Role Definition
As an Engineer client management, your job is to increase end-user productivity by troubleshooting and trying to solve the computer and system issues that end user experience. This requires that you understand your role in the support environment specifically MS Windows 10/11, network, cloud/MS Intune and related application.
Should also fulfill several roles in the support environment. A good Engineer Client, possesses technical expertise in addition to non-technical aptitude, such as excellent interpersonal skills, that enable you to build rapport with end users and other members and users of the support environment.
Area of Responsibility
The Engineer Client Management responsibilities lie in the operational fields of the:
- Trouble shooting Incidents which are assign to your group are taken and isolate the issue quickly by performing specific diagnostic tasks.
- Request Fulfilment Quickly learn the user request and provide necessary solution.
- Intune
- Application packaging and software management.
- Document all the resolutions on ITSM.
- Understanding of Active Directory, Group Policies, DNS, DHCP.
Skills
- 5 to 8 years of experience in managing end to end Intune Software deployment as a service including release, distribution and the installation of packaged software.
- Intune & Ivanti software deployment.
- Conducts requirement analysis, license acquisition.
- Achieve service efficiency through automation.
- Ensures adherence of established policies and procedures
- Provides management reports on release progress.
- Service release and deployment policy and planning.
- Deals with release package design, build and configuration.
- Deals with release package testing and acceptance including business sign off.
- Deals with service roll out planning including method of deployment.
- Ensures coordination of build and test environments teams and release teams.
- Deals with communication, preparation and training.
- Develop an application patch, and update deployment strategy.
Qualifications
Bachelor's degree or equivalent qualifications Or Technical Degree or the equivalent combination of education, training, and experience. Preferred BE or B. Tech in Electronics and communications.
Work Experience
Must have around 5 to 8 years of work experience in managing enterprise users with following topics.
- Deploy, maintain, manage, troubleshoot windows devices (Windows 10/Windows 11).
- Citrix support
- System Management Tools SCCM or Ivanti
- Collaborating and coordinating activities with stakeholders and infrastructure teams on upgrades, updates, and licensing.
- Reporting.
- Documentation.
- Working in Multi-national environment
Methodological Skills
- Understands how to proceed systematically/ methodically.
- Strong analytical skills; able to assess and solve issues in a high-pressure environment.
- Ability to quickly gain the knowledge of the applications.
- Good problem solving and trouble shooting skills.
- Self-motivated.
- Team player in a fast and demanding environment.
- Willingness to work in shifts and different time-zone.
- Ability to work and resolve off-shift tasks / activities whenever required.
Personal Qualities
- Customer oriented with high quality mindset.
- Independent.
- Excellent communication, organizational, and interpersonal skills.
