Top Skills' Details
1. Enterprise Networking & Wireless Troubleshooting:
- Troubleshooting customer connectivity issues
- Understanding enterprise network environments
- Reviewing packet captures/Wireshark logs
- Understanding communication between endpoints and access points
- Identifying whether the issue is endpoint-related or customer-network-related
- Troubleshooting wireless driver and connectivity issues
2. Endpoint Deployment & Manageability (Intune/SCCM/Autopilot):
- Supporting customer deployment issues
- Troubleshooting SCCM and Intune environments
- Experience with hybrid management environments
- Supporting Autopilot provisioning issues
- Driver deployment troubleshooting
- Imaging and deployment support
- Understanding PXE and deployment workflows
3. Hardware, Firmware & Root Cause Analysis:
- Understanding laptop hardware components
- Driver troubleshooting
- Firmware troubleshooting
- Ability to isolate hardware vs software issues
- Replicating customer issues in a lab environment
- Reviewing logs and debugging complex endpoint issues
Secondary Skills - Nice to Haves
- Autopilot troubleshooting
- Driver troubleshooting
- PXE
- imaging
Job Description
The End-User Engineer will join HP's highest-level escalation engineering team supporting global enterprise customers using HP commercial notebooks and desktops. This team receives complex issues that cannot be resolved by Level 1 or Level 2 support and is responsible for deep technical troubleshooting, root cause analysis, issue replication, and resolution across hardware, firmware, software, networking, deployment, and endpoint management environments. The need is driven by continued support demand and the transition of some existing team members to AI-focused initiatives.
Daily Responsibilities:
- Investigate and resolve escalated enterprise customer issues involving HP commercial notebooks and desktops.
- Troubleshoot Windows endpoint issues related to deployment, imaging, provisioning, firmware, drivers, networking, wireless connectivity, and peripherals.
- Support enterprise environments utilizing SCCM/MECM, Intune, Autopilot, PXE, and hybrid endpoint management solutions.
- Analyze logs, perform debugging, and replicate customer issues in a lab environment to determine root cause and validate solutions.
- Diagnose complex networking and wireless issues using tools such as Wireshark and packet captures to identify endpoint versus customer environment issues.
- Collaborate with engineering teams and provide technical guidance on escalated customer incidents.
Additional Skills & Qualifications
- Looking for a candidate with a strong foundation in enterprise endpoint support and troubleshooting rather than a deep specialist in a single technology area
- Experience supporting enterprise Windows environments, customer-facing technical escalations, and hybrid endpoint management environments
