About the job

An exciting opportunity to join our client team within a growing ICT Services company with a global
portfolio, as a Digital Workplace Engineer in their Engineering and Solutions team.

With an extensive history that extends over 125 years, our client has nearly 4,500 employees in 22 countries across Europe, Asia Pacific & Latin America, and has a complete portfolio of integrated ICT services for the large enterprise and public sector markets. This includes Workspace, Applications, Unified Communications, Data Centre, Cloud, Consulting, Partner Technology, Managed Services and Security.

Also, our client is a leading member in the Global Workspace Alliance, a unique model that provides customers with a consistent IT service throughout the world, with one single point of contact and billing entity, delivering services to over 100 countries. The GWA manages 9.9m workspace assets globally and was ranked number 3 by OVUM among other leading global vendors for workplace management.

Last but not least, our client supports its employees to become experts in their field though development by an in house University and an internal recruitment program.

Team Purpose

The team provides 3rd line workspace support for multiple international customers:

• Windows endpoint and mobile device management: update and software
  deployment, configuration management, operating system deployment configuration
  and troubleshooting related to these
• MS Endpoint Configuration manager and Intune management
• Microsoft 365 service components with a focus on security (e.g. Microsoft Defender)

The team maintains, analyses and optimizes operational environments to prevent interruptions and incidents and increase our operational efficiency.

Role Purpose

You have built up a thorough understanding of the Windows client OS and Microsoft Endpoint Manager platform over the years. Together with your soft skills, this allows you to function as a key person in the team, ensuring an optimal technical environment for our customers and helping out more junior colleagues.

By showing your expertise and dedication to excellence, you build up relationships with the client and become a trusted technical partner.

Primary responsibilities

• Contribute to delivering optimized environments:
  • Continually analyse customer technical environments (built on Windows clients, Microsoft Endpoint Manager, Windows Defender, AD GPO, and other tools) for issues through your investigations, incidents, analytical/monitoring tools, reports etc.
  • Resolve detected issues, providing guidance to and with assistance of 3rd and 2nd line colleagues, where appropriate.
  • Increase proactive issue detection capabilities through improving operational processes or establishing monitoring.
  • Stay up to date on product lifecycles and the changes they bring. Using this information, you work to keep environments updated and inform stakeholders of any change impacts.
  • Play a leading role in service introductions to pave the way for smooth service operations.
• Support incident management, request fulfillment and change management:
  • Solve complex and high-profile issues through in-depth knowledge and sound troubleshooting. You are able to examine workarounds, create action plans and deal with escalations appropriately.
  • Presentation of information in a clear and professional way to stakeholders internally as well as externally). Towards the customer specifically, you work to convey a capable and committed image.
  • Provide senior level advice to colleagues to assist in 3rd line troubleshooting.
  • Plan and execute medium to complex changes, making sure all details and impacts are accounted to minimize risk.

Secondary responsibilities

• Develop new operational processes or improvements on existing ones, to enhance our operational service.
• Contribute to knowledge management:
  • Keep relevant documentation and operating procedures updated.
  • Provide input for knowledge base articles.
• Assess product benefits, risks, etc. as participant in innovation projects, in support of
  portfolio development.

Skills/Experience

• At least 3-5 years of experience working in a customer support team on the relevant technologies and products.
• Possess excellent troubleshooting and analytical skills.
• Possess good communication skills that allow you to articulate issues and their analyses, solutions etc. in a clear way to colleagues and customers alike.
• Thorough knowledge of Windows 10/11 and endpoint technologies (eg. Microsoft Defender, AD Group Policies)
• Thorough knowledge of Microsoft Endpoint Manager:
  • Intune: Mobile device and application management functions and closely related technologies such as AutoPilot.
  • Microsoft Endpoint Configuration Manager: functionality such as software update deployment as well as components such as management points and the inner working thereof.
• General knowledge of PowerShell scripting.
• Experience working in an ITIL-based operations environment using ITSM toolsets such as ServiceNow.
• Willing to participate in on-call schedule.
• Proficient in English, German nice to have.

Nice to Have

• Microsoft Certifications:
  • M365 certified Modern Desktop Administrator Associate,
  • M365 certified Enterprise Administrator Expert.
• Working knowledge SQL server and SQL queries (in support of MECM).
• General knowledge of troubleshooting tools such as Windows debugger, Wireshark, Process Monitor.
• Experience supporting multiple customer environments at the same time.
• Experience with cross-functional working and working in an international environment.

What our client is offering

• Our client is committed to workplace diversity and provide an inclusive environment with equal opportunities for all employees.
• They partner with world class experts to bring you the latest in learning and development with training in leadership, technical and personal development.
• Our client believe you should be able to enjoy a healthy work-life balance, which is why we actively encourage flexible working arrangements and work from home.
• You’ll have the unique opportunity of being part of the team which establishes and develops our client operations in Romania while also being part of a great global environment.
• A labor contract under the Romanian legislation.
• 25 leave days.
• Meal tickets 20 RON/worked day.
• Medical insurance.
• 100 RON/month working from home expense.
• A 100% remote position.