JOB DESCRIPTION
Job Description EUDM Infra Ops Engineer
- Responsible for the customer support experience with Insight
- Own, troubleshoot and resolve customer technical issues, using collaboration, troubleshooting best practices within and across teams
- Responsible for day-to-day management and maintenance of an enterprise-wide Microsoft Endpoint Configuration Manager (MECM) / SCCM system.
- Build and maintain deployments and collections using MECM / SCCM.
- Packages and maintains applications for distribution to desktops and servers as required and supports associated application catalogs.
- Collection and query creation and management
- Manage and deploy Microsoft and 3rd party application patches as well as driver updates to client machines and servers throughout the enterprise.
- Creates and manages operating system images for different makes / models of hardware using Microsoft Endpoint Configuration Manager (MECM) / SCCM, for both deployment and upgrades.
- Plan and coordinate deployments to all endpoints enterprise-wide.
- Perform upgrades to the SCCM / MECM infrastructure.
- Expertise identifying, troubleshooting and diagnosing SCCM/Azure/MEMCM logging connections and issues.
- Analyze and troubleshoot performance issues of the SCCM / MECM infrastructure.
- Troubleshoot image deployment issues and failures.
- Troubleshoot patch deployment, compliance, and application deployment issues.
- Custom report creation.
- Liaise effectively with 3rd party suppliers and support providers to ensure issues and solutions are provided within expected service levels.
- Provide training and act as a point of escalation for the Service Desk and supporting team members.
- Recommend areas where existing policies and procedures require change or where new ones need to be developed
- Create supporting documentation for various audiences
- Act as the primary remote technical contact, providing customer visibility, advanced technical support and problem resolution for corporate customers, including issues raised to the highest levels of support
- Provide assistance, knowledge sharing, technical coaching and mentoring within team
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
- This position is designed to work as directed by the manager of EUDM. EUDM Senior InfraOps Engineer is expected to maintain or exceed service metrics set by the EUDM leadership
Qualifications and Experience
Required
- Minimum 5 years of experience in design, installation, and maintenance of Microsoft Systems Center Configuration Manager (SCCM) / Microsoft Endpoint Configuration Manager (MECM) in an enterprise environment
- Minimum 5 years of experience providing IT administration and/or engineering services managing Windows Desktops and Servers (Windows 10/11 & Server 2012 R2 - Server 2022)
- Proven experience within a distributed environment of at least 5000 workstations and/or servers
- Expertise in SCCM (capturing images (.WIM), creating packages, advertisements, task sequences, operating system deployment (OSD) and queries).
- Ability to troubleshoot application installations and related end user issues
- Excellent process-oriented skills with regards to configuration management and troubleshooting within a complex enterprise environment
- Experience managing small projects and leading initiatives with minimal direction throughout the project lifecycle
- A passion for providing world class customer service
- Awareness of corporate environments and their business requirements
- Works well in a team environment, also comfortable being an individual contributor
- Fluency - Spoken and written English (including technical writing)
- Strong collaboration and communication skills with cross-team problem solving abilities
- Good understanding of ITIL/IT Service Management
Strongly Preferred
- Experience with Cloud based technologies such as Microsoft Autopilot, Cloud Management Gateway, and MECM Co-Management
- Experience with Intune/Autopilot end point device configuration and app deployment
- Experience with scripting in PowerShell
- Strong understanding of Active Directory, particularly with implementing and troubleshooting of Group Policy Objects (GPOs)
- Meaningful experience with Microsoft enterprise software product offerings
- Familiarity with O365 technologies and deployment methods
- Working knowledge of networking technologies
Desirable
- Strong knowledge of other Microsoft and associated technologies
- Experience supporting commercial 365 and Azure environments.
- VDI / WVD Management and Administration
- Basic SQL Server Administration concepts
- Active certifications (SCCM, MCSE, M
- Microsoft 365, Azure, Windows Server, ITIL v.4, etc
- Primary Duties and Key Responsibilities:
- Expert knowledge and hands on experience with Configuration Manager
- Recommending and implementing policies and standards and ensuring adherence to security procedures
- Provide mentoring and coaching to team members
- Provides technical leadership to project teams
- Responsible for writing and maintaining procedural and design documentation
- Transition Workloads from CM to Intune
- Windows OS Lifecycle Management
- Windows SaaS process improvements
- Device as a Service process improvements
Skills
- Excellent people and management communication skills
- Expert knowledge of Microsoft SCCM (CM / Intune)
- Proficient at making analytical decisions
- With required degree: 3 years technical and enterprise desktop systems support
- Without required degree: 5 years technical and enterprise desktop systems support
- Extensive knowledge and/or prior experience with standard software package and patch deployment methodologies, under standard change control processes within large size corporations.
PRIMARY LOCATION
Central Tech Unit Plymouth MI