Job Summary
The L2 Endpoint Management Engineer will be responsible for administration, support, troubleshooting, automation, and lifecycle management of endpoint devices using Quest KACE and associated endpoint management technologies. The role will provide Level 2 operational support for Windows endpoints, software distribution, patch management, asset management, endpoint compliance, vulnerability remediation, and device lifecycle operations.
The engineer will act as the escalation point from Service Desk and Deskside teams, ensuring timely resolution of incidents, service requests, and problem tickets while maintaining high service quality and user experience standards. This role will also contribute to endpoint automation, proactive remediation, security compliance, and continuous service improvement.
Key Responsibilities
Quest KACE Administration
Administer and support Quest KACE Systems Management Appliance (SMA).
Manage endpoint inventory, asset lifecycle, and software catalog.
Create, maintain, and optimize software deployment packages.
Manage patch deployment and compliance across enterprise devices.
Monitor KACE infrastructure health and performance.
Troubleshoot KACE agent-related issues and endpoint communication failures.
Skill Requirements
Required Technical Skills
Quest KACE SMA Administration
Windows 10 / Windows 11 Administration
Endpoint Lifecycle Management
Software Deployment & Packaging
Patch Management
Asset Management
Endpoint Compliance & Security
Active Directory / Entra ID
Microsoft Intune
Microsoft 365 Administration
Qualifications
Bachelor's Degree in Computer Science, Information Technology, or related discipline.
Relevant certifications in Endpoint Management, Microsoft Technologies, or ITSM preferred.
Quest KACE administration experience preferred.
5+ years of experience in Endpoint Management and EUC Operations.
Hands-on administration experience with Quest KACE.
Experience managing enterprise endpoint environments.
Experience in software deployment and patch compliance programs.
Experience supporting global enterprise environments.
Experience working within ITIL-based support organizations..
Other Requirements
Endpoint Management
Manage Windows endpoint lifecycle activities including provisioning, deployment, refresh, and retirement.
Support application packaging and software deployment activities.
Manage operating system updates and patch management processes.
Perform endpoint vulnerability remediation activities.
Support device compliance and security policy enforcement.
Coordinate with security teams for endpoint hardening and audit requirements.
Incident & Problem Management
Provide L2 support for endpoint-related incidents and service requests.
Perform root cause analysis for recurring endpoint issues.
Resolve software deployment failures and patching issues.
Support complex troubleshooting involving operating systems, device configurations, applications, and endpoint management tools.
Manage escalations from Service Desk and Deskside Support teams.
Work with L3 teams and vendors for advanced technical issues.
Automation & Continuous Improvement
Develop and enhance automation for endpoint management activities.
Improve software deployment efficiency and patch compliance.
Identify opportunities for reducing manual intervention through automation.
Contribute to proactive remediation initiatives.
Support self-healing and endpoint optimization activities.