IT Support Engineer (SC Cleared)

We are seeking a Tablet Support Engineer (SC Cleared) to support the Tablet Device Management and Distribution Programme. This role is responsible for the day-to-day management, deployment, and support of tablet devices across the organisation., * Manage and support tablet devices through Microsoft Intune, including device enrolment, configuration, compliance monitoring, and policy deployment.

• Perform Level 1 operational support for tablet-related incidents, service requests, and access requests.
• Ensure all tablet devices are configured according to organisational standards and security requirements.
• Support device lifecycle activities including provisioning, refresh, replacement, and decommissioning.

1. Device Deployment, Allocation & Setup

• Receive, record, stage, and prepare tablet devices for deployment.
• Configure and validate tablets prior to user allocation and handover.
• Allocate and issue devices to end users, ensuring accurate tracking of assigned assets.
• Support user onboarding activities, including account setup, application access, and connectivity validation.

1. Post-Deployment Validation & Testing

• Perform post-build and post-enrolment checks to ensure devices are fully operational.
• Validate device functionality, user authentication, network connectivity, application access, and compliance status.
• Conduct quality assurance checks and maintain deployment records using approved checklists.
• Ensure devices meet service and operational standards before user handover.

1. End-User Support & Guidance

• Provide first-line support for tablet-related incidents and user queries.
• Assist users with tablet functionality, applications, email access, connectivity, and troubleshooting.
• Deliver basic user guidance and onboarding support to ensure effective device adoption.
• Support floor-walking and hypercare activities during deployment and transition periods.

1. Asset Management & CMDB Maintenance

• Maintain accurate asset records within the Configuration Management Database (CMDB) and associated asset management systems.
• Record device allocations, returns, replacements, and stock movements.
• Maintain chain-of-custody documentation and audit records for all deployed devices.
• Ensure compliance with organisational asset management and governance processes.

1. Stock Management & Inventory Control

• Manage tablet inventory levels, including receiving, storing, issuing, and returning devices.
• Maintain secure storage of tablets within designated cabinets and storage locations.
• Conduct regular stock audits and reconcile inventory records.
• Support forecasting and replenishment activities to ensure sufficient device availability.
• Diagnose and resolve common tablet hardware, software, and configuration issues.
• Escalate complex technical issues to relevant support teams, Intune administrators, or engineering specialists.
• Track incidents, service requests, and defects through agreed support processes.
• Support continuous service improvement by identifying recurring issues and trends.

• Experience supporting and managing mobile devices using Microsoft Intune.
• Knowledge of device provisioning, deployment, and lifecycle management processes.
• Experience with asset management, inventory control, and CMDB updates.
• Strong first-line (L1) support, troubleshooting, and customer service skills.
• Excellent organisational, communication, and documentation abilities.
• Experience supporting tablet deployment programmes in enterprise environments.
• Knowledge of Microsoft 365, Azure AD/Entra ID, and mobile device security policies.
• Familiarity with ITIL-based incident, request, and asset management processes.
• Experience conducting stock audits, device logistics, and chain-of-custody management.
• SC Clearance (or ability to obtain and maintain SC Clearance).