Senior Customer Engineer

SCCM/Intune Customer Engineer – Job Description

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.