Job description

Responsibilities: - Manage and prioritize internal and external Service Desk tickets and escalate issues as necessary. - Lead the administration, operation, and optimization of client SCCM infrastructure systems, ensuring scalability, security, and high performance. - Oversee and conduct patch management, OS and application packaging, deployment processes, and hybrid Intune/MEM integration in client environments. - Design and implement advanced endpoint strategies to enhance efficiency, including migrations to Azure and modern endpoint management solutions. - Respond to inquiries and troubleshoot technical issues related to cloud infrastructure, applications, and services, while following established procedures and policies. - Maintain knowledge of current trends and developments in cloud technology and provide suggestions to improve the managed cloud services operations. - Collaborate with other teams to ensure timely resolution of customer issues and concerns. - Contribute to the continuous improvement of service desk processes and procedures, identifying opportunities for automation and efficiency gains. - Participate in training programs to improve technical knowledge and customer service skills related to cloud services. - Perform routine system maintenance tasks, such as software updates, patch management, and system backups. - Other duties, as assigned. Note: This position requires participating in evening shifts 3x/week, 2x/month, and one Sunday shift per month for patching purposes (you will be able to work from home for these shifts).These sessions are scheduled for the second and third Tuesday/Wednesday/Thursday along with the third Sunday of every month. They can range from 3-9 hours in duration, and you’ll be able to adjust your schedule accordingly to account for a 40-hour work week. Qualifications: - At least 2-3 years of experience in a help desk or customer service role, preferably related to managed cloud services. - Proven track record in SCCM Administration/Engineering, with advanced expertise in Intune/Microsoft Endpoint Manager (MEM). - Fundamental knowledge of cloud computing, particularly in Azure. - Excellent communication skills, both verbal and written. - Experience with monitoring and alerting platforms. - Ability to work under pressure and handle multiple tasks simultaneously. - Knowledge of basic troubleshooting techniques for cloud infrastructure, applications, and services. - Familiarity with help desk ticketing systems and IT service management processes related to cloud services. - Ability to work independently and as part of a team. - Certification such as Microsoft Azure Fundamentals (AZ-900) are strongly preferred.

Requirements