Technical Support Engineer L2 - End-User Compute

Position Highlights

 

•    As an IT Solution Specialist, you are the global technical expert supporting end-user compute solutions for the company
•    Act as an expert on several IT solution(s) within End-User Services. 
•    From a support standpoint, you ensure support at level 1 and 2 is properly handled and you deliver the level 2 to level 3 support (incident, problem and change management. 
•    As a Level 2 engineer, you act as one of a small group of enterprise/global administrators of endpoint management (PCs, mobile devices).
•    You are engaged on projects to maintain and evolve the solutions. 
•    Evolve the endpoint management solutions which align with a more cloud and self-service centric approach.

Main responsibilities:

 

•    Act as primary Level 2 support; incidents, request fulfillment, problems and changes 
•    Develop and maintain Level 1 & Level 2  technical documentation in support of the solution(s) 
•    Perform software packaging and change/release management 
•    Act as point of technical escalation for Level 2/3 issues 
•    Deploy Applications/Updates via Microsoft System Center Configuration Manager (SCCM), Intune/Endpoint Management portal, Cloud Management Gateway 
•    Active Directory Group Policy and Intune policies: login scripts, PC/OS configuration 
•    Intune/Endpoint device configuration profiles, conditional access policies, mobile application management 
•    Ensure support structure is on track collaborating with the Service Delivery Managers (KPIs) 
•    Maintain daily, weekly, monthly, quarterly solution KPIs 
•    Work with operations, infrastructure teams, service desks, and service providers to provide knowledge transfer for day 2 support on newly deployed technologies 
•    Interfaces with end-users, service desks, Level 1 &2 support to answer questions regarding use of hardware and operating system for more advanced use cases 
•    Contribute to the continuous improvement of the end-user compute service catalog 

 

Main requirements:

 

•    Minimum 3+ years of working experience in deploying managing/troubleshooting end-user compute environments 
•    Minimum 3+ years of working experience in an IT Service Desk/Helpdesk role 
•    Minimum 3+ years creating and packaging of applications for distribution SCCM or Intune 
•    Minimum 3+ years Intune administration: Mobile Device Management, Autopilot, Troubleshooting, device configuration profiles, conditional access policies
•    Minimum 3+ Years working experience with Scripting (PowerShell) 
•    Minimum 3+ Years’ experience in deploying Intune/SCCM Applications, Creating collections, Deployments, SCCM Queries and Reporting 
•    Experience with Windows 11 Operating systems 
•    Preferred experience with AD GPO, login scripts, policies 
•    Preferred experience with SCCM Management with configuration, upgrading and maintenance experience 
•    Experience with Multisession Virtualization Platforms (Azure VDIs, Terminal Server Services, etc) 
•    Experience and desire to work in a global environment, 10,000+ user environment is a must