Role Purpose:

The suitable candidate in this role will provide remote 2nd and 3rd line technical support, including incident resolution and request handling, primarily regarding Microsoft Endpoint Manager and Windows clients for our global customers.

Primary Responsibilities

  • Manage and support customer client environments built with Windows client OS, AD GPO, Microsoft Endpoint manager (patching, software deployment), Windows Defender
  • Respond to and resolve assigned incidents (60%) as well as implement requests and changes (40%) within prescribed SLAs and take appropriate actions to ensure none of them exceed their SLA or cause unforeseen business impact.
  • When you are unable to resolve an incident or request, or where an assigned incident or request is in danger of not meeting the SLA, discuss with colleague matter experts, vendors or management and follow up.
  • Liaise with the Service Desk and other Getronics resolver groups on the resolution of customer issues.
  • Secondary responsibilities

  • Manage and support customer M environments including aspects related to Exchange Online, Teams, Azure AD, SharePoint/OneDrive, security features
  • Execute recurring operational activities according to prescribed schedules and procedures.
  • Document Issues and Fixes in the team’s Knowledge Management System.
  • Track and document problems by status (resolved, duplicated, escalated and under investigation) utilising established problem tracking and reporting systems.
  • Technical & Process Skills/Experience

  • Excellent troubleshooting and logical reasoning skills.
  • At least 3 years of experience working in a customer support team on the relevant technologies and products.
  • Thorough knowledge of Windows 10/11 and endpoint technologies (eg Windows Defender, AD Group Policies).
  • Thorough knowledge of Microsoft Endpoint Manager:Microsoft Endpoint Configuration Manager: functionality such as software update deployment as well as components such as management points and the inner working thereof.Intune: Mobile device and application management functions and closely related technologies such as AutoPilot.
  • Experience working in an ITIL-based operations environment using ITSM toolsets such as ServiceNow.
  • Experience with cross-functional working and cultural sensitivities in a multi-customer environment.
  • Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI and Business Disability Forum partner organisation.

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