Intune + MECM Customer Engineer

JDA TSG equips major brands with specialized talent and business process expertise. They are seeking an Intune + MECM Customer Engineer to provide technical support for Microsoft Endpoint Configuration Manager and Intune environments, focusing on customer satisfaction and operational support.

Responsibilities:

• Standard Product Work Shops - Training
• In-Depth Product Reviews - White Board (Chalk Talk) Sessions
• Health Checks / Assessments
• Post Operational Review of Product Implementations
• Product Upgrade / Migration Assessments
• Systems Performance Reviews
• Act as the primary onsite technical contact, providing customer visibility, advanced technical support and problem resolution for corporate customers, including issues raised to the highest levels of management
• Provide Tier 3 support to customers for technical requests related to SCCM and Intune environments
• Proactively review customer concerns and provide recommendations to improve endpoint management, user experience, and policy compliance
• Investigate And Resolve Requests Related To
• SCCM: application deployment, task sequences, driver packages, software update groups (SUGs), boundaries and boundary groups, distribution point health, and client push installation
• Intune: device compliance policies, configuration profiles, app protection policies, Autopilot deployment profiles, and co-management setup
• Support mobile device management (MDM) requests, including:
• Enrollment and management of iOS, Android, and Windows 10/11 devices
• Mobile app deployment via Intune (store apps, LOB apps, and web links)
• Addressing customer requests related to enrollment challenges, access configurations, and policy enforcement across mobile platforms
• Assist customers with transitioning workloads from SCCM to Intune, including Windows Update for Business, endpoint security, and app deployment
• Analyze logs and diagnostics (e.g., CMTrace, Event Viewer, Intune troubleshooting blade, MDMDiagnosticsTool) to identify root causes and resolve requests efficiently
• Provide clear, professional technical guidance to customers and internal teams, adjusting communication style based on audience and context
• Document support requests, investigation steps, resolutions, and known best practices
• Collaborate with engineering or escalation teams when advanced troubleshooting or deeper investigation is required

Requirements:

• 15 years of IT experience required
• 10+ years of experience in SCCM and Intune required
• Provide Tier 3 support to customers for technical requests related to SCCM and Intune environments
• Proactively review customer concerns and provide recommendations to improve endpoint management, user experience, and policy compliance
• Investigate and resolve requests related to SCCM: application deployment, task sequences, driver packages, software update groups (SUGs), boundaries and boundary groups, distribution point health, and client push installation
• Investigate and resolve requests related to Intune: device compliance policies, configuration profiles, app protection policies, Autopilot deployment profiles, and co-management setup
• Support mobile device management (MDM) requests, including: Enrollment and management of iOS, Android, and Windows 10/11 devices
• Mobile app deployment via Intune (store apps, LOB apps, and web links)
• Addressing customer requests related to enrollment challenges, access configurations, and policy enforcement across mobile platforms
• Assist customers with transitioning workloads from SCCM to Intune, including Windows Update for Business, endpoint security, and app deployment
• Analyze logs and diagnostics (e.g., CMTrace, Event Viewer, Intune troubleshooting blade, MDMDiagnosticsTool) to identify root causes and resolve requests efficiently
• Provide clear, professional technical guidance to customers and internal teams, adjusting communication style based on audience and context
• Document support requests, investigation steps, resolutions, and known best practices
• Collaborate with engineering or escalation teams when advanced troubleshooting or deeper investigation is required