[Hiring] Enterprise Endpoint Specialist @F12.net

Role Description

Reporting to the Enterprise Service Delivery Manager (SDM), the Enterprise Endpoint Specialist is a hands-on operational role within managed services, responsible for the day-to-day delivery of Microsoft endpoint managed services across multiple enterprise clients. The role owns investigation, recurring service execution, standard administration and remediation, ticket progression, reporting inputs, client follow-through, and evidence-based escalation across Microsoft Intune and related endpoint technologies.

Endpoint and Intune remain the anchor of the role, with defined operational coverage across Azure, Azure Security, Entra, Microsoft 365, and transactional CSP. The specialist works alongside the Endpoint Solutions Architect, who provides architecture, standards, complex engineering, and advanced escalation.

This position remains directly involved in day-to-day service delivery, including incident response, escalation handling, troubleshooting, reporting, and change execution within client-specific change controls. It is a hands-on managed-service execution role rather than an architecture, presales, or project delivery position.

Responsibilities

• Operate and support Microsoft Intune across multiple managed-service clients.
• Investigate enrollment, Autopilot, configuration profiles, compliance policies, application deployment, update policies, encryption, device security, and endpoint performance issues across Windows, macOS, iOS, and Android devices.
• Deploy, configure, and test mobile device management policies for iOS and Android, and support clients through rollout and ongoing policy changes.
• Review endpoint health, operating-system currency, patch compliance, Office update status, Defender status, BitLocker status, device compliance, startup performance, and application reliability where included in client scope.
• Perform approved standard platform changes, testing, and remediation in accordance with client-specific change controls and documented procedures.
• Coordinate investigation and remediation of endpoint vulnerabilities, failed patches, non-compliant devices, and configuration exceptions.
• Provide initial investigation and standard operational support for assigned Azure, Azure Security, and Entra requests.
• Review relevant monitoring, resource-health, alert, access, identity, and configuration information to establish the issue, impact, and correct technical path.
• Perform approved standard administration and remediation using documented procedures and client-specific change controls.
• Coordinate Microsoft support cases and escalate architecture, complex engineering, security design, and material risk decisions to the Azure and Security Architect.
• Investigate assigned Microsoft 365 operational requests within the team’s documented service scope.
• Resolve standard administrative and support issues within capability and access, and escalate advanced workload-specific matters through the established Modern Workplace path.
• Maintain ownership of ticket status, evidence, client communication, and follow-through until resolution or formal reassignment.
• Execute authorized standard license transactions after training and documented client approval.
• Initiate Microsoft support requests for eligible clients and maintain the required transaction and case records.
• Escalate licensing advisory, pricing exceptions, renewals, non-standard commercial requests, and broader CSP matters to the responsible CSP resource.
• Own assigned incidents, service requests, recurring activities, and remediation actions through resolution or evidence-based escalation.
• Prepare and validate technical inputs for recurring client service reports and operational reviews.
• Interpret what the reporting data shows, and explain exceptions, risk, recommendations, owners, and next steps in clear business language.
• Escalate complex cases with a clear problem statement, business impact, investigation completed, logs and evidence, changes attempted, results, and a specific request for assistance.
• Identify when work requires architectural review, another team, or scope and commercial validation.
• Maintain accurate technical notes, evidence, test results, client updates, and handoff information in the ticketing system.

Qualifications

• Five or more years of relevant hands-on endpoint or Microsoft cloud operations experience, with demonstrated personal ownership of the environments you supported.
• Hands-on experience operating Microsoft Intune in a production environment, including PowerShell scripting for remediation and automation.
• Practical troubleshooting experience across enrollment, Autopilot, compliance, configuration profiles, application deployment and packaging, Windows updates and Autopatch, encryption, and endpoint security.
• Hands-on experience managing macOS and mobile devices (iOS and Android) through Intune, including enrollment, policy configuration, compliance, and application management.
• Working knowledge of Defender for Endpoint, BitLocker, LAPS, and Windows Hello for Business.
• Hands-on operational experience with Azure, Azure Security, and Entra ID, including Conditional Access, monitoring, resource health, access, and standard administration or remediation.
• Experience owning technical tickets through investigation, remediation, stakeholder communication, escalation, and closure.
• Ability to support multiple client environments with different scopes, configurations, access models, and approval processes.
• Strong written documentation and the ability to communicate technical findings clearly to client and internal stakeholders.
• Sound judgment about what sits inside a managed service, and the confidence to confirm scope before acting on requests that look like project, architecture, or out-of-scope work.
• Post-secondary education in information technology, computer science, or a related field, or equivalent practical experience.
• Ability to work during normal Canadian business hours and participate in occasional approved after-hours maintenance or incident activity where client scope requires it.
• Ability to obtain and maintain required client access and comply with company and client security, privacy, and change-management requirements.

Considered an Asset

• MSP or multi-client managed-service experience.
• Experience preparing or presenting recurring technical service reports.
• Hands-on experience with standard Microsoft 365 tenant administration and Tier 1/2 troubleshooting.
• Experience coordinating Microsoft support cases.
• Relevant current certifications such as MD-102, AZ-104, SC-300, MS-102, or equivalent demonstrated experience.

Competencies

• Empathy-driven communication & user-centric mindset
• Problem-solving & critical thinking
• Detail orientation with disciplined execution
• Ownership and follow-through on assigned work
• Effective facilitation & consultative communication
• Organization and ability to manage multiple priorities
• Team collaboration and willingness to share knowledge

What Success Looks Like

• Contracted endpoint services are delivered consistently and on time, with clear evidence in the ticketing system.
• Every assigned incident and request has an owner, a current status, and a defined next step, with the client kept informed throughout.
• Routine operational work is resolved independently, and complex engineering reaches the architect with a complete technical picture.
• Client reports are accurate, explain exceptions and risks in plain language, and lead to remediation that is tracked to closure.
• Scope is confirmed before work is undertaken outside the managed service.

What You Can Expect from Us

• Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications.
• Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program.
• Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events.

Our Equal Opportunity Commitment

F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and do not discriminate based on any grounds and elements protected by law.

For those requiring assistance with disabilities, information relating to accommodation and accommodation measures addressed confidentially. Please notify us in advance if any accommodations required.

Please note that this position represents a true vacancy and we do not currently use artificial intelligence (AI) to at any stage of the hiring process to screen, assess or select candidates.