Senior Endpoint Operations Technician

We are seeking a Senior Endpoint Operations Technician to join our team, responsible for operating and supporting our Azure Virtual Desktop (AVD) and Microsoft Intune environments, as well as managing physical endpoints and virtual solutions. This role involves close collaboration with Desktop Engineering, Security and Compliance teams, providing escalation support to end users globally. The ideal candidate will create and maintain technical documentation, SOPs and user-facing runbooks, ensuring high standards in service delivery.

Please note that working from the EPAM office 3 days per week is required.

Working hours: 9 am – 5 pm EST.

Responsibilities

• Provide advanced support for Windows platforms in both physical and virtual environments (including AVD)
• Manage and maintain desktop images, SCCM task sequences and the lifecycle of global standard desktop/laptop models
• Develop and maintain technical documentation, SOPs and end-user runbooks
• Serve as an escalation point for Deskside Support Services and End User Computing issues
• Collaborate with Engineering, Security and Compliance teams to validate application requests and maintenance tasks
• Develop automated solutions for software deployment, application patches/updates and workstation imaging
• Monitor and address alerts from desktops including endpoint security and application management
• Manage Microsoft and third-party patch deployments including packaging, testing and deployment of new applications
• Administer and troubleshoot Microsoft Auto Pilot deployments and manage Windows Device Management via Intune
• Maintain and expand the Knowledge Base to support high-quality service delivery

Requirements

• Minimum 4 years’ hands-on experience with Azure Virtual Desktops and as an Endpoint Operations Technician or similar role
• Strong expertise in SCCM administration, patch management, imaging, scripting, MSI packaging and automation
• Proficient in managing VDI environments (Azure Virtual Desktop preferred)
• Experience with Windows 10/11, Active Directory, Group Policy and endpoint protection engineering
• Working knowledge of Microsoft Azure, FsLogix, GPO, PowerShell and ITIL framework
• Experience with software development life cycle methods and current technologies
• Strong problem-solving, root cause analysis and troubleshooting skills
• Excellent communication skills both written and verbal
• Experience in desktop support and operations within an enterprise environment

Nice to have

• Scripting experience (batch, SQL, PowerShell, VBScript)
• Experience with InstallShield or equivalent for software packaging
• Familiarity with CyberArk and 1E products for desktop alert monitoring and PXE environment management
• Exposure to global enterprise environments and best practices for Windows-based project management
• Experience developing and maintaining workstation images in a global setting