Support Engineer - Intune

Jobz EG سبتمبر 11, 2021 مهندسين,

Responsibilities

• Responsible for the customer support experience with Microsoft

• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)

• Identify cases that require escalation (either technically or strategically)

• Create and maintain incident management requests to product group/engineering group

• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience

• Provide ramp activities, knowledge sharing, technical coaching and mentoring

• Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)

• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Qualifications

Language Qualification

English Language: confident in reading, writing and speaking.

Fluent in German/French/Italian is a plus

Required:

• Demonstrated experience in IT or Technical Support experience (in Tier 2 / Tier 3 support),

• Subject Matter Expert knowledge of one or more of the following domains: Windows OS, Mobile device OS, Client/Server knowledge, understanding of Cloud services, Mobile device configuration and app deployment.

• Strong problem-solving skills includes troubleshooting, problem analysis and resolution, good judgment/decision making ability.

• Genuine passion for technology and desire and aptitude to increase technical skill level required.

Preferred Technical Qualifications:

Strong knowledge and background in the following areas:

• Microsoft Intune/ Microsoft Endpoint Configuration Manager (SCCM)

• other third party MDM platforms (vmware Airwatch, MobileIron, Maas360 etc)

• Windows Networking

• Group Policy configuration

• Software and Patch Management

• Operating System Deployment

• Configuration of client endpoints and endpoint management

• AD DS knowledge