Support Tech Engineer

Aretum is seeking a dedicated Support Tech Engineer to join our team. In this role, you will be instrumental in providing high-quality technical support to our clients and ensuring their systems operate effectively. You will serve as a critical point of contact for troubleshooting, diagnosing, and resolving technical issues.

Our ideal candidate is an individual with strong technical skills, excellent problem-solving abilities, and a passion for helping others. You will have the opportunity to work in a dynamic and fast-paced environment while developing your skills and advancing your career.

Key Responsibilities:

• Device and Application Management: Configure, manage, and deploy policies for mobile devices, tablets, and desktops via Microsoft Intune to ensure secure and reliable access to corporate applications. Implementing and managing endpoints at scale by using Microsoft Intune, Microsoft Intune Suite, application package creation and deployment/assignment, Windows Autopilot, Microsoft Copilot for Security, Microsoft Defender for Endpoint, Microsoft Entra ID, Azure Virtual Desktop, and Windows 365.

• Policy Development and Implementation: Develop and enforce security and compliance policies, including configuration profiles, app protection, device compliance policies, and conditional access. Manage and maintain Microsoft Intune and Autopilot services, including device enrollment, configuration, application deployment, and policy enforcement.
• Monitoring and Reporting: Monitor Intune, Entra and Defender performance and generate reports on device compliance, usage, security incidents, and operational efficiency. Create logs and alerts analyzing data using KQL (Kusto Query Language). Monitor and analyze security alerts and events generated by Microsoft Defender products, promptly responding to and escalating any potential issues or threats. 

• User Support and Troubleshooting: Provide support for Intune and Endpoint Manager, resolving technical issues related to MDM, device compliance issues, and security policies.  That includes Microsoft Defender products, including Microsoft Defender Antivirus, Microsoft Defender Advanced Threat Protection (ATP), and Microsoft Defender for Endpoint. 
• IT Documentation and Compliance: Document policies and procedures following the company documentation policies and change management processes. Maintaining documentation for compliance with frameworks such as ISO 9001, ISO 20000, ISO 27001, NIST, CMMI and CMMC ensuring IT service desk operations align with standards keeping up with licensing and auditing requirements.

Other Responsibilities

• Collaborate with other IT staff to ensure the smooth operation of the IT infrastructure. Develop and implement solutions for new or unknown issues.
• Assist in the installation, configuration, and maintenance of Microsoft Defender products across our organization's systems. Implementing solutions for efficient deployment and management of endpoints on various operating systems, platforms, and device types including MacOS.
• Conduct regular vulnerability assessments and penetration tests using Microsoft Defender tools to identify potential weaknesses and recommend remediation strategies.

• Provide support of our IT infrastructure, user onboarding, phone system, device preparation and imaging, user onboarding and conference rooms setup.
• Troubleshoot and resolve complex technical issues across various hardware, software, and network systems.
• Escalate and collaborate with internal teams or external vendors as needed to ensure timely issue resolution.
• Provide exceptional customer service to end-users, ensuring timely and professional communication throughout the incident resolution process.

• Analyze current service desk processes, identify areas for improvement, and implement solutions for increased efficiency.
• Develop, implement, and monitor key performance indicators (KPIs) to track service desk metrics and ensure adherence to service-level agreements (SLAs).

Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related field or equivalent experience.
• 3 – 5 years of proven experience in an IT Service Desk management or supervisory role.
• Minimum of 2 years of directly relevant experience in IT support, with a focus on Intune user management, Mobile application management, device/profile management, company resources management, conditional access and software update management, Data Loss Prevention, Log Analytics, Entra, Defender, and Purview.
• Proficiency in PowerShell scripting for automation and management.
• Relevant certifications in Microsoft and other technologies are a plus.
• This role is ideal for an individual looking to take on challenging technical issues and contribute to the overall success of the IT team.

Partner with business stakeholders to understand their needs and ensure IT Service Desk services effectively support core business processes.

Participate in system evaluations and migrations, providing user experience and support considerations during the planning and execution phases.

Leverage Atlassian products to streamline service desk operations and improve process efficiency.