Technical Services Engineer Expert - SOE

Fujitsu; Taguig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Fujitsu in Taguig City is seeking an experienced End User Computing specialist to support Windows and macOS environments. The role covers image management, modern workplace tools, and enterprise deployment at scale.

You will ensure governance, documentation, and timely customer communication while contributing to continual service improvement and project activities. A strong ITIL background and scripting skills are valuable assets.

Qualifications

• Minimum 5 years managing and supporting End User Computing environments.
• Minimum 2 years experience in Modern Workplace device management support, maintenance and implementation.
• Minimum 2 years experience in SOE support, maintenance and implementation.
• Advanced troubleshooting for software, hardware and environments.
• Strong knowledge of Windows OS family and applications.
• Experience administering MDM configurations and compliance policies.

Responsibilities

• Deliver end-to-end support for Win11 or macOS infrastructure and services.
• Manage client images (Fat Client, Autopilot) and Enterprise Mobility (Intune, MECM).
• Provide governance for implementations and changes affecting end user env.
• Escalate issues to Workplace Engineering Team Leader or SDM as needed.
• Develop and enhance standards, procedures and guidelines.
• Keep customers updated on case progress and delays.
• Log all activities in the client ITSM tool accurately.
• Create and maintain knowledge/docs including troubleshooting guides and runbooks.
• Provide monthly and ad-hoc reports to management.
• Identify opportunities for service improvements and cost savings.
• Identify CSI opportunities, including automation and documentation gaps.
• Assist with knowledge sharing and training across technologies.
• Manage operational action items, delivery reports and improvement plans.
• Assist with project activities and root cause analysis when required.

Skills

Strong communication

End User Computing

Modern Workplace management

SOE support

Scripting (PowerShell)

ITIL process knowledge

Documentation skills

Education

Relevant tertiary education

ITIL V3/V4 Certification

M365 Certifications

Tools

MECM

Intune

UEM tools

Entra ID

Group Policy

Job description

Job Location: Taguig City

Location Flexibility: Primary Location Only

Role Responsibilities

• Responsible for the delivery of all aspects of support of Win11 or macOS infrastructure and services across service components including the following:
• Client Image Management (Fat Client, Autopilot)
• Enterprise Mobility Management (Intune, MECM)
• Workplace Patch Management
• Windows 11 Evergreen
• Endpoint Security
• Provide services and tasks to the customer within agreed service delivery timeframes.
• Provide governance to all implementations and changes affecting the end user environment.
• Escalate issues as required to the Workplace Engineering Team Leader or SDM.
• Assist with the development and enhancement of relevant standards, procedures and guidelines.
• Manage customer expectations by keeping them updated as their case progresses, notifying of any delays.
• All customer interactions and activities are logged correctly in the client ITSM tool.
• Create and maintain knowledge and technical documentation to ensure information is accurate and up to date including but not limited to Troubleshooting, How To Guides, Operational procedures, Build documentation, Operational acceptance testing documentation and configuration management records.
• Provide reports on a monthly basis and as required by management or as directed
• Identify opportunities for increased service opportunities and value add to the business.
• Identify CSI opportunities including technical solutions, gaps in knowledge, documentation, and automation that deliver efficiency or cost savings internally and externally.
• Assist with providing training and communications of knowledge to the team across multiple industry technologies
• Create and manage Workplace Engineering operational action items, customer delivery reports and continual service improvement plans
• Assist with project activities (internally or externally).
• When required assist with Root Cause Analysis and remediation efforts.

Mandatory

Knowledge Skills and Work Experience

• Strong written and verbal communication skills
• Minimum of 5 years managing and supporting End User Computing environments
• Minimum of 2 years experience in Modern Workplace device management support, maintenance and implementation
• Minimum of 2 years experience in SOE support, maintenance and implementation
• Advanced software, hardware and environmental troubleshooting ability
• Advanced working knowledge of the Microsoft Windows family of End User Computing Operating Systems and applications
• Strong experience administering MDM configuration, compliance policy as well as Entra ID and Group Policy
• Strong experience with enterprise deployment and management tools (ie; MECM, Intune, UEM tools)
• Experience with using Entra ID to manage users, groups and roles
• Experience with facilitating complex and enterprise scale software deployments
• Advanced working knowledge/understanding of Microsoft unattended deployment methodologies for the Microsoft Windows family
• Strong Scripting ability (PowerShell, VBScript, Batch)
• Working Knowledge of Incident, Problem, Change and Configuration Management (ITIL) processes
• Excellent documentation skills, for user training and technical documents

Preferred

• Exposure to Mobility Services and platforms such as IOS and Android Enterprise, Chrome OS, SOTI
• Experience in Application Packaging and Deployment methodologies (Microsoft AppV, MSI, Windows Installer, MSIX)
• A high-level understanding of the Microsoft 365 platform and knowledge of how device management, compliance and identity are integrated
• Relevant industry certification viewed favourably
• Relevant tertiary education
• ITIL V3/V4 Certification
• M365 Certifications