Product Support Technical Engineer

Serco Limited; Sutton Coldfield, Metropolitan Borough of Solihull; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

25 days annual leave

Annual leave purchase scheme

Up to 6% pension contribution

Flexible working options

Staff discounts

Job summary

Serco is seeking a Product Support Technical Engineer to optimise our Managed Desktop Service (MDS) estate. You will manage Windows 11, macOS and ChromeOS devices via Microsoft Intune, provisioning, deployment, security and lifecycle management in a hybrid Solihull/Hook office setup.

You’ll provide advanced 3rd-line support, implement robust end-user computing solutions, and continuously improve endpoint security and compliance across the estate.

Qualifications

• 2+ years in endpoint engineering or desktop engineering roles
• Experience with enterprise Windows 11, macOS and ChromeOS devices
• Strong expertise in Microsoft Intune
• Experience with Windows Autopilot and modern deployment technologies
• Scripting/automation skills, PowerShell essential
• Knowledge of AD, Entra ID and group policy is a plus
• Bachelor's degree in CS/IT or related field is desirable

Responsibilities

• Manage and support Windows 11, macOS and ChromeOS endpoints using Microsoft Intune
• Create and optimise Intune policies, profiles, compliance policies, deployments and security baselines
• Ensure devices stay compliant with security standards and conditional access
• Provide 3rd-line technical support for complex endpoint issues
• Investigate and remediate security, compliance and configuration issues
• Assist provisioning and enrolment including Autopilot and new deployment tech
• Conduct root cause analysis and work with Problem Management for permanent fixes
• Document processes, configurations and support procedures; guide colleagues and users
• Evaluate new technologies and platform improvements to enhance service quality

Skills

Problem solving

Attention to detail

Analytical thinking

Structured troubleshooting

Education

MD-102/Endpoint Administrator cert

ITIL Foundation

CompTIA A+/Network+

Bachelor's degree in CS/IT

Tools

Microsoft Intune

Windows Autopilot

PowerShell

Microsoft Defender

Job description

MDS (Managed Desktop Service)

Hybrid - attached to our Solihull or Hook office 2/3 days per week

Full Time, Permanent

£Competitive

Overview

Here at Serco, we are seeking an experienced Product Support Technical Engineer to specialise in supporting and optimising our Managed Desktop Service (MDS) estate. If you have a passion for modern endpoint management and security and enjoy working with technologies such as Microsoft Intune, Windows 11, macOS, ChromeOS, and Windows Autopilot, we want to hear from you.

You will be responsible for managing, supporting, and continuously improving a diverse endpoint estate including Windows 11 devices, MacBooks, and Chromebooks. Operating within a modern management framework centred around Microsoft Intune, you will support device provisioning, configuration, application deployment, security, compliance, and lifecycle management across the organisation.

Success in this role requires a strong technical mindset, excellent attention to detail, and a methodical approach to troubleshooting and problem solving. We are looking for someone who understands that quality is more important than speed, takes the time to identify root causes, and delivers robust long-term solutions rather than short-term fixes.

As part of this you'll:

• Manage and support Windows 11, macOS and ChromeOS endpoints using Microsoft Intune as the primary management platform, ensuring secure deployment, configuration, application delivery, policy enforcement, and lifecycle management.

• Create, maintain and optimise Microsoft Intune policies, configuration profiles, compliance policies, application deployments, security baselines, update rings, and endpoint management processes.

• Ensure devices remain compliant with organisational security standards, conditional access requirements, and industry best practices.

• Provide 3rd-line technical support, diagnosing and resolving complex issues across Windows 11, macOS and ChromeOS devices using a structured and methodical troubleshooting approach.

• Investigate and remediate endpoint security, compliance, configuration, and application-related issues, ensuring devices remain secure and operational.

• Support device provisioning and enrolment processes, including Windows Autopilot and other modern deployment technologies.

• Perform root cause analysis on recurring incidents and work closely with Problem Management to implement permanent solutions that improve service stability.

• Document technical processes, standards, configurations, and support procedures while providing technical guidance to colleagues and end users.

• Support the evaluation, testing, and implementation of new technologies, platform enhancements, and service improvements.

• Implement and maintain endpoint security controls including Microsoft Defender, BitLocker, vulnerability management, and security remediation activities.

• Collaborate with internal stakeholders to continuously improve the end-user experience whilst maintaining operational integrity, security, and compliance.

• Deliver MDS Standard Service support, including installation, configuration, troubleshooting, and user guidance.

• Act as a technical consultant and provide subject matter expertise across endpoint management, deployment, security, and end-user computing services.

What you'll need to do the role:

We don't expect candidates to have experience in every technology listed below. If you have a strong foundation in endpoint management, excellent problem-solving skills, and a desire to learn, we'd love to hear from you.

• Proven experience managing enterprise Windows 11, macOS and ChromeOS devices within a modern endpoint management environment.

• Strong expertise in Microsoft Intune, including policy creation, application deployment, compliance management, reporting, endpoint security, and device lifecycle management.

• Experience supporting Windows Autopilot and modern endpoint deployment technologies.

• Hands-on experience with Windows 11 device provisioning, operating system management, application packaging, and profile management.

• Experience supporting macOS and ChromeOS devices within an enterprise environment.

• Strong understanding of Microsoft 365 security technologies, Conditional Access, identity protection, compliance policies, and endpoint security controls.

• Experience implementing and maintaining Microsoft Defender security controls and vulnerability remediation activities.

• Scripting and automation skills, with PowerShell being essential.

• Understanding of networking fundamentals, Group Policy, Active Directory, and Microsoft Entra ID.

• Experience with Mobile Device Management (MDM), Mobile Application Management (MAM), compliance policies, and endpoint security frameworks.

• Excellent analytical and troubleshooting skills with a structured approach to problem investigation and resolution.

• Strong attention to detail and the ability to work through complex technical challenges methodically and accurately.

• Ability to identify root causes and implement long-term solutions rather than relying on short-term workarounds.

• Understanding of change control, risk management, and the importance of delivering quality technical outcomes without unnecessary haste.

• Microsoft Certified: Endpoint Administrator Associate (MD-102) or equivalent experience.

• ITIL Foundation Certification (preferred).

• CompTIA A+ / Network+ (beneficial).

• Bachelor's degree in Computer Science, IT, or a related field (desirable).

• 2+ years of experience in endpoint engineering, desktop engineering, infrastructure support, or a related technical role.

Why Serco:

Serco's purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.

In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

• 25 days annual leave plus bank holidays.

• Annual leave purchase scheme.

• Up to 6% contributory pension scheme.

• Flexible working options.

• Serco discounts which include cinema, Merlin Entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.

• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.

• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.

• A safe and supportive culture.

• A company passionate about diversity and inclusion.