Serve as the primary responder and owner for complex end user incidents, focusing on rapid service restoration and minimizing customer impact.
Perform advanced troubleshooting across Office 365, Microsoft Teams, Windows 11/Windows 10, and a broad portfolio of enterprise applications.
Use observability and diagnostics tools (SysTrack, Splunk, ZDX, logs, telemetry) to isolate issues related to performance, connectivity, device health, and user experience.
Execute one‑call resolution whenever possible through strong technical depth, structured troubleshooting, and effective customer interaction.
Diagnose and resolve endpoint issues related to Windows builds, Intune policies, application deployments, patching, drivers, and configuration changes.
Actively manage incidents in ServiceNow, ensuring accurate categorization, impact assessment, documentation, and timely updates aligned to ITIL standards.
Identify repeat issues, trends, or systemic risks and escalate them with high‑quality evidence and documentation to S3 for problem management.
Collaborate with peer engineers, Tech Central, and partner teams to resolve cross‑domain incidents involving endpoint, collaboration, networking, or identity dependencies.
Contribute to runbooks, knowledge articles, and troubleshooting guides to improve consistency and reduce future incident volume.
Maintain a strong customer experience by clearly explaining issues, setting expectations, and ensuring users are confident in the resolution.

4+ years of experience supporting end user or workplace IT services in an operational, customer‑facing role.
Strong hands‑on experience with Microsoft 365, Microsoft Teams, Windows 11 and Windows 10, and enterprise endpoint troubleshooting.
Working knowledge of Intune, device compliance, policy impacts, and Windows 11 deployment fundamentals.
Experience using enterprise monitoring and diagnostics tools such as SysTrack, Splunk, ZDX, or similar platforms.
Solid understanding of ITIL concepts including incident management, escalation, prioritization, and service restoration.
Strong troubleshooting skills across hardware, OS, applications, and collaboration services.
Excellent written and verbal communication skills, with the ability to explain technical issues clearly to end users.

Platform Engineer – Specialist

Key skills