Principal Engineer (IT) állás Budapest

Cégleírás / Organisation / Department

Our client is a global ICT Services provider company, their portfolio includes Workspace, Applications, Unified Communications, Data Centre, Cloud, Consulting, Partner Technology, Managed Services and Security.

The team provides 2nd and 3rd line Workspace management activities for a large German customer in the areas of:

• Windows endpoint and mobile device management: update and software deployment, configuration management and operating system deployment.
• Microsoft 365 service components management, with a focus on Microsoft Defender.
• MS Intune product family management: maintenance and upgrading of Microsoft Configuration Manager (MCM), management of Intune. The environment is enhanced by using SoftwareCentral as a front-end for ease of use.
• Software packaging: creation and maintenance of application packages
• Citrix virtual workplace: management of the Citrix platform.

All Incidents and Requests are to be resolved within SLA as exceeding these would have impact on our customer’s ability to function as a business.

Elvárások / Requirements

In this position you are required to possess the following:

• 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 related technologies (e.g. Microsoft Defender, Active Directory Group Policies, Active Directory, Microsoft Office suite, desktop / laptop technologies).
• Thorough knowledge of Microsoft Intune product family:
  • Microsoft Configuration Manager: functionality such as software update deployment as well as components such as management points and the inner working thereof.
  • Intune: Mobile device and application management functions and closely related technologies such as AutoPilot.
• Microsoft Certifications 
  • MD-100: Windows 10
  • MD-101: Managing modern desktops
  • Or MD-102: Endpoint Administrator
• Experience with PowerShell scripting in supporting the relevant technologies and products.
• Experienced in working in an ITIL-based operations environment using ITSM toolsets such as ServiceNow.
• Willing to participate in On-Call schedule or shifts (extended business hours).
• Flexible when emergencies occur.
• Proficiency in English.

Nice to Have:

• Microsoft Certifications 
• MS-100: Microsoft 365 Identity and Services
• MS-101: Microsoft 35 Mobility and Security
• Or MS-102: Microsoft 365 Administrator
• Knowledge of SoftwareCentral.
• Knowledge of M365: experience supporting and troubleshooting with a focus on Microsoft Defender.
• Knowledge of Citrix virtualization products.
• Knowledge of macOS.
• Experience supporting multiple customer environments simultaneously.
• Experience working in an international environment.
• Proficiency in German.

Amit kínálunk / Offer

Primary Responsibilities:

• Contribute to delivering optimized environments:

• Continually analyse customer technical environment (built with Windows client Operating systems, Active Directory Group Policy, Microsoft Defender, SoftwareCentral and the Microsoft Intune product family (Microsoft Configuration Manager / Intune)) for issues through 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 enhancing 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 changes 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 for in order to minimize risk.

• Coordinate with the architect, customer service engineer and release manager to ensure a consistent, shared internal view on the customer environment and highlight any issues, opportunities and operational activities where needed.

Secondary responsibilities:

• Develop new operational processes or improvements to existing ones, to enhance our operational service.

• Contribute to knowledge management:

• Keep relevant documentation and operating procedures updated.
• Provide input for knowledge base articles.

• Contribute to the larger Principal engineer team to share knowledge and experience, with those supporting other customers.
• Assess product benefits, risks, etc. as participant in an innovation exercise, in support of potential customer requests.
• To cover operational responsibilities of the Team Leader in times of their absence.

Kapcsolattartó / Information

• Wide range of professional courses in the in-house University program
• Opportunity for career development
• Competitive compensation package
• Flexibility in home office