Support Engineer - Intune
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
• PKI Infrastructure
• PowerShell Skills
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