Senior EUC Engineer

When the rest of the world is headed left, Ethan goes right. We're more than an IT, telco, and cloud provider, we're disruptors and game-changers—we're the kids in the class always doodling, creating, and innovating. Can you relate?

This is more than a Senior EUC Engineer role. We're looking for someone who's going to take on our ethos and help shape the future of our industry. As the Subject Matter Expert on End User Compute technologies
especially Intune
, you'll provide
technical leadership
for the development of innovative solutions within the Azure/M365 cloud environment, participating in the entire project lifecycle to ensure seamless handover to MS.

You'll also live and breathe our 10 commandments* (see More Than an Appendix below).

MORE THAN A ROLE

Our role descriptions aren't the norm.

This senior role will enable you to resolve key operational gaps by addressing delays in complex issue resolution, reducing reliance on overstretched support teams, and improving on-site response capabilities. You will make add value in consistent device performance, faster escalations handling, and better coordination across teams—ultimately enhancing user satisfaction and service reliability.

Your other key responsibilities include the following:

• Support and Manage Intune, SCCM
• Provide Desktop Support to users of Ethan Group Managed Device services in line with agreed SLAs
• Provide monitoring and reporting on Managed Devices and Services as required
• Adhere to the EUC Support Framework and policies relating to Incident, Request and Problem Management
• Identify and log problem records for root cause analysis
• Develop product and/or service documentation
• Customer and vendor technical engagement
• Provide escalation support as required, working on resolutions
• Collaborate with key vendors, customers and internal teams for any services and technical improvements
• Coordinate changes and outages to the product, ensuring all changes are implemented subject to Ethan Group Change Management Guidelines
• Provide support for related project services and support PMs in managing project scope and risks
• Conduct training to customers, engineering teams and other internal teams as required
• Document processes and known errors into Knowledgebase articles to facilitate time to resolution
• Participate in a rotating 24/7 and/or on-call roster
• Attend customer sites to deliver technical support when required
• Assist the Pre-Sales team with developing solution architecture, proposal responses and estimates

CERTS AND SKILLS

Don't walk in empty-handed. We want to ideally see one these (not essential):

• Microsoft Certified Solutions Associate: Windows 10
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Security Operations Analyst Associate
• ITIL

THE ABSOLUTES-MUSTS

• Prior experience in a Managed Services Provider environment
• Exceptional skills in Windows Desktop Support (all current versions)
• Microsoft Modern Endpoint Management (Windows 10 & 11, Intune, AutoPilot, SCCM Co-Management, Enterprise Mobility, JAMF, iOs and Android)
• Understanding of Remote Access – Citrix, Direct Access & SaaS applications;
• Competent in administration and troubleshooting of Active Directory policies, user accounts and profiles
• A solid understanding of desktop virtualisation technologies
• Ability to write problem documentation, analyse data and report
• Demonstrated ability to learn quickly, with strong troubleshooting and investigation skills

Think you can fit more than a mould? Reach out, get in contact, arrest us with your professional rap sheet. Did we mention we're looking for diversity? If you're Aboriginal or Torres Strait Islander, we'd strongly advise you to apply.

MORE THAN AN APPENDIX (IT'S A LIFESTYLE)

1. Professionalism and poise:
   Maintaining a dignified and professional demeanour across all interactions.
2. Client-centric excellence:
   Delivering results that prioritise our clients' needs and ensuring their end-to-end journey is nothing short of exceptional.
3. Elevating the company's success (not just your own):
   Understanding that we all win together.
4. Extraordinary dedication:
   An eagerness to go beyond industry standards and expectations.
5. Innovative mindset:
   A natural inclination to think creatively and a desire to collaborate with others who share this same perspective.
6. Adaptive agility:
   Being versatile and responsive to the ever-changing technology landscape.
7. A commitment to crafting new realities:
   Cultivating opportunities and creating positive experiences between colleagues, clients, and everyone you encounter.
8. Continuous learning:
   An insatiable appetite for knowledge and skill enhancement, ensuring you're always at the forefront of your field.
9. Empathetic engagement:
   Building strong, genuine connections with clients and team members by putting in the time to understand their perspectives and needs.
10. Sustainability awareness:
    A consciousness about the impact of our actions on the environment and society, aiming for sustainable business practices.