Intune Administrator / Snr Desktop Engineer

Top Skills Details

• Intune Administration / Engineer
• Windows 11
• In-depth SCCM usage
• Windows Server

Job Description

The role of Intune Administrator-Engineer / Snr Desktop Support Engineer is to assist employees with all facets of the corporate computing environment. Interfaces with other technicians, operations, and customers and makes decisions on operating procedures, analytical approaches, and configuration options. Excellent communication and interpersonal skills combined with technical skills are essential to providing a white-glove level of support to the employee community.

Responsibilities:

• Troubleshoot software, hardware, and connectivity issues remotely potentially with multiple users at once
• Assist customers in gaining access to various systems
• Provide Intune Administration / Engineer support
  • Administered Microsoft Intune, ensuring efficient deployment, management, and security of Windows, iOS, and Android platforms.
  • Directed the design and enforcement of conditional access policies via Microsoft Intune, securing remote access and enhancing data protection across all organizational devices.
• Support conditional access policies via Microsoft Intune, securing remote access and enhancing data protection across all organizational devices.
• Proactively obtains new or updates from technology teams and colleagues to update Knowledge Base and process documentation for incident resolution
• Collaborate with technology support teams to obtain assistance with application/infrastructure specific support for incident resolution until closure
• Support network issues, network connectivity, including wireless
• Work closely with the team to resolve or properly close aging tickets
• Ensure that the appropriate Service Level Agreements (SLAs) are met or exceeded
• Provide software, hardware and application support for Windows 10/11 supported issues
• Support Microsoft Office Suite
• Investigate system problems and provides solutions using specific product knowledge, system utilities, and operating environment
• Follow established process and procedures to install and implement computer system hardware or software technologies
• Document resolution steps for undocumented incident resolution and potential knowledge base submission
• Utilize remote control tools to manage and enforce compliance with standards
• Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software
• Using chat functionality, resolve Incidents and diagnose underlying problems using remote-control capability and when possible implement corrective actions to resolve problems
• If resolution is not possible, escalate per the escalation procedures
• In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues
• Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customer's incident

Skills

• Intune Administrator, windows 11, SCCM, windows server, systems engineering, Technical support, Support, Troubleshooting, Customer service, Windows

Additional Skills & Qualifications

• At least 1 to 2 years utilizing chat functionality to service the customer
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
• Experience with Configuration Manager
• Experience with Microsoft Office Suite
• Experience with remote desktop management software
• Experience with MS Office Applications including Outlook, software, hardware and application support for Windows
• Familiarity with security tools and triaging
• Experience with installation, upgrade, and maintenance of software, hardware and peripherals
• Experience with Service Now