- 5-8 years of experience in SCCM/MECM and Windows endpoint management, with the ability to diagnose and resolve Level 1 and Level 2 incidents
- Experienced in managing ServiceNow (SNOW) tickets and performing client remediation for SCCM
- Capable of handling operational tasks and basic problem management while collaborating with cross-functional services such as Incident & Change Management
- Provides 2nd line diagnosis of incidents and service requests, implementing solutions related to SCCM/MECM
- The ideal candidate should have solid troubleshooting skills and excellent communication abilities
- They should also be able to promptly escalate incidents to 3rd line support
- Proficient in accessing software updates, drivers, knowledge bases,
and FAQs to aid problem resolution and updating the knowledge base with new fixes
- Experience in performing preventative maintenance, including workstation checks and housekeeping
- Responsible for Problem Management related to SCCM testing and deployment, and preparing Problem Management reports on a weekly and monthly basis
- Excellent written and verbal communication skills are required