management technologies, such as Windows 10 administration, SCCM/MECM, AD/AAD, Intune, etc.

Experience:

Required:

• 2+ years' experience in information technology, with primary responsibility for Windows device deployment and management.
• Hands-on experience supporting desktop management technologies such as SCCM, Intune, AD/AAD, and Group Policy.
• Familiarity with the Windows environment, including architecture fundamentals, troubleshooting tools and techniques, installation, and configuration options.
• Ability to read, debug, and modify PowerShell scripts to solve problems and automate processes.

Preferred: 

• Experience with enterprise-class Mac management, including Jamf or comparable solutions.

Knowledge, Skills, and Abilities

Required:

• Effective verbal and written communication skills within and across TSG teams.
• Proven customer service mindset; ensures customer issues are resolved promptly with clear, appropriate communications. Able to write coherent customer-facing knowledge-base articles.
• Strong problem-solving competency; able to break down moderate issues into components and solve them logically.
• Desire to work in a fast-paced and dynamic environment.