ES
END USER SERVICES ENGINEER (WINDWS & macOS SUPPORT)
Epsilon Solutions LTD
Location not stated
Hybrid
3 weeks ago
- Windows
- MacOS
- Microsoft Intune
- SCCM
- Intune
- Outlook
- OneDrive
- Active Directory
- Conditional Access
- Network Security
- Change Management
- Azure AD
- ServiceNow
- Bash
- Jamf
- ITIL
- Mac
3 weeks ago
Job Title: End User Services Engineer (Windows & macOS Support)
Location: Hybrid - Mississauga
Employment Type: Full-time
Role Objective
Deliver exceptional end-user support by ensuring the availability, performance, and reliability of workplace technology. Provide technical expertise across endpoint management, collaboration platforms, identity services, and end-user computing environments while maintaining high customer satisfaction and operational excellence.
Key Responsibilities
- Provide Level 2/Level 3 support for end-user devices, operating systems, collaboration tools, and business applications.
- Support and manage Windows 10/11, macOS, Microsoft Intune, SCCM, Autopilot, mobile devices, and peripherals.
- Provide advanced support for Apple MacBook devices and macOS, including troubleshooting, configuration, deployment, and optimization.
- Manage macOS devices using Microsoft Intune, Apple Business Manager (ABM), Automated Device Enrollment (ADE), and MDM solutions.
- Support MacBook provisioning, enrollment, refresh, deployment, and decommissioning activities.
- Troubleshoot macOS issues, software installations, application compatibility, and hardware-related incidents.
- Deploy and manage enterprise macOS applications through Intune and Apple management platforms.
- Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Office applications across Windows and macOS.
- Administer Active Directory and Microsoft Entra ID, including user accounts, authentication, and access management.
- Manage OS upgrades, patching, security updates, and application lifecycle management for macOS endpoints.
- Troubleshoot MFA, Conditional Access, VPN, certificate, and SSO issues.
- Support onboarding, offboarding, software deployment, and asset lifecycle management.
- Collaborate with Infrastructure, Network, Security, and Application teams to resolve complex incidents.
- Implement automation, self-service capabilities, and process improvements.
- Monitor endpoint health, compliance, security posture, and performance.
- Create and maintain technical documentation, SOPs, and knowledge articles.
- Participate in change management, patching, technology refresh, and project deployments.
- Provide executive/VIP support for hardware, peripherals, printers, docking stations, and collaboration tools.
- Perform root cause analysis and recommend long-term solutions.
- Ensure compliance with IT security, governance, and operational standards.
- End User Computing (EUC) Support
- Microsoft 365 Administration
- Windows 10/11 Administration
- Apple macOS Administration
- MacBook Pro / MacBook Air Support
- Microsoft Intune
- Apple Business Manager (ABM)
- Mobile Device Management (MDM)
- SCCM / Endpoint Configuration Manager
- Microsoft Entra ID (Azure AD)
- Active Directory Administration
- macOS Security, Compliance, Patch & Upgrade Management
- Conditional Access & MFA
- ServiceNow or ITSM Tools
- Incident, Problem & Change Management
- Endpoint Security & Compliance
- Device Lifecycle Management
- Automation & Process Improvement
- Technical Documentation
- Root Cause Analysis & Troubleshooting
- Stakeholder & Customer Management
- Bash/Shell Scripting
- Jamf Pro, Kandji, Workspace ONE, or similar endpoint management tools
- 7+ years of experience in End User Computing, Desktop Engineering, IT Support, or Workplace Technology within enterprise environments.
- Strong hands-on experience supporting Windows 10/11 and Apple macOS environments.
- Experience with Microsoft Intune, Apple Business Manager (ABM), Automated Device Enrollment (ADE), MDM solutions, Microsoft 365, Microsoft Entra ID, and endpoint security management.
- Proven experience deploying, securing, troubleshooting, and managing MacBook devices in a corporate environment.
- ITIL-based service delivery experience required.
- Aviation industry experience is an asset.
- Apple Certified Support Professional (ACSP) or equivalent certification.
- Experience managing enterprise Mac fleets.
- Knowledge of Zero-Touch Deployment, Apple ecosystem integrations, CIS macOS security benchmarks, and endpoint hardening practices.
END USER SERVICES ENGINEER (WINDWS & macOS SUPPORT) · Epsilon Solutions LTD