Senior Support Engineer - Modern Workplace at Content+Cloud

Description

The candidate will be part of the wider Modern Workplace team within CSD and will be primarily playing a key role in our Managed Device service offering. This aims to proactively manage devices and applications for our customers through automation of the toolsets involved. The role will include packaging customer applications and deploying them to the customer’s end users and a good understanding of change and release management will be required.

The candidate should have ambitions to become our subject matter expert on our Managed Device service and become a key advocate of the offering, delivering knowledge share sessions, writing up best practices in the form of Standard Operating Procedures and client focused Knowledge Base articles.

As the role develops and evolves, we see this role focusing on the more of the automation of the service leveraging Microsoft Graph API and Azure DevOps to drive further operational efficiencies and standards.

Requirements

• Provide technical support for Microsoft Endpoint Manager Intune with a primary focus on customers consuming the Managed Device service, but also assisting/advising on others when required.

• Deliver operational run tasks for the Managed Device service and contribute to the overall success of the function.

• Proactively engage customers to remediate device health issues for the customers on the Managed Device service.

• Regularly package customer applications, test deployment and roll out to the wider user base in line with our change management processes.

• Ensure devices remain compliant within our standard security baselines and respond when devices fall outside of these.

• Build, manage and maintain a base OS image and driver packages for the use of end point deployments

• Communicating directly with end users via telephone, portal, and email.

• Contribute to reporting of the service for our customer base.

Health and Safety

To comply with Health and Safety legislation, following Content+Cloud processes to ensure your own safety and the safety of others.

Specific capabilities

• Technical experience working within a Managed Service environment

• 2+ years’ experience supporting MEM Intune

• Good understanding of Microsoft Cloud identity management

• Good understanding of application packaging using Intune

• Good understanding of device configuration and compliance rules within Intune

• Understanding of hybrid configurations of Intune

• Good understanding and capability using PowerShell

• Understanding of Graph API would be beneficial

• Understanding of Azure Runbooks, VSCode and Azure DevOps will be beneficial

• Excellent demonstrated customer service skills

• Strong documentation and communication skills

• Experience with a ticket management toolset.

• Experience with Remote Desktop tools

Generic essential individual attributes

• A keen appetite to learn

• Proactive, driven, and enthusiastic

• Good organisational skills and strong attention to detail

• Excels in a fast-paced & challenging environment

• Works well in a team environment

• Ability to search and understand KB articles to troubleshoot customer issues.

• Interested in engaging with the IT pro community

• Microsoft Certification MCSE, MCITP, MCSA in MECM (SCCM) and/or Office 365 is beneficial

Benefits

• Salary dependent on experience

• Role based out of our Century City offices (currently working remotely)

• 40 hours per week (Monday – Friday)

• 20 days’ annual leave

• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)

• Continual professional development plans

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.

We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected].