Senior Senior End User Support Tier III Engineer

We are seeking an experienced Senior End User Support Tier III Engineer with strong technical expertise in ManageEngine solutions and IT Service Management (ITSM) processes. You must have proven hands-on experience in Incident Management, Service Request Fulfilment, Problem Management, Knowledge Management, IT Asset Management, Change and Release Management, and IT Service Continuity Management. You should also possess a solid understanding of patch management and compliance, software deployment practices, and IT security standards, procedures, and policies. You will provide advanced Tier III technical support, manage escalated incidents, ensure compliance with IT operational and security standards, and contribute to continuous service improvement across the end-user computing environment.Required:NQF Level 5 or IT DiplomaApple Certified Support ProfessionalITIL 4/5 FoundationMicrosoft 365 Certified: Modern Desktop Administrator Associate/ArchitectManageEngine Endpoint Central Device Management Certification6 years 's relevant End User Computing, desktop engineering, endpoint support or technical support experience.3 years’ experience in a Tier III or senior EUC support role within a structured enterprise IT or IT Service Management environment.Experience administering endpoint management and Mobile Device Management technologies - advanced hands-on expertise in ManageEngine Endpoint Central is critical.Experience supporting enterprise device deployments, operating system upgrades, service transitions and major End User Computing projects.ResponsibilitiesProvide Tier III remote and onsite support, ticket triage, advanced troubleshooting and resolution of complex End User Computing incidents and service requests.Act as the senior escalation point for Tier I and Tier II teams, ensuring escalations contain sufficient diagnostic, impact and troubleshooting information.Troubleshoot hardware, operating systems, software, user profiles, access, connectivity, device configuration and other end-user technology issues, collaborating with relevant technical teams and service providers.Deploy, configure, administer and support desktops, laptops, tablets, mobile devices and related end-user technologies throughout the device lifecycle.Develop, test, maintain and deploy approved operating system images, standard device builds, software packages, patches and upgrades.Administer ManageEngine and other approved endpoint management technologies across Windows, macOS, Linux, iOS and Android devices.Manage device enrolment, provisioning, software distribution, patching, remote administration, endpoint health, security and compliance policies, inventory, licensing and lifecycle processes.Administer Mobile Device Management services, including secure corporate access, application control, configuration profiles, remote lock and remote wipe.Maintain standardised operating system configurations, desktop software and device builds across the supported environment.Support bulk deployments, technology refreshes, new joiners, employee movements, leavers, device moves, additions, changes and upgrades.Participate in the planning, readiness assessment, testing, piloting, rollout and post-implementation support of major operating system, software and enterprise-wide End User Computing projects.Take technical ownership of major or complex incidents and coordinate investigation, communication, escalation and resolution activities.Investigate recurring and high-impact incidents and contribute to Problem Management, Root Cause Analysis, corrective actions, known errors and preventative measures.Participate in contract transitions, discovery, knowledge transfer, technical handover, environment validation and service stabilisation activities.Create and maintain technical documentation, operating procedures, support guides, configuration records, known error records and knowledge articles.Maintain accurate records within the approved IT Service Management system and manage assigned activities in accordance with service levels, quality standards and operational requirements.Provide technical guidance, mentoring and knowledge transfer to Tier I and Tier II support personnel.Comply with applicable IT service management, security, governance, change, release, asset, configuration and operational policies and standards.Perform other reasonable technical and operational duties aligned with the seniority and nature of the position.