Modern End Point Analyst, Ottawa, ON - HYBRID

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

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About Ciena:

Ciena is a global leader in networking systems, services, and software. We build the foundational networks that connect the world, and we're passionate about driving innovation and delivering exceptional value to our customers. Join our team and be part of a company that's shaping the future of connectivity.

Job Summary:

We are seeking a highly motivated and experienced Modern End Point Analyst.  You will be responsible for supporting, maintaining and improving, the end user hardware and OS, as well as the management, administration, and optimization of the platform.  This will help Ciena to ensure we have a reliable, compliant, and flawless device experiences for our end points and their users at Ciena. You will also participate in the support of SCCM infrastructure as well as discovery and continued implementation of Intune based management, enabling automation, refining security, and supporting hybrid work at scale.

Critical in this role will be the ability to collaborate with internal teams and external partners including application teams, infrastructure groups and contract manufacturing teams.

Overall

• Architect and coordinate Microsoft Intune for managing Auto Pilot including device compliance, configuration profiles, app deployment, and endpoint security.
• Build scalable configuration policies and migrate legacy GPOs to new Entra ADMX and Intune environments.
• Manage and optimize SCCM infrastructure, including upgrades, role assignments, and integration with Intune for co-management.
• Drive SCCM to Intune migrations, encouraging modern endpoint management for Windows and macOS.
• Enforce standard methodologies for endpoint security, such as BitLocker for Endpoint, and Conditional Access.
• Collaborate efficiently on patch and vulnerability management using tools to minimize risk.
• Manage cross platform enterprise application delivery with a focus on secure access and user experience.

Endpoint & Application Management

• Manage and support over 10,000 endpoint devices including provisioning, configuration, deployment, and health monitoring.
• Troubleshoot advanced issues on endpoints from laptops to Cloud PC’s including hardware, OS, network, application related problems.
• Support commercial off-the-shelf and custom applications as installed on endpoints.
• Collaborate with application teams to resolve system and application-related issues.

Security, Monitoring & Reporting

• Utilize management tools to ensure endpoint protection is up to date and functional.
• Conduct regular endpoint health assessments and patch management using tools such as SCCM, InTune, NexThink, JAMF
• Prepare and deliver weekly/monthly reports on endpoint status and performance.

Technical Support & Issue Resolution

• Provide Level 2/3 support for endpoint and system related incidents.
• Perform root cause analysis (RCA) and implement permanent resolutions.
• Work with partners and other IT streams to test, deploy, and validate system, network, or application fixes and upgrades.
• Provide timely support to end users and document issue resolution steps clearly.
• Offer off-hours/on-call support as required to prevent or minimize service disruptions.

Documentation & Projects

• Participate in IT projects, including matrix-managed initiatives, requiring endpoint expertise.
• Create and maintain user manuals, SOPs, and support documentation.
• Collaborate with users to understand functional needs and improve endpoint support effectiveness.
• Perform other technical duties as assigned.
• Execute change management procedures without business disruption.

Process review and optimization

• Identify inefficiencies in existing endpoint management and support processes by conducting regular process reviews.
• Apply operational excellence principles to continuously improve service delivery, ensuring alignment with organizational goals.
• Leverage Lean practices to eliminate non-value-added tasks, reduce cycle times, and improve responsiveness.
• Recommend and implement strategies to remove process waste and automate repeatable tasks wherever possible.
• Develop and promote optimized workflows that improve consistency, reliability, and performance of endpoint operations.
• Collaborate with peers and stakeholders to standardize best practices across teams, enhancing overall IT support maturity.

Required:

• Self-starter attitude
• 2–4 years of experience in endpoint or system administration.
• Proficient with enterprise endpoint management tools (SCCM, Intune, Jamf)
• Strong skills in diagnosing hardware, OS (Windows), network (LAN/WAN), and endpoint issues.
• Demonstrated experience supporting endpoints in enterprise environments.
• Excellent collaboration skills with cross-functional teams and external vendors.
• Comfortable providing off-hours support as needed.
• Strong experience managing Microsoft SCCM or Intune.
• Expertise in managing Windows, iOS, MacOS, and Android devices.
• Proven troubleshooting skills and excellent documentation capabilities.
• Ability to communicate effectively and conduct user training.

Preferred:

• Bachelor’s degree in Information Technology, Engineering, or a related discipline.
• Experience working with mission-critical services in high-availability environments.
• Exposure to Microsoft SQL Server or web-based application support (as a bonus asset).

The salary range for this position, in Canada, is as follows:

$63,100.00 - 100,900.00

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard.  Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.