Modern Workplace Support Engineer

The Modern Workplace Support Engineer, is part of the End Users Computing services and reports to the IT Support Manager.

The Modern Workplace Support Engineer, will be able to manage multiple areas of focus within the IT department such as End Using Computer and L2/L3 Service Support. This means actively supporting users by resolving tickets, managing, optimizing and keeping EUC applications and/or systems operational including the associated procedures, as well as and where necessary describing work instructions and ensuring the correct standard processes in alignment with the business and other stakeholders.

The Modern workplace Support Engineer, will also be part of local and Global IT projects.

The position will cover CET hours. The candidate will also need to work in shifts and in stand-by where applicable. (full-remote)

Output areas

1. Process and solve incidents and service requests in a timely and qualitative way
2. Preparing and running changes and configuration management on IT systems
3. Performing daily management activities defined in daily permanent activities
4. Working together with other internal departments like the infrastructure Shared Service Center and external vendors.
5. Maintain the EUC environment like Office 365, managing Intune, Windows OS, packaging applications, Active Directory,
6. Co-responsible for user satisfaction in relation to the IT environment
7. Communication with end users

Qualifications

• ICT related Bachelor level of knowledge, focus on Microsoft technologies, like MS Office, Intune, Azure Active Directory, Windows OS, Hardware settings, generic knowledge of Network,
• 3 4-year experience in a similar L2/L3 support function and having preferably Microsoft Certificates on the specific Microsoft products.
• Knowledge and experience in L2/L3 Workplace processes.
• Having good knowledge and experience with PowerShell.
• Communicatively both oral and written and service oriented
• Great English skills

Posição de Nível Intermédio a Sénior, responsável pela gestão da área de computação do utilizador final.

Requisitos Principais:

• Experiência prática com Microsoft Intune, incluindo políticas MAM (Mobile Application Management) e MDM (Mobile Device Management), empacotamento de aplicações, entre outros;
• Experiência prática na resolução de problemas de hardware e software relacionados com dispositivos de utilizadores finais (portáteis e dispositivos móveis). A assistência será inicialmente remota;
• Boa compreensão do ecossistema Microsoft 365 no contexto dos serviços ao utilizador final;
• Experiência anterior ou conhecimento da aplicação Admin By Request será considerada uma mais-valia;

Processo de entrevista:
 São duas fases:

• Primeira: conversa geral + avaliação técnica inicial;
• Segunda: avaliação técnica aprofundada + verificação de processos.