Subject Matter Expert (Support&Ops)

Job Description Subject Matter Expert (Support&Ops) Others, Abu Dhabi Job Summary Role : User Experience Engineer We are seeking an experienced User Experience Engineer / Endpoint Experience Specialist to support a university environment by improving the overall end-user experience across laptops and desktops. The resource will focus on streamlining the endpoint standard image, identifying performance and user-experience gaps, and driving continuous improvements across the endpoint lifecycle. Key Responsibilities • Assess and optimize the existing Windows and Linux/Ubuntu endpoint images for laptops and desktops. • Identify unnecessary applications, configurations, policies, startup processes, and other factors impacting device performance and user experience. • Define and maintain a standardized endpoint image and configuration baseline aligned with university requirements. • Analyze endpoint performance, including: o Boot and login times o Application launch performance o CPU, memory, disk, and network utilization o System stability and recurring performance issues • Review the complete end-user device lifecycle, from provisioning and deployment through ongoing support and refresh. • Identify gaps and pain points affecting faculty, students, researchers, and administrative users. • Work with Endpoint Management, Service Desk, Infrastructure, Security, and other IT teams to implement improvements. • Review endpoint management policies, software deployment, patching, and configuration standards to minimize impact on the user experience. • Develop recommendations to improve device provisioning, application deployment, login/authentication experience, device performance, reliability, and self-service capabilities. • Establish measurable Endpoint Experience KPIs, dashboards, and reporting to track improvements. • Conduct root-cause analysis for recurring endpoint performance and user-experience issues. • Identify opportunities for automation and standardization to improve operational efficiency and reduce user-impacting issues. • Document findings, improvement recommendations, target architecture, and implementation roadmaps. Required Skills and Experience • Strong experience in Endpoint Management and End-User Computing (EUC). • Strong hands-on experience with Windows and Linux/Ubuntu desktop environments. • Experience with endpoint management platforms such as Microsoft Intune, Configuration Manager, Workspace ONE, Landscape, or equivalent Linux endpoint management tools. • Strong understanding of Windows and Ubuntu operating systems, endpoint configuration, provisioning, imaging, patching, and lifecycle management. • Experience with endpoint performance analysis, monitoring, troubleshooting, and optimization. • Knowledge of Microsoft 365 applications, endpoint security tools, device compliance, and identity/access management. • Experience analyzing user experience and identifying technical gaps through data, monitoring tools, incident trends, and user feedback. • Experience working in a large, complex enterprise environment; higher education or university experience is preferred. • Strong analytical, problem-solving, stakeholder management, and communication skills. Expected Deliverables • Current-state assessment of the endpoint environment. • Endpoint image and configuration gap analysis. • Performance assessment and identification of key user-experience issues. • Recommendations for an optimized Windows and Linux/Ubuntu standard endpoint image. • Endpoint User Experience improvement roadmap with prioritized actions. • Defined KPIs and measurement framework for endpoint performance and user experience. • Documentation of implemented improvements and measurable outcomes. Ideal Profile: A resource with a combination of Endpoint Engineering, Digital Employee Experience (DEX), and End-User Computing expertise, with strong experience in Windows and Linux/Ubuntu desktop environments, capable of looking beyond day-to-day device management and proactively improving the overall experience of university users. Key Responsibilities Role : User Experience Engineer We are seeking an experienced User Experience Engineer / Endpoint Experience Specialist to support a university environment by improving the overall end-user experience across laptops and desktops. The resource will focus on streamlining the endpoint standard image, identifying performance and user-experience gaps, and driving continuous improvements across the endpoint lifecycle. Key Responsibilities • Assess and optimize the existing Windows and Linux/Ubuntu endpoint images for laptops and desktops. • Identify unnecessary applications, configurations, policies, startup processes, and other factors impacting device performance and user experience. • Define and maintain a standardized endpoint image and configuration baseline aligned with university requirements. • Analyze endpoint performance, including: o Boot and login times o Application launch performa