SCCM/Intune Customer Engineer

SCCM/Intune Customer Engineer ( Mandarin language is mandatory along with skill sets)

We are looking for a 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., CMTrace, Event Viewer, Intune troubleshooting blade, MDMDiagnosticsTool) 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.

Regards,

Talent Acquisition Team

Sonata Software