Job Purpose:

The suitable candidate for this role will play an important part in delivering 3^rd line technical support for the endpoint management, MS 365 and Intune family areas. This support includes incident resolution, request fulfilment and change implementation.

Depending on the experience and interest, the candidate will focus on either the endpoint and MS 365 support or the Intune product family support together with SoftwareCentral.

Primary Responsibilities:

·       Manage and support customer environment built with Windows client Operating systems, Active Directory Group Policy, Microsoft Defender, SoftwareCentral and the Microsoft Intune product family (Microsoft Configuration Manager / Intune) with patching, software deployment, compliance and configuration policies, etc.

o  Respond to and resolve assigned incidents in addition to implementing requests and changes, ensuring appropriate actions are taken so that none of them exceed their SLA or cause unforeseen business impact.

o  Update the customer and the ITSM ticket throughout the lifecycle of it.

o  Liaise with the Service Desk, other Getronics resolver groups, the customer and vendors where needed, to resolve tickets.

o  Comply with relevant customer and Getronics policies and procedures.

o  Discuss any assigned tickets for which you need assistance with senior colleagues or management.

o  When a ticket is in risk of breaching SLA, escalate to management.

Secondary Responsibilities:

·       Execute recurring operational activities according to prescribed schedules and procedures.

·       Manage and support customer M365 environment with a focus on Microsoft Defender.

·       Suggest improvements to operations and customer configuration based on handled tickets.

·       Document issues and fixes in the Knowledge Management System.

·       Actively keep your knowledge of the supported technologies up to date.

Skills/Experience:

·       At least 3 years of experience working in a customer support team on the relevant technologies and products.

·       Possess excellent troubleshooting and logical reasoning skills.

·       Thorough knowledge of Windows 10/11 and endpoint related technologies (e.g. Microsoft Defender, Active Directory Group Policies, Active Directory, Microsoft Office suite, desktop / laptop technologies).

·       Thorough knowledge of Microsoft Intune product family:

o  Microsoft Configuration Manager: functionality such as software update deployment as well as components such as management points and the inner working thereof.

o  Intune: Mobile device and application management functions and closely related technologies such as AutoPilot.

·       Microsoft Certifications

o  MD-100: Windows 10

o  MD-101: Managing modern desktops

o  Or MD-102: Endpoint Administrator

·       Experienced in working in an ITIL-based operations environment using ITSM toolsets such as ServiceNow.

·       Willing to participate in On-Call schedule and/or shifts (extended business hours).

·       Flexible when emergencies occur.

·       Proficiency in English.

Nice to Have:

·       Microsoft Certifications

o  MS-100: Microsoft 365 Identity and Services

o  MS-101: Microsoft 35 Mobility and Security

o  Or MS-102: Microsoft 365 Administrator

·       Knowledge of SoftwareCentral.

·       Knowledge of M365: experience supporting and troubleshooting with a focus on Microsoft Defender.

·       Knowledge of macOS.

·       Experience with PowerShell scripting in supporting the relevant technologies and products.

·       Experience supporting multiple customer environments simultaneously.

·       Experience working in an international environment.

·       Proficiency in German.