Tek Experts

Overview

We’re seeking a customer-oriented Technical Support Engineer (MS Intune) to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support. 

Accelerating Progress. Securing Futures.

At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today’s complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.

Responsibilities

The Microsoft Intune team provides reactive support for mobile device management cases in the Azure cloud environment, making mobile device management easy for IT administrators. As a member of the Intune team, you will deploy internal configurations and policies that rule how mobile devices interact with different Azure and operating system services. In your day-to-day routine, you will collaborate with teammates and perform individual research to deliver policies that request internal configuration within a device or are specified in the backend of a service.

This role will:

• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management.

Qualifications

Intune is a good fit for you if you have:

• English level level: 85%
• High school diploma.
• Technical Support experience
• Troubleshooting Windows/Android/IOS
• Network Basics
• Knowledge in: Cloud and Active Directory.