Infrastructure Cloud Engineer

Infrastructure Cloud Engineer

Responsibilities

The Opportunity:

We have a newly created position for a WorkspaceONE Engineer to join our team.

This role presents a great opportunity to learn more about the Microsoft ecosystem, work within a global team of managed services technologists and learn from the best!

The Role:

Working incidents/service requests in the WorkspaceONE domain, the Engineer will be responsible for day-to-day client interaction and will remotely assist the greater shared service team. Key responsibilities include:

1. Act as a technical advisor to the client.
2. Assist the CSM (Customer Success Manager) and Problem Management team in the root cause analysis process and technical corrective actions.
3. Responsible for driving technical innovation and collaborating with CSMs to deliver advisory service.
4. Provide weekly technical data for service delivery reports.
5. Be available for any on-call client critical issues.
6. Assist the problem management process for all assigned clients.
7. Identify and contribute to technical Continual Service Improvement (CSI) initiatives.
8. Support operations for Change management and validation post-implementation.
9. Provide inputs to CSM on risk and issue management for the client environment.

You are:

1. Passionate about impeccable service delivery and have a proactive and collaborative approach to clients/customers.
2. Excited by the impact technology can have.
3. Motivated, results-focused, and committed to excellence.
4. Organized with great prioritization and time management skills.
5. A good communicator, with an ability to discuss technical topics with both technical and non-technical audiences.
6. Capable of thriving in a structured and process-oriented environment, but you enjoy change and can adapt.
7. ITIL experience is beneficial.
8. Technically well-versed in supporting users in WorkspaceONE.

Technical Requirements:

1. WorkspaceONE knowledge.
2. Manage new device enrollment and configuration.
3. New application setup and deployment.
4. Application upgrades.
5. WiFi profile creation and deployment.
6. Deploy OS upgrades.
7. Deploy Security patch upgrades.
8. Compliancy policy requests.
9. Console/Admin Experience.
10. Manage intakes.
11. Create, manage, and activate relay servers.