Job title: SCCM/Intune Customer Engineer
Level: SME
Job Type: Full-time
Job Mode: Remote
Experience: 5 years experience / Mandarin Speaker Mandatory
Salary Range: RM15,000
Job Description
We are looking for an SCCM/Intune Customer Engineer to provide technical support for Microsoft Endpoint Configuration Manager (SCCM) and Microsoft Intune environments. This role focuses on assisting customers with request resolution, troubleshooting, and day-to-day operational support, helping ensure reliable endpoint management across on-premises and cloud-based devices.
Key Responsibilities
- Responsibilities include, but are not limited to, the following examples:
- Provide Tier 2 support to customers for technical requests related to SCCM and Intune environments.
- Proactively review customer concerns and provide recommendations to improve endpoint management, user experience, and policy compliance.
- Investigate and resolve requests related to:
- SCCM: application deployment, task sequences, driver packages, software update groups (SUGs), boundaries and boundary groups, distribution point health, and client push installation.
- Intune: device compliance policies, configuration profiles, app protection policies, Autopilot deployment profiles, and co-management setup.
- Support mobile device management (MDM) requests, including:
- Enrollment and management of iOS, Android, and Windows 10/11 devices.
- Mobile app deployment via Intune (store apps, LOB apps, and web links).
- Addressing customer requests related to enrollment challenges, access configurations, and policy enforcement across mobile platforms.
- Assist customers with transitioning workloads from SCCM to Intune, including Windows Update for Business, endpoint security, and app deployment.
- Analyze logs and diagnostics (e.g., CM Trace, Event Viewer, Intune troubleshooting blade, MDM Diagnostics Tool) to identify root causes and resolve requests efficiently.
- Provide clear, professional technical guidance to customers and internal teams, adjusting communication style based on audience and context.
- Document support requests, investigation steps, resolutions, and known best practices.
- Collaborate with engineering or escalation teams when advanced troubleshooting or deeper investigation is required.
Soft Skills & Presentation Skills
- Strong communication skills with the ability to translate complex technical topics into simple, customer-friendly language.
- Active listening and empathy when engaging with end users or customer teams.
- Adaptable and calm under pressure, especially when working with high-impact or time-sensitive support requests.
- Excellent time management, prioritization, and follow-through.
- Strong sense of ownership and accountability for customer experience and outcomes.
- Collaborative mindset with a willingness to work cross-functionally to drive resolution.
