Job Summary

Application Deployment & Updating\\\\r\\\\n• Deploy approved applications through Microsoft Intune.\\\\r\\\\n• Monitor software deployment status and investigate installation failures.\\\\r\\\\n• Coordinate and execute application update and patching activities across managed endpoints.\\\\r\\\\n• Validate successful installation of software updates and remediation activities.\\\\r\\\\n• Assist with application packaging and testing for deployment.\\\\r\\\\n• Maintain application deployment documentation and installation procedures.\\\\r\\\\n• Work with software vendors and internal application owners to support update testing and rollout activities.\\\\r\\\\n• Identify software versions requiring updates to address functionality, security, or compliance requirements.\\\\r\\\\n• Provide Tier 1 and Tier 2 support for endpoint, application, and mobility-related issues.\\\\r\\\\n• Troubleshoot hardware, software, printing, and connectivity problems.\\\\r\\\\n• Resolve incidents and service requests within established service levels.\\\\r\\\\n• Escalate complex issues to senior specialists when required.\\\\r\\\\n• Create and maintain knowledge base articles and support documentation

Key Responsibilities

1. Provide Advanced Technical Support For Microsoft Vdi Solutions And Rdsh By Diagnosing And Resolving Complex Incidents, Ensuring Rapid Restoration Of Services While Adhering To Quality Standards And Slas.
2. Conduct Thorough Root Cause Analyses Of Escalated Incidents, Implementing Effective Solutions To Mitigate Technical And Security Issues, Thereby Enhancing System Reliability.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Delivering Training Sessions For New Team Members, And Coaching Analysts To Improve Team Performance.
4. Collaborate With Other Support Teams To Address Complex Tickets, Ensuring Seamless Operations, A Robust Security Posture, And Timely Resolution Of Incidents.
5. Strive For Positive Customer Experiences By Achieving First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Addressing Security Threats.

Skill Requirements

1. Advanced Proficiency In Microsoft Vdi Solutions And Rdsh.
2. Strong Understanding Of Windows Operating Systems And Touch Services.
3. Familiarity With Video And Telepresence Technologies.
4. Excellent Problem-Solving Skills And Analytical Thinking.
5. Ability To Communicate Effectively With Technical And Non-Technical Stakeholders.

Other Requirements

1. Microsoft Certified: Azure Administrator Associate (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)