Team Purpose:

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
• MS Intune product family management: maintenance and upgrading of Microsoft Configuration Manager (MCM), management of Intune
• Software packaging: creation and maintenance of application packages
• Citrix virtual workplace: management of the Citrix platform
• Microsoft 365 service components management, with a focus on Microsoft Defender.
• All Incidents and Requests are to be resolved within SLA as exceeding these would have impact on our customer’s ability to function as a business.

Role Purpose:

The suitable candidate for this role has proven experience supporting environments built on similar technology and is eager to deliver high quality 2nd line support for our customer, as well as expanding their knowledge. The delivered support includes incident resolution as well as standard request fulfilment in the various areas which the team covers.

Primary Responsibilities:

• Monitor the queue for new tickets and coordinate within the group and select Getronics resolver teams, to ensure tickets are picked up within OLA and treated optimally
• Support customer environment built with Windows client Operating systems, Active Directory Group Policy, Microsoft Defender, SoftwareCentral, the Microsoft Intune product family (Microsoft Configuration Manager / Intune) andCitrix
• Respond to and resolve incidents in addition to select standard requests
• Detect patterns in tickets indicating general issues or to trigger problem management
• Ensure appropriate actions are taken to keep tickets inside of SLA
• When a ticket is in risk of breaching SLA, escalate to management
• Update the customer and the ITSM ticket throughout the lifecycle of it
• Liaise with the 1st line Service Desk, within the team, other Getronics resolver groups, the customer and vendors where needed, to resolve tickets
• Comply with relevant customer and Getronics policies and procedures
• Discuss any assigned tickets for which you need assistance, with senior colleagues.

Secondary responsibilities:

• Participate in regular meetings with 3rd line to ensure smooth cooperation and build up knowledge
• Execute recurring operational activities according to prescribed schedules and procedures.
• Document issues and fixes in the Knowledge Management System.
• Look for improvement opportunities in operational activities.
• Grow your knowledge and experience.

Skills/Experience:

• At least 2 years of desktop support experience supporting Windows Client Operating System, Active Directory Group Policy management, Active Directory, Microsoft Office suite, desktop / laptop technologies.
• Possess excellent troubleshooting and logical reasoning skills.
• Project a measured and professional image towards the customer under any situation.
• Feel at ease with tight SLAs in a highly process-oriented environment.
• Have attention for detail and apply a conscientious approach when handling tickets.
• 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

• MD-100: Windows 10
• MD-101: Managing modern desktops
• Or MD-102: Endpoint Administrator
• 1 year of experience with troubleshooting the Microsoft Intune product family (Microsoft Configuration Manager / Intune), focused on update and software deployments and client health.
• Knowledge of basic troubleshooting on Citrix virtualization products
• Knowledge of macOS
• Experience working in an international environment
• Proficiency in German.