Engineer, End User Engineering

Royal Caribbean Cruises Ltd•Miami, FL

3d•Onsite

About The Position

Royal Caribbean Group is seeking a talented Engineer to join our End User Engineering team. In this hands-on role, you'll contribute to the configuration, deployment, and ongoing management of modern endpoint solutions in a dynamic global environment. Your core focus will be on Microsoft Intune for managing Windows, iOS, and Android devices, ensuring a secure, compliant, and seamless end-user experience. You'll support application deployments using tools like Patch My PC, assist with automation efforts, and play a key role in documentation and troubleshooting. Experience with Microsoft Endpoint Configuration Manager (MECM). If you're passionate about endpoint management and eager to support modernization initiatives in a fast-paced enterprise, this is your chance to make an impact at one of the world's largest cruise companies.

Requirements

3–5 years of experience in endpoint management, with a strong emphasis on Microsoft Intune for Windows and mobile platforms (iOS/Android).
Hands-on expertise in device compliance policies, configuration profiles, app protection policies, and deployment strategies.
Practical experience with Windows Autopilot, including hybrid and cloud-only setups.
Working knowledge of Azure AD/Entra ID, Active Directory, Group Policy Objects (GPOs), and endpoint security fundamentals.
Basic to intermediate PowerShell scripting skills for automation and remediation.
Proficiency with third-party application management tools like Patch My PC or similar.
Strong troubleshooting abilities, with a methodical approach to diagnosing device, application, and network-related issues.
Excellent documentation and communication skills, with the ability to explain technical concepts to non-technical stakeholders.
Familiarity with IT service management (ITSM) tools like ServiceNow for ticketing and workflow tracking.

Nice To Haves

Experience with MECM in areas like applications, collections, reporting, WQL queries, or Software Update Groups/ADR.
Microsoft certifications such as MD-102 (Endpoint Administrator) or MD-100 (Windows Client).
Knowledge of virtualization platforms (e.g., VMware, Hyper-V, Cloud PC.)
Understanding of ITIL frameworks for incident, problem, and change management.
Experience with endpoint analytics tools, reporting dashboards, or compliance auditing.

Responsibilities

Support and maintain Microsoft Intune for Windows, iOS, and Android endpoints, including device enrollment, management, and decommissioning.
Configure and manage device compliance policies, configuration profiles, and conditional access rules to enforce security standards.
Assist with Windows Autopilot for zero-touch provisioning, enrollment workflows, and device reset processes.
Integrate and support features like Autopatch, Endpoint Analytics, and security baselines to enhance threat protection and performance monitoring.
Troubleshoot Intune-managed devices, resolve user-reported issues, and escalate complex problems to senior team members or vendors as needed.
Use Patch My PC to automate third-party application packaging, updates, and deployments, ensuring timely patching and compliance.
Monitor update catalogs, configure sync schedules, and manage publishing workflows for consistent application lifecycle management.
Test and validate applications and updates in pilot rings before rolling out to production environments.
Package custom applications for deployment via Intune, troubleshoot installation failures, and coordinate fixes with development or support teams.
Maintain standards for application compatibility, versioning, and dependency management.
Handle day-to-day operations for Windows endpoints, including patching, software deployment, configuration management, and health monitoring.
Use tools like Endpoint Analytics to track device performance, compliance, and user experience metrics.
Support endpoint security configurations, such as BitLocker, firewall rules, and other integrations.
Develop and contribute to automation scripts using PowerShell for tasks like device remediation, reporting, and workflow efficiencies.
Implement or maintain proactive remediation policies in Intune to automate issue detection and resolution.
Collaborate on scripting solutions for repetitive tasks, such as bulk device configurations or compliance checks.
Provide basic support for MECM tasks, such as creating collections, deployments, or simple troubleshooting, and log handling.
Assist with client installation troubleshooting and monitoring monthly patching compliance via Software Update Groups while ensuring ADR automations are kicking off when expected.
Create, update, and maintain Standard Operating Procedures (SOPs), and knowledge base articles for endpoint management processes.
Ensure documentation is clear, version-controlled, and accessible for team use, including troubleshooting guides, deployment checklists, and escalation protocols.
Identify opportunities to improve documentation for better operational efficiency and knowledge sharing with Service Desk and other teams.
Work alongside senior engineers on projects like endpoint modernization, co-management transitions, or cloud migrations.
Participate in root-cause analysis, incident response, and problem management sessions.
Share insights and best practices with the team to foster continuous improvement.