Technical Specialist

Position Overview

The Technical Specialist plays a crucial role in providing advanced technical support across the Modern Workplace function. This includes handling day-to-day incidents, service requests, change requests, and project activities related to endpoint management, collaboration, and end-user productivity services. The ideal candidate will demonstrate strong capabilities in endpoint management using Microsoft Intune and will be instrumental in enhancing operational efficiency.

The benefits for this role can be found here

Hybrid working

We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

Responsibilities

• Manage and maintain endpoint management configurations primarily via Microsoft Intune, including device enrolment restrictions, compliance policies, configuration profiles, update rings, and app protection policies (MAM) for iOS/Android.
• Package, deploy, and troubleshoot applications via Intune, including Win32 apps, Microsoft Store apps, and mobile apps.
• Support Windows provisioning and onboarding activities, including Autopilot.
• Identify trends and implement remediation for issues such as enrolment failures and policy conflicts.
• Maintain accurate documentation and knowledge articles related to endpoint management.
• Provide timely resolutions to technical issues raised by customers through support tickets.
• Track and update all tickets in the ticketing system with accurate information.
• Assess and implement change requests according to customer requirements.
• Participate in or lead technical projects involving system implementations, upgrades, or migrations.
• Exhibit excellent verbal communication skills to effectively interact with customers and stakeholders.
• Document technical procedures and solutions in an easily understandable manner.
• Demonstrate exceptional analytical skills to troubleshoot complex technical issues.
• Stay current with industry trends and continuously seek opportunities for skill enhancement.
• Foster positive communication within the operations team and share knowledge openly.
• Mentor junior team members to support their professional development.
• Maintain a customer-centric approach to ensure technical support aligns with customer needs.
• Build strong relationships with customers through proactive communication.
• Take ownership of incidents or requests and manage them professionally through to resolution or escalation.
• Ensure Service Level Agreements (SLAs) are consistently met.
• Identify areas for process improvement and contribute to best practices for service delivery.
• Participate in team meetings and training sessions to drive improvement initiatives.
• Contribute actively as a team member to achieve personal and team objectives.
• Undertake any other tasks assigned by management.

Qualifications And Experience

• Proven technology industry experience providing support at a 3rd Line Level.
• Excellent written and verbal communication skills.
• Ability to use initiative and creativity to solve challenging issues.

Experience Supporting

• Endpoint management using Microsoft Intune (device enrolment, compliance, application deployment, troubleshooting).
• Windows 11 endpoint management and patching.
• Mobile devices (Android and iOS).
• Microsoft 365 services (Teams, SharePoint, OneDrive).
• Microsoft Exchange Online (basic mailbox awareness).

We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

We are the tech company with people at heart.

Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.