Job details

Intune Specialist, Sr

POSITION SUMMARY:

The IT Specialist, Sr. will act as support escalation engineer to our lower tier support groups. When lower tier groups receive a ticket they will work with the user to resolve the issue. If they are unable to resolve the problem they will escalate the ticket to the next level. The Senior engineer will work on the ticket and look to resolve the issue. If the issue is more severe in nature they will be required to escalate the issue to the vendor and work with the vendor to further troubleshoot the problem. The role requires strong cooperation with the platform architects to ensure that the problem is solved in the fastest possible time.

MAIN JOB RESPONSIBILITIES:

Handle all tickets escalated to our L3 team
Troubleshooting Egnyte or other similar file sharing tools
Restore accidentally deleted files by users
Coordinate data migration as required
Guide customers regarding best practice Egnyte usage
Update the Egnyte microsite with new information as needed
Create and update kb articles
Work with communication team when new features are being introduced
Coordinate platform changes down to L2 team
Onboard new users on Egnyte as needed
Run audit reports in order to determine and resolve escalated issues

BASIC JOB REQUIREMENTS:

Excellent knowledge of MS Operating Systems, Active Directory, Cloud Technologies and network infrastructure
Understanding of Software Deployments, SCCM, Troubleshoot Windows Performance Issues a plus
At least 4 years of experience in a cross-cultural, multi-national environment (through projects or an operational role), but will also consider applicants with equivalent level of knowledge or experience
Strong work management, organization, and planning skills, based on an understanding of relevant processes and business needs
Strong ability to communicate effectively (oral & written)
Displays tact, patience and the ability to handle stressful situations
Reliable and cooperative team player; displays consideration and respect for others, ability to earn the respect of peers and subordinates
Excellent customer service even during tough situations
Attention to detail, well organized, and able to set priorities
Ability to respect all BCG information as personal and confidential
Ability to work independently in absence of daily supervision, exercising sound judgment and initiative
Ability to perform successfully in a fast-paced, intellectually intense, service-oriented multicultural environment
Some meetings or conference calls outside regular working hours
Fluent written and spoken English language skills