Senior Product Support Engineer

As a Product Support Engineer II, you will join the Corporate Technology team and collaborate with project managers, business stakeholders, Technology Risk personnel, and developers to design and optimize processes for collecting and validating technology asset data throughout the enterprise. Your responsibilities will include supporting the creation and ongoing management of workflows and procedures that enable efficient data capture, integration, processing, as well as exception and approvals administration. What you will do: Use MECM/SCCM and/or Microsoft Intune to oversee desktop-class devices across an enterprise exceeding 10,000 endpoints. Demonstrate knowledge of MECM/SCCM collections for both user and device management, image deployment, compliance rules, software applications, and software updates. Experience in managing devices using Microsoft Intune, as well as working with LAPS, Bitlocker, Defender, device enrollment, and building configuration policies Strong knowledge of Autopilot deployment and enrollment methodologies. Assess program compatibility with existing hardware and software features. Prepare, submit, and manage application change requests through the ITIL Change Management and approval process. Understand UAC handling for rights elevation associated with software installations and upgrades. Utilize Privileged Access Management (PAM) software regarding admin rights elevation. Troubleshoot Level 2/3 application and operating system support issues for end users. Support end users with software solution implementation. Participate in an off-hours emergency pager rotation. What we need from you: Bachelor’s degree in computer science, Information Systems or related fields; or equivalent experience A minimum of 3 years working with SCCM/MECM/Intune A minimum of 3 years prior work experience in a product support or infrastructure support role A minimum of 2 years of experience managing Office 365, Teams, and Intune A minimum of 2 years of experience with Windows server administration Working knowledge of Azure infrastructure setup and support Strong knowledge of PowerShell scripting Strong knowledge of Active Directory Group Policy Strong knowledge of Intune Autopilot Proficient in desktop operating systems and infrastructure Familiarity with patching methods Knowledge of application whitelisting/blacklisting and information security Experience with macOS Skilled in creating and maintaining IT documentation Experience in large enterprise networks Strong analytical and independent problem-solving skills Excellent troubleshooting and decision-making abilities What we would like from you: Highly motivated and self-directed with excellent interpersonal, vocal, and written communication skills Ability to prioritize workload and multi-task between projects Strong analytical and problem-solving skills Experience working in and contributing to a team-oriented and collaborative environment