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 10000 user environment is a must