Job Description
Responsibilities
An Intune support engineer is responsible for the following tasks: Responding to customer inquiries and requests via phone, email, chat, or web portal.
Diagnosing and resolving technical issues related to Intune, such as enrollment, policy, compliance, app protection, app deployment, reporting, and troubleshooting.
Escalating complex or unresolved issues to the appropriate team or vendor.
Documenting and updating customer cases and interactions in the support system.
Providing feedback and suggestions to improve Intune service quality and customer satisfaction.
Staying updated on Intune product updates, changes, and new features.
Participating in training and certification programs to enhance Intune knowledge and skills.
Collaborating with other Intune support engineers and teams to share knowledge and best practices.
Providing technical support and troubleshooting for Intune customers via phone, email, or chat.
Identifying, diagnosing, and resolving complex Intune issues in a timely and professional manner.
Escalating unresolved cases to higher-level Intune support engineers or managers as needed.
Documenting customer interactions, feedback, and solutions in the Intune support database.
Following up with customers to ensure their satisfaction and Intune functionality.
Participate in communities with peer delivery roles and develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
Product/Process Improvement: Identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
Qualifications
Minimum requirements: 3 years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1 year(s) technical support, technical consulting experience, or information technology experience Language Qualification English Language: fluent in reading, writing and speaking. Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Technical Skills
Knowledge of Microsoft Intune, Azure Active Directory, and other cloud-based services and platforms. - Ability to troubleshoot and resolve common Intune issues such as enrollment, policy deployment, app management, device compliance, and reporting. - Experience with Windows 10, iOS, Android, and MacOS devices and operating systems, as well as their configuration and management options. - Familiarity with networking concepts and protocols, such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi. -Experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions (Airwatch, Mobile Iron) - Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces. - Knowledge of System Center Configuration manager or system management - Cloud knowledge - Windows networking - Proficiency in using remote support tools, such as Microsoft Teams, Skype, or Zoom, to assist customers and provide guidance and demonstrations. - Communication and collaboration skills, including the ability to explain technical concepts in simple terms, listen actively, and work effectively with diverse and global teams. has context menu Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .