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Technical Support Engineering - Intune

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Microsoft

Today

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You should have a relevant degree or 3+ years of IT experience, knowledge of Intune and cloud services, troubleshooting skills, device management experience, and strong communication abilities.
  • You will troubleshoot and resolve Intune issues, document interactions, escalate complex cases, and share knowledge to enhance service quality and customer satisfaction.

Requirements

  • Required Qualifications:
  • Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
  • OR 3+ years of technical support, technical consulting experience, or information technology experience.
  • OR equivalent experience
  • Language Qualification
  • English Language: fluent in reading, writing and speaking.
  • Technical Skills
  • Knowledge of Microsoft Intune, Azure Active Directory, and other cloud-based services and platforms.
  • Ability to troubleshoot and resolve common Intune issues such as enrollment, policy deployment, app management, device compliance, and reporting.
  • Experience with Windows 10, iOS, Android, and MacOS devices and operating systems, as well as their configuration and management options.
  • Familiarity with networking concepts and protocols, such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
  • Experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions (Airwatch, Mobile Iron)
  • Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.
  • Knowledge of System Center Configuration manager or system management
  • Cloud knowledge
  • Windows networking
  • Proficiency in using remote support tools, such as Microsoft Teams, Skype, or Zoom, to assist customers and provide guidance and demonstrations.
  • Communication and collaboration skills, including the ability to explain technical concepts in simple terms, listen actively, and work effectively with diverse and global teams.
  • Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Responsibilities

  • Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
  • Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
  • You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
  • Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.
  • Responding to customer inquiries and requests via phone, email, chat, or web portal.
  • Diagnosing and resolving technical issues related to Intune, such as enrollment, policy, compliance, app protection, app deployment, reporting, and troubleshooting.
  • Escalating complex or unresolved issues to the appropriate team or vendor.
  • Documenting and updating customer cases and interactions in the support system.
  • Providing feedback and suggestions to improve Intune service quality and customer satisfaction.
  • Staying updated on Intune product updates, changes, and new features.
  • Participating in training and certification programs to enhance Intune knowledge and skills.
  • Collaborating with other Intune support engineers and teams to share knowledge and best practices.
  • Providing technical support and troubleshooting for Intune customers via phone, email, or chat.
  • Identifying, diagnosing, and resolving complex Intune issues in a timely and professional manner.
  • Escalating unresolved cases to higher-level Intune support engineers or managers as needed.
  • Documenting customer interactions, feedback, and solutions in the Intune support database.
  • Following up with customers to ensure their satisfaction and Intune functionality.
  • Participate in communities with peer delivery roles and develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
  • Product/Process Improvement: Identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements.

FAQs

What is the main mission of the Customer Experience & Success organization at Microsoft?

The mission is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services.

What is the role of a Technical Support Engineer in the Customer Service & Support team?

A Technical Support Engineer owns, troubleshoots, and solves customer technical issues while collaborating within and across teams, leveraging troubleshooting tools and practices.

What is Microsoft Intune?

Microsoft Intune is a cloud-based service that provides mobile device management (MDM) and mobile application management (MAM) for enterprises, helping organizations secure and manage their devices, apps, and data across various platforms.

What are the primary responsibilities of an Intune Support Engineer?

An Intune Support Engineer is responsible for responding to customer inquiries, diagnosing and resolving technical issues, escalating complex issues, documenting customer interactions, providing feedback for service improvement, and collaborating with other engineers.

What are the required qualifications for this position?

The required qualifications include a Bachelor's degree in Computer Science, IT, or a related field with 1+ years of relevant experience, or 3+ years of experience in technical support or consulting.

Is fluency in the English language necessary for this role?

Yes, fluency in reading, writing, and speaking English is required.

What technical skills are important for a Technical Support Engineer working with Intune?

Important technical skills include knowledge of Microsoft Intune, Azure Active Directory, troubleshooting Intune issues, experience with multiple operating systems, familiarity with networking concepts, and proficiency in remote support tools.

Are there any security requirements for this position?

Yes, candidates must meet Microsoft, customer, and government security screening requirements, which include passing the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Does this position allow for career growth?

Yes, this opportunity allows for accelerated career growth and the development of problem-solving, collaboration, and technical skills.

How does the company approach inclusivity and diversity in the workplace?

Microsoft strives to create a culture of inclusion where every employee can thrive by building on values of respect, integrity, and accountability.

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Microsoft

Technology
Industry
10,001+
Employees
1975
Founded Year

Mission & Purpose

Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting in differences. When we show up, we achieve more together. Microsoft operates in 190 countries and is made up of more than 220,000 passionate employees worldwide.