Level Three Support Administrator

Job Title: Level 3 Support Administrator  

Job Summary:

The suitable candidate will join EY’s Global Mobile Platform team as a Level 3 Support Administrator with responsibility across EY’s Enterprise Mobility Management platform: Microsoft Intune.

In co-ordination with other IT teams and support functions, this position is responsible for Operations across a complex Intune MDM environment and managed mobile productivity apps.

As a Level 3 support engineer you will assist in troubleshooting of complex incidents, issues and problems, and perform change and release support across the platforms.

Day to day activities will include complex break fix through problem and incident management, deployment of applications, documentation, reporting, and some scope to implement change and fulfil service requests.

Essential Functions of the Job:

• Administration of the Microsoft Endpoint Management.  
• Assist in the development and maintenance of Intune policies and configurations to meet organizational compliance and security requirements.
• Enforce mobile device policies and procedures in the MDM Intune environment.
• Provide L3 technical support for issues related to Microsoft Intune, including device enrollment, configuration, policy management, and security.
• Work with Apple DEP and Android Enterprise.
• Provide guidance in supporting the Microsoft Intune environment, as well as the integration with third-party platforms.
• Be responsible for the enterprise-wide distribution of mobile applications as well as the establishment and ongoing upkeep of technical documentation.
• Experience with Microsoft Defender is preferred.
• Ability to adhere to and meet deliverables following strict service level agreements.
• Knowledge of mobile device hardware and software including iOS and Android platforms
• Troubleshoot complex problems that have escalated from L1 and L2 support teams, requiring in-depth analysis and resolution.
• Collaborate with Microsoft support and engineering teams for issue resolution when necessary.
• Perform root cause analysis on recurrent issues and provide long-term solutions to prevent future occurrences.
• Ability and desire to conduct research and resolve tickets from the end user community for mobile device issues and new products.
• Service Improvement & Automation of production operations.
• Request fulfilment, Incident, Problem, Change and Release Management
• Communicates with user, business and customer on progress in resolving calls, including setting accurate expectations on resolution.

Analytical/Decision Making Responsibilities:

• Sound analytical and problem-solving skills are required to manage multiple technical challenges from multiple issue or projects simultaneously.

Knowledge and Skills Requirements:

•  Advanced Troubleshooting of MDM Agent Installation and Configuration Issues
• Having Hands on Experience in Installation and configuration of at least one MDM product (Intune AirWatch, MobileIron, Maas360, XenMobile)
• Deep understanding of Azure Active Directory, Conditional Access and Microsoft 365 Suite.
• Experience with PowerShell scripting for Automation.
• Advanced Troubleshooting for Platform specific issues in Enrollment Agent and Active Sync configuration for iOS, Android Devices and Tablets
• Handling MDM Incident Tickets at all Severity levels and all type of Service Requests in Queue. Responsible for resolving issues arising out of Monitoring and Alerting for MDM services. Should be responsible for MDM Services log analysis from all MDM infrastructures and take appropriate actions.
•  Should have hands on Experience in configuring and troubleshooting Platform Specific (iOS, Android,) Device Management and Application Management Policies.
• Should have experience in all Device Configuration which includes Wi-Fi, VPN, Certificate Based Authentication, Azure AD, APNS Generation and Configuration, CA configuration in MDM Admin console and basic PowerShell script.
• Should have experience in Mobile Application Management configuration and troubleshooting which include Public/In-house Apps Publishing and Distribution, Volume Purchase Program, Appstore configuration and troubleshooting.
• Strong Analytical and problem-solving skills
• Excellent communication and leadership skills.

Supervision Responsibilities:

• No direct supervision responsibilities for this role

Other Requirements:

• Provide support in a follow the sun support model. Candidate will be required to operate in a follow the sun support model. This will require some flexibility around the working day
• Candidate may be required to perform complex changes during weekend change windows. Typically organized in advance and rotated throughout the team
• Some limited international travel may be required

Job Requirements:

Education:

• A degree in Computer Science or technology related discipline, or equivalent work experience required

Experience:

• Minimum of 5-10 years of IT experience IT technical support or an equivalent function

Certification / Skills

• Microsoft Intune Certification preferred.
• ITIL Foundation