Senior Desktop Support Engineer (End-User Computing)

Prescient; Wes-Kaap; On-site; ZAR 680,000 - 900,000; Full time

Job summary

Prescient is seeking a senior engineer to own and modernise our end-user computing environment. You will manage Windows 11 imaging with WDS, Autopilot, and Intune, while supporting Windows and macOS endpoints.

The role includes scripting with PowerShell, automation with n8n, and hands-on incident resolution across remote and deskside support. You will administer Microsoft 365 services, Entra ID, and device policies, ensure patch compliance, and contribute to asset management and knowledge

Qualifications

• At least 5 years' experience in desktop or end-user computing support in a corporate environment.
• Imaging and OS deployment for Windows 11, with WDS.
• SCCM/MECM packaging experience is advantageous.
• Application packaging and deployment using Intune.
• Microsoft 365 / Office 365 administration (Outlook/Teams/SharePoint/OneDrive).
• Intune endpoint management incl enrolment, compliance, configuration and app policies.
• Entra ID including identity, groups, conditional access and device registration.
• Remote support and endpoint-management tools.
• Solid understanding of operating systems, networking fundamentals and ITSM practices.
• Experience with Ninja, Netskope and n8n is advantageous.
• Autopilot, Windows Update for Business, Copilot or similar tools are advantageous.
• Experience with macOS in a managed environment is advantageous.

Responsibilities

• Build, maintain and improve Windows 11 images and deployment via WDS.
• Manage OS deployment, driver/BIOS management and Autopilot.
• Support Windows and macOS endpoints.
• Package, test and deploy applications via Intune.
• Maintain software update and patch compliance across the estate.
• Develop PowerShell scripts to automate deployment, remediation and reporting.
• Build workflow automations using n8n to reduce manual provisioning effort.
• Provide second-line remote and deskside support, logging and resolving tickets in ITSM.
• Manage IT asset lifecycle and keep accurate records for audits.
• Create and maintain SOPs and knowledge-base articles; train end-users.

Skills

Problem solving

Customer service

Time management

Attention to detail

Ownership & accountability

Integrity

AI tools awareness

Education

Matric (Grade 12)

IT diploma or degree

MD-102 (Endpoint Administrator)

SC-300 / MS-102 (Identity and Access / 365)

AZ-900 (Azure Fundamentals)

CompTIA A+ or N+

Equivalent proven experience

Tools

Ninja

Netskope

n8n

Intune

Entra ID

WDS

Autopilot

SCCM/MECM

Job description

Purpose of role:

We are looking for a senior engineer to own and modernise Prescient's end-user computing environment. You will build on and modernise our WDS-based imaging, packaging and automation processes, manage endpoints through Intune and Entra, and remain hands-on with deskside and remote support. You will take ownership of end-user issues through to resolution and raise the stability and consistency of the desktop estate across the Group.

Duties and responsibilities:

Imaging and deployment

• Build, maintain and improve Windows 11 images and deployment processes using WDS.
• Manage OS deployment, driver and BIOS management, and device provisioning, including Autopilot where applicable.
• Support and maintain Windows and Apple macOS endpoints.
• Application packaging and patching
• Package, test and deploy applications via Intune and existing deployment tooling.
• Maintain software update and patch compliance across the estate.

Automation and scripting

• Develop and maintain PowerShell scripts to automate deployment, configuration, remediation and reporting.
• Build workflow automations, with n8n experience advantageous, to reduce manual effort in provisioning and support processes.

Endpoint and cloud management

• Administer Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive, from an end-user support perspective.
• Manage device enrolment, compliance, configuration and application policies in Intune.
• Manage identities, groups, conditional access and device registration in Microsoft Entra ID.
• Use Ninja for remote monitoring and management and support Netskope client deployment and troubleshooting.
• Service delivery and incident management
• Provide second-line, remote and deskside support, taking ownership of incidents and requests from logging through to resolution.
• Log, categorise, prioritise and update all tickets in the ITSM system, meeting SLA and customer satisfaction targets.
• Escalate complex issues with clear communication and accountability.
• Support printers, copiers, scanners, VoIP telephony, biometric and video-conferencing systems.

Service delivery and incident management

• Provide second-line, remote and deskside support, taking ownership of incidents and requests from logging through to resolution.
• Log, categorise, prioritise and update all tickets in the ITSM system, meeting SLA and customer satisfaction targets.
• Escalate complex issues with clear communication and accountability.
• Support printers, copiers, scanners, VoIP telephony, biometric and video-conferencing systems.

Asset and environment management

• Manage the IT asset lifecycle, including provisioning, tagging, tracking, maintenance and decommissioning.
• Maintain accurate records of equipment, incidents and resolutions in line with operational and audit requirements.

Documentation, knowledge transfer and collaboration

• Create and maintain SOPs, build documentation and knowledge-base articles.
• Coach end-users and junior technicians on systems and IT best practice.
• Work closely with the Service Desk and Infrastructure teams, and advise on hardware and software procurement and upgrades.

Required experience:

• At least 5 years' experience in desktop or end-user computing support within a corporate environment. Imaging and OS deployment for Windows 11, with WDS required. SCCM/MECM experience is highly regarded.
• Application packaging and deployment using Intune. SCCM/MECM packaging experience is advantageous.
• Automation and PowerShell scripting for deployment, remediation and reporting.
• Microsoft 365 / Office 365 administration, including Outlook, Teams, SharePoint and OneDrive.
• Microsoft Intune endpoint management, including enrolment, compliance, configuration and application policies.
• Microsoft Entra ID, including identity, groups, conditional access and device registration.
• Remote support and endpoint-management tools.
• Solid understanding of operating systems, networking fundamentals and IT service-management practices.
• Working experience with Ninja, Netskope and n8n is advantageous.
• Experience with Microsoft Intune Autopilot, Windows Update for Business, Microsoft Copilot or other productivity and automation tools is advantageous.
• Experience supporting Apple macOS in a managed environment is advantageous.

Required Qualifications:

• Matric (Grade 12) or equivalent.
• A relevant IT diploma or degree is advantageous.
• Microsoft MD-102 (Endpoint Administrator) is advantageous.
• Microsoft SC-300 (Identity and Access Administrator) or MS-102 (Microsoft 365 Administrator) is advantageous.
• Microsoft AZ-900 (Azure Fundamentals) is advantageous.
• CompTIA A+ or N+ is advantageous.
• Equivalent proven experience will also be considered.

Key competencies:

• Strong problem-solving and analytical skills, with the ability to diagnose complex issues independently.
• Excellent customer service and clear, professional communication with technical and non-technical users.
• Ability to prioritise and manage time effectively in a fast-paced environment.
• Strong attention to detail, with disciplined documentation and organisation.
• Ability to work independently and collaboratively, with a strong sense of ownership and accountability.
• Integrity and discretion when handling sensitive information.
• Proactive approach to learning new technologies, including AI-driven tools.

Why this role:

• Strong problem-solving and analytical skills, with the ability to diagnose complex issues independently.
• Excellent customer service and clear, professional communication with technical and non-technical users.
• Ability to prioritise and manage time effectively in a fast-paced environment.
• Strong attention to detail, with disciplined documentation and organisation.
• Ability to work independently and collaboratively, with a strong sense of ownership and accountability.
• Integrity and discretion when handling sensitive information.
• Proactive approach to learning new technologies, including AI-driven tools.