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