Product Support Technical Engineer MDS

Serco; Metropolitan Borough of Solihull; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a Product Support Technical Engineer to enhance their Managed Desktop Service. This role is pivotal in managing and optimizing Windows endpoints using cutting-edge Microsoft technologies. You will be responsible for device provisioning, security compliance, and delivering 3rd-line support. Join a dynamic IT environment where your expertise will help drive seamless migrations to modern platforms. Enjoy a supportive culture with ample opportunities for personal and professional growth, while making a tangible impact on the organization and its users.

Benefits

25 days annual leave plus bank holidays

Annual leave purchase scheme

Up to 6% contributory pension scheme

Flexible working options

Serco discounts

Employee Assistance Programme

Health Cash Plans

Free flu jabs

Career development training

Safe and supportive culture

Qualifications

• Proven experience in Windows device management and endpoint administration.
• Strong expertise in Microsoft Intune, Autopilot, and SCCM.

Responsibilities

• Manage and support Windows endpoint deployment and security.
• Provide 3rd-line technical support for complex Windows issues.

Skills

Windows device management

Microsoft Intune

SCCM

Scripting (PowerShell)

Networking fundamentals

Active Directory/Azure AD

MDM/MAM policies

ITIL Foundation Certification

Education

Bachelor's degree in Computer Science

CompTIA A+ / Network+

Tools

Microsoft Autopilot

BitLocker

Defender for Endpoint

Job description

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Product Support Technical Engineer MDS (Managed Desktop Service)

Hybrid – attached to our Solihull or Hook office 2/3 days per week
Full Time, Permanent

Here at Serco, we are seeking an experienced Product Support Technical Engineer to specialise in supporting and optimising our Managed Desktop and Laptop estate. If you have a passion for working with cutting-edge Microsoft technologies like Intune, Autopilot, and SCCM, and want to make an impact in a dynamic IT environment, we want to hear from you!

You will focus on managing, troubleshooting, and optimising Windows endpoints using Microsoft tools. You will support device provisioning, configuration, security, and compliance for desktop and laptop estates across the organisation. This role involves delivering 3rd-line technical support, ensuring seamless migration to modern platforms, and providing guidance and training to teams and end-users.

As part of this you’ll:

• Manage and support Windows endpoint deployment, configuration, and security using Microsoft Intune, Autopilot, and other tools.
• Ensure device compliance with security baselines, conditional access, and industry best practices.
• Provide 3rd-line technical support, diagnosing and resolving complex issues with Windows devices.
• Document processes and configurations, and provide technical guidance to colleagues and end-users.
• Support the migration to modern platforms, including testing and implementing new releases.
• Implement and maintain endpoint security, including BitLocker, Defender for Endpoint, and vulnerability management.
• Collaborate with internal stakeholders to continuously improve the user experience while maintaining operational integrity and security.
• Deliver MDS Standard Service support, including installation, configuration, troubleshooting, and training.
• Work with Problem Management to identify root causes and implement solutions to prevent recurring issues.
• Act as a consultant and provide technical advice in areas related to MDS services.

What you’ll need to do the role:

• Proven experience in Windows device management and endpoint administration.
• Strong expertise in Microsoft Intune, Autopilot, and SCCM (with a focus on migration).
• Hands-on experience with Windows 10/11 imaging, device provisioning, and profile management.
• Knowledge of Microsoft 365 security, conditional access, and identity protection.
• Scripting and automation skills (PowerShell required).
• Understanding of networking fundamentals, Group Policy, and Active Directory/Azure AD.
• Experience with MDM/MAM policies and compliance policies.
• Microsoft Certified: Endpoint Administrator Associate (MD-102) and Modern Desktop Administrator Associate (MD-100/MD-101).
• 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 IT infrastructure support or a related 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 aworld 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.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We’re a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.