About the company

This is a Global ICT Services company with an extensive history that extends over 125 years. The company has approximately 4500 employees across Europe, Asia Pacific and Latin America, and a complete portfolio of integrated ICT services for the large enterprise and public sector markets.

About the team

The team provides 2nd and 3rd line Workspace management activities for a large German customer in the areas of:
- Windows endpoint and mobile device management: update and software deployment, configuration management and operating system deployment.
- Microsoft 365 service components management, with a focus on Microsoft Defender.
- MS Intune product family management: maintenance and upgrading of Microsoft Configuration Manager (MCM), management of Intune. The environment is enhanced by using SoftwareCentral as a front-end for ease of use.
- Software packaging: creation and maintenance of application packages
- Citrix virtual workplace: management of the Citrix platform.

Tasks

• Contribute to delivering optimized environments:
  
  o Continually analyse customer technical environment (built with Windows client Operating systems, Active Directory Group Policy, Microsoft Defender, SoftwareCentral and the Microsoft Intune product family (Microsoft Configuration Manager / Intune)) for issues through investigations, incidents, analytical/monitoring tools, reports etc.
  o Resolve detected issues, providing guidance to and with assistance of, 3rd and 2nd line colleagues, where appropriate.
  o Increase proactive issue detection capabilities through improving operational processes or enhancing monitoring.
  o Stay up to date on product lifecycles and the changes they bring. Using this information, you work to keep environments updated and inform stakeholders of any change impacts.
  o Play a leading role in service changes to pave the way for smooth service operations.
  
• Support incident management, request fulfillment and change management:
  
  o Solve complex and high-profile issues through in-depth knowledge and sound troubleshooting. You are able to examine workarounds, create action plans and deal with escalations appropriately.
  o Presentation of information in a clear and professional way to stakeholders (internally as well as externally). Towards the customer specifically, you work to convey a capable and committed image.
  o Provide senior level advice to colleagues to assist in 3rd line troubleshooting.
  o Plan and execute medium to complex changes, making sure all details and impacts are accounted for in order to minimize risk.
  
• Coordinate with the architect, customer service engineer and release manager to ensure a consistent, shared internal view on the customer environment and highlight any issues, opportunities and operational activities where needed.
• Develop new operational processes or improvements to existing ones, to enhance our operational service.
• Contribute to knowledge management:
  
  o Keep relevant documentation and operating procedures updated.
  o Provide input for knowledge base articles.
• Contribute to the larger Principal engineer team to share knowledge and experience, with those supporting other customers.
• Assess product benefits, risks, etc. as participant in an innovation exercise, in support of potential customer requests.
• To cover operational responsibilities of the Team Leader in times of their absence.

Requirements

• At least 3-5 years of experience working in a customer support team on the relevant technologies and products.
• Possess excellent troubleshooting and analytical skills.
• Possess good communication skills that allow you to articulate issues and their analyses, solutions etc. in a clear way to colleagues and customers alike.
• 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
• Experience with PowerShell scripting in supporting the relevant technologies and products.
• Experienced in working in an ITIL-based operations environment using ITSM toolsets such as ServiceNow.
• Willing to participate in On-Call schedule 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 Citrix virtualization products.
• Knowledge of macOS.
• Experience supporting multiple customer environments simultaneously.
• Experience working in an international environment.
• Proficiency in German.

What they offer

• Full remote job opportunity
• Cafeteria
• Private medical insurance
• Sport opportunities
• Employee Assistance Program
• Trainings

How to apply

Please send your English CV via e-mail to hr@pearlhunt.hu