layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Client Operations Support Engineer at Astreya, Seattle, WA

Endpoint Management and Engineering
Manage endpoints across their full lifecycle (enrollment, configuration, compliance, application deployment, and retirement) on Windows 11, macOS, iOS, and Android, using a modern management platform such as Intune.
Apply consistent configuration management practices, including baselines, policy design, change testing, and drift detection and remediation.
Manage macOS and mobile devices, including enrollment programs such as Apple Business Manager and Samsung Knox.
Work with OEMs to develop, validate, and maintain the zero-touch provisioning experience (for example, Windows Autopilot).
Package, test, and deploy applications; manage patching, OS servicing, and configuration baselines.
Use endpoint monitoring and management tools (for example, Tanium) to track patch state, software inventory, and endpoint health.
Security and Compliance
Monitor and administer endpoint security controls (malware protection, MDM, device compliance policies, and encryption) to improve the health of all mobile and client platforms and meet requirements established in service delivery standards.
Implement and enforce best practices for endpoint security, endpoint policy, and data protection.
Build positive working relationships with Information Security partners and Service Delivery teams.
Automation and Quality
Use PowerShell or similar scripting to automate remediation and reduce manual, repetitive engineering work before Tier 1 and Tier 2 initiate manual remediation.
Define test and validation plans for policy, application, and OS changes, and use pilot and phased deployment rings to verify results before broad rollout.
Define and trace requirements for the changes owned, and confirm they are met through documented verification steps.
Operations, Support, and Escalation
Support the DM&ES ticket queue, including receiving escalations from Tier 1 and leading problem management for unresolved remote-resolvable tickets.
Escalate issues that need hands-on or deskside intervention to onsite engineers or Tier 1, providing full diagnostic context at handoff.
Maintain CMDB and asset lifecycle accuracy for managed devices, including accurate ownership, state, and lifecycle records.
Maintain and improve documentation and knowledge base articles for owned processes and recurring issues.
Support identity and productivity platform configuration (such as Entra ID and Microsoft 365) as it relates to device management, including group-based assignment, licensing, and conditional access dependencies.
Communication and Coordination
Report data, communicate, and educate teams on the overall security and health of the endpoint environment.
Coordinate with the Service Manager and engineering leads to determine priorities, processes, and requirements.
Coordinate and communicate with customers to ensure the best user experience.
Anticipate potential issues or bottlenecks and identify possible solutions.
Liaise with vendors as needed and keep stakeholders up to date on developments.
Required Qualifications and Skills
Foundational Knowledge
Solid foundation in endpoint management: device lifecycle, operating system administration, provisioning and imaging concepts, and application packaging and deployment.
Solid foundation in configuration management: baselines, policy-based management, change control, and drift remediation.
Working knowledge of patch and vulnerability management, endpoint security fundamentals (encryption, malware protection, compliance), and identity and access concepts (directory services, group-based assignment, conditional access).
Working knowledge of the networking and systems fundamentals that affect endpoints, such as DNS, DHCP, certificates, and VPN.
Structured, root-cause-oriented troubleshooting, and familiarity with ITSM practices and ticket-based workflows.
Experience defining requirements and planning verification and test activities for configuration or deployment changes.
Experience
Bachelor's degree and 2 to 5 years of related experience, or an equivalent combination of education and experience.
Hands-on experience with Windows 11, macOS, iOS, and Android on a range of hardware form factors.
Experience with at least one modern endpoint management platform (Intune or an equivalent MDM/UEM). Ability to learn new tools quickly is valued over experience with any specific one.
Experience with scripting for automation and remediation (PowerShell preferred).
Professional Skills
Exercises sound judgment within defined procedures and practices to determine appropriate action.
Builds productive internal and external working relationships.
Strong written and verbal communication, presentation, and organizational skills.
Ability to work under project deadlines and schedule constraints.

Client Operations Support Engineer

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