Intune Specialist, Sr

Job Description: As the IT Specialist, Sr., you will serve as a support escalation engineer for the lower tier support groups. Your primary responsibility will be to assist in resolving user issues that are escalated to your team. In cases where the problem cannot be resolved at your level, you will escalate the ticket to the next level or to the vendor. Collaboration with platform architects is crucial to ensure timely issue resolution. Key Responsibilities: - Handle all tickets escalated to the L3 team - Troubleshoot Egnyte or similar file sharing tools - Restore accidentally deleted files by users - Coordinate data migration when necessary - Provide guidance to customers on best practices for Egnyte usage - Update the Egnyte microsite with relevant information - Create and maintain knowledge base articles - Collaborate with the communication team during the introduction of new features - Coordinate platform changes for the L2 team - Assist in onboarding new users on Egnyte - Run audit reports to identify and resolve escalated issues Qualifications Required: - Excellent knowledge of MS Operating Systems, Active Directory, Cloud Technologies, and network infrastructure - Understanding of Software Deployments, SCCM, and ability to troubleshoot Windows Performance Issues is a plus - Minimum of 4 years of experience in a cross-cultural, multi-national environment or equivalent - Strong work management, organization, and planning skills - Effective communication skills (oral & written) - Ability to handle stressful situations with tact and patience - Team player with respect for peers and subordinates - Commitment to excellent customer service - Attention to detail, organization, and prioritization - Ability to maintain confidentiality of information - Self-motivated with sound judgment and initiative - Capable of thriving in a fast-paced, service-oriented multicultural environment - Willingness to participate in meetings or conference calls outside regular working hours - Fluent in written and spoken English,