Sr Technical Services Engineer, Desktop Engineering

We are CARIAD, an automotive software development team with the Volkswagen Group. Our mission is to make the automotive experience safer, more sustainable, more comfortable, more digital, and more fun. To achieve that we are building the leading tech stack for the automotive industry and creating a unified software platform for over 10 million new vehicles per year. We’re looking for talented, digital minds like you to help us create code that moves the world. Together with you, we’ll build outstanding digital experiences and products for all Volkswagen Group brands that will transform mobility. Join us as we shape the future of the car and everyone around it.

​Role Summary:

The Sr. Technical Services Engineer, Desktop Engineering plays a pivotal role in establishing IT as a Service at CARIAD Inc., with a focus on leading and evolving desktop engineering and endpoint management across a diverse ecosystem of Windows, macOS, Ubuntu, and iOS devices. This role combines deep technical expertise with strong service management acumen, ensuring reliable and secure systems administration while driving process maturity across change, incident, and problem management disciplines.

In this role, you will design, implement, and maintain scalable desktop solutions, enforce compliance and security standards, and manage the full lifecycle of IT assets. You’ll also serve as a senior escalation point for complex endpoint issues and work closely with cross-functional teams to ensure a seamless digital workplace experience. Your contributions will directly support a stable, efficient, and user-centric IT environment across the organization.

Role Responsibilities:

​Desktop Engineering 

Objective:

• To design, implement, and maintain a secure, efficient, and scalable desktop/VDI environment across Windows, macOS, Ubuntu, and iOS platforms. The objective is to ensure seamless end-user productivity through robust device management, automation, and standardization, while aligning with organizational security and compliance standards. This includes continuous improvement of endpoint performance, user experience, and lifecycle management through proactive monitoring, patching, and support strategies.

Key Responsibilities

• Subject Matter Expert (SME) specializing in desktop technologies including hardware, software, and end-user support.
• Design, implement, and maintain desktop environments for Windows, macOS, Ubuntu, and iOS.
• Develop and manage endpoint configurations, including imaging, application packaging, and automated deployments.
• Lead the evaluation and deployment of device management solutions (e.g., Intune, Jamf, Landscape).
• Oversee patch management processes and ensure timely updates for operating systems and applications.
• Enforce endpoint security policies including encryption, antivirus, device compliance, and vulnerability remediation.
• Create and maintain automation scripts (PowerShell, Python, etc.) to streamline provisioning, software installs, and maintenance.
• Collaborate with InfoSec to ensure device compliance with regulatory and security standards.
• Serve as Tier 3 escalation point for complex endpoint issues unresolved by helpdesk team.

Systems Administration 

Objective:

• To serve as a trusted technical partner in the execution of systems administration initiatives, ensuring that IT systems are secure, reliable, and perform efficiently. This includes managing user access, performing backups, applying updates, and troubleshooting issues. Systems administrator also monitor system performance and maintain documentation to support smooth operations.

Key Responsibilities:

• Support system upgrades and migrations under the guidance of the Principal Systems Engineer.

• Assist a senior system administrator in day-to-day activities.
• Administer Azure AD, and group policies for user/device management.
• Perform routine maintenance and health checks on core infrastructure systems and VDI.
• Maintain integrations with productivity tools (e.g., Microsoft 365, Google Workspace).
• Monitor system performance and coordinate upgrades or fixes as needed.
• Participate in disaster recovery planning and endpoint backup/restore strategies.

ITSM - Change and Incident Management 

Objective:

• To manage changes to IT systems and the desktop environment in a controlled manner—minimizing risk and disruption while aligning with business goals—and to restore normal service promptly when incidents occur, minimizing user impact and maintaining service quality.

Key Responsibilities:

• Lead change control processes for any updates or modifications to the desktop environment or related systems.
• Document all changes, coordinate approval workflows, and ensure rollback plans are in place.
• Take ownership of major incidents involving end-user systems or desktop infrastructure.
• Conduct root cause analysis (RCA) and implement long-term fixes to prevent recurrence.
• Ensure timely resolution of escalated tickets and adherence to SLAs and KPIs.
• Contribute to and help enforce the incident management and escalation process.
• Participate in CAB (Change Advisory Board) meetings and provide impact assessments.

​General Skills:

• Excellent troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Strong documentation and organizational skills.
• Analytical mindset with strong problem-solving skills.
• Familiarity with ITIL practices, including asset, incident, problem, and change management.

​Required Specialized Skills:

• Proficiency in desktop engineering across Windows, macOS, iOS, and Ubuntu.
• Experience with System Administration in both on-premise and Azure environments.
• Hands-on experience with:
• Azure AD, Group Policy, Intune, Jamf, Landscape and software packaging.
• PowerShell scripting and automation.
• Endpoint security tools and patch management.
• Strong understanding of hardware and software asset lifecycle management.
• Experience supporting enterprise-scale environments.
• Incident response, root cause analysis, and change control processes.

​Workplace Flexibility:

• A flexible work schedule is required, including the ability to address issues outside of standard business hours.
• Up to 20% travel may be required.

​Years of Relevant Experience:

• 6+ years of experience in IT support, desktop engineering, and systems administration.
• 2+ years in a technical lead or senior technical role (individual contributor).

​Required Education:

• ​Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

​Desired Education: 

• Microsoft Certified: Azure Administrator Associate.
• CompTIA A+ / Network+ / Security+/ Linux +.
• Apple Certified Support Professional (ACSP).
• ITIL Foundation Certification.

Compensation

Salary range is dependent on factors such as geographical differentials, credentials or certifications, industry-based experience, qualification and training. In the city of Redmond, WA, the salary range for this position is $136,990.00 - $198,790.00. 

CARIAD, Inc. provides performance based merits and annual bonus along with a competitive benefits package. Benefits include medical, dental, vision, 401k with employer match and defined contribution plan, short and long term disability, basic life and AD&D insurance, employee assistance program, tuition reimbursement and student loan repayment plans, maternity and non-primary caregiver leave, adoption assistance, employee referral program and vacation and paid holidays. We also offer a unique vehicle lease program that covers registration and insurance fees. 

CARIAD is an Equal Opportunity Employer.  We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.