Serve as the escalation point and primary technical resource for complex incidents involving collaboration, meeting quality, Windows/MAC client, and endpoint services
Own monitoring dashboards, alerts, and telemetry; improve signal quality, reduce noise, and ensure actionable service health indicators
Execute proactive hygiene programs including patch/driver governance, baseline compliance, configuration drift remediation, and elimination of recurring issues
Build and maintain runbooks, scripts, automated remediations, and troubleshooting tools to streamline operations
Lead or contribute to problem management (RCA, permanent fixes, preventive actions)
Partner across Tech Central and Engineering to publish high-quality knowledge articles, deliver training, and shift-left routine work
Collaborate with engineering, security, and networking teams to resolve cross-domain issues impacting user experience

5+ years in end-user or workplace IT operations supporting Tier 2 or higher
Strong expertise with Microsoft 365, Microsoft Teams, Windows client, Intune, compliance, and patch/driver lifecycle management
Proficiency in PowerShell, log analysis, and troubleshooting tools (KQL, diagnostics, meeting quality analytics)
Solid understanding of network fundamentals relevant to real-time communications (jitter, packet loss, QoS)
Demonstrated ability to manage complex incidents, drive RCA, and implement preventive actions
Preferred Qualifications: Experience with Teams Rooms, SIP/SBC, or advanced UC troubleshooting
Familiarity with observability platforms such as Log Analytics, Endpoint Analytics, or Power BI
Experience with automation platforms (Intune Remediations, Azure Automation, API integrations)
ITIL Foundation or Microsoft certifications (Endpoint Administrator, Teams Engineer)

Platform Engineer – End-User Services

Key skills