Systems Integration Specialist

Overview

Responsibilities:Job Description:Systems integration Specialist - Level 3 About EPM: EPM delivers true end to end device management while optimizing the end-user experience and aligning with business goals. The EPM team works in multiple technologies i.e. SCCM, Intune, Altiris, Google ChromeBook, Mobile Device Management Solutions, Application Packaging, Image Engineering, and many more. End User Enablement LOB helps to meet users ever-increasing technology demands anytime and anywhere with services that improve workplace flexibility, enhance worker satisfaction and productivity, and streamline IT management. Position Summary: An MDM Engineer is responsible for all technical aspects of consulting, architecting, building, configuring, and supporting MDM environments to manage client mobility solutions. The successful Engineer, MDM must have proven capability to drive their work, collaborate with clients/customers to understand their business challenges and develop distinctive and innovative mobile solutions. As the Configuration Owner, the MDM Engineer will collaborate with the key partners to guarantee that the MDM tools are compliant with the management requirements of end user devices. And as a technical team member, it is expected that the Engineer will remain connected with industry partners and share relevant updates to the entire MDM team. Roles and Responsibilities: Assist in the deployment, configuration, and maintenance of MDM tools (Microsoft Intune, Airwatch, SOTI, WorkspaceOne, Apple Business Manager (ABM), MobileIron, JAMF Pro, IBM MaaS360, Samsung Knox, or something comparable). Consult, design, and document MDM environments for new and existing customers. Determine hardware, software, and resource requirements to implement and upgrade MDM environments based on current and forecasted Customer requirements. Participate in consult, design, build and test mobile client solutions as requested. Monitoring and maintaining of the customer's MDM environments by performing daily health checks to make sure the infra is error free. Provide support to end-users and address their Android, OS and MacOS device-related issues through incident management process. Creating and providing daily, weekly and adhoc reports as requested. Creating and deploying software packages, profiles, and policies. Collaborate with senior administrators on troubleshooting and resolving technical issues. Keep up to date with industry trends and best practices related to Apple device management. Contribute to documentation and knowledge sharing within the team. Develop and maintain Change Management processes for client environments. Provide technical guidance / support to internal depts (Sales, Service, Solutioning etc.) Serve as technical liaison to vendors for customer MDM environment support issues. Work directly with customers to troubleshoot, recreate, and/or resolve support issues related to Intune and similar technologies. Phone, email, and chat support for technical questions related to MDM products. Maintain and increase customer satisfaction and ensure retention. Occasionally be available for Support issues outside of normal business hours. Work cross departmentally as required to resolve customer issues. Other duties and special projects as assigned. Responding to customer inquiries and requests via phone, email, chat, or web portal. Diagnosing and resolving technical issues related to Intune, such as enrollment, policy, compliance, app protection, app deployment, reporting, and troubleshooting. Escalating complex or unresolved issues to the appropriate team or vendor. Identifying, diagnosing, and resolving complex issues in a timely and professional manner. Documenting and updating customer cases, interactions, feedback, and solutions in the support database/system. Following up with customers to ensure their satisfaction and Intune functionality. Participate in communities with peer delivery roles and develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness. Proficiency in using remote support tools, such as Microsoft Teams, Skype, or Zoom, to assist customers and provide guidance and demonstrations. Knowledge and Skill Requirement: Candidate should be proficient with different Mobile Device Management technologies. Primary skillset would be 9- 12 years of experience with excellent working understanding in Mobile device management tools Microsoft Intune, Airwatch, SOTI, WorkspaceOne, Apple Business Manager (ABM), MobileIron, JAMF, IBM MaaS360, Samsung Knox, or something comparable (Candidates with relevant certifications would be considered an add-on) In depth knowledge of configuring applications and device configurations, packaging them for deployment, and testing them using MDM platform, as well as configuring, assigning, and managing the relevant rights and scopes across MDM platforms. Good knowledge of Apple macOS operating system and familiarity with JAMF and Apple concepts (Certifications: JAMF 100 and Apple Certified Support Professional) Exposure to the deployment of mobile operating systems and applications in a large enterprise setting Overall experience in Mobile technologies related to mobile operating systems, features and solid functional knowledge for iOS, Android, BlackBerry, Windows Mobile. Extensive practical experience with Azure Conditional Access policies Troubleshoot and resolve any issues related to device enrolment and portal functionality. Stay updated with the latest features and updates of the Corporate Device Portals and implement them as necessary. Device provisioning and configuration, Device management and security Application management and support, Troubleshooting and issue resolution, User training and support. Azure Active Directory expertise for managing specific groups, adding/removing users/devices from groups, and using groups to possibly exempt users/devices from certain policies, or changing settings that are different than defaults. Intune Platform expertise for enrolment, troubleshooting of device enrolment issues, configuration policy, compliance policy, conditional access, update management, application management, Microsoft Remote Assist, Microsoft Guides, and Power Platform Expertise for internal MDM packaging and deployment, Apple Developer Account Management, application re-signing and public app store deployment, and Google Play console Account Management. Implement and manage Mobile Device Management solutions to enforce security policies, control access to corporate resources, and remotely manage mobile devices. Configure MDM settings for device encryption, app whitelisting, and remote wipe capabilities to enhance mobile security. Hands-on experience with enrolling Mac, Android, and iOS devices (Windows preferred) Proficient in setting up Autopilot programs. In-depth knowledge of end-to-end configurations, compliance, and conditional access policies. Design and implement device security policies, monitor, and analyze device health, performance, and security, taking appropriate actions to address issues. Excellent understanding of the workflow behind MDM and MAM policies. Excellent knowledge of device and user-based certificates Excellent understanding of certificates/tokens and their renewals for managing devices. Bash scripting language skills would be a plus. Maintain documentation of security policies, procedures, and security incidents. Prepare security reports and presentations for management, highlighting security issues, remediation efforts, and recommendations for improving mobile security posture. Working experience in the windows platform, imaging/configuration of devices would be a plus. Maintain expertise in multiple MDM platforms through continued technical and product training. Staying updated on MDM product updates, changes, and new features. Familiarity with networking concepts and protocols, such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi. Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces. Good understanding of Microsoft, Amazon, and Google cloud platforms Look for innovation and automation opportunities in existing procedures and, develop automated solutions where applicable. Communication and collaboration skills, including the ability to explain technical concepts in simple terms and work effectively with diverse and global teams. Exceptional problem-solving skills and the ability to work autonomously in a distributed team. Strong ability to analyze and resolve problems quickly and efficiently. Self-motivated with the ability to work with minimal supervision. Ability to meet tight deadlines and deliver a quality solution. Strong problem-solving skills and attention to detail. Experience in incident, change and problem management process. Very Good understanding of Change and Release Management. Knowledge of project management methodologies. Key Deliverables (KRA/Measure): Tasks should be delivered well within SLA. Deploying application packages, configuration, compliance, and security policies through different MDM platforms. Deployment and renewal of device and user-based certificates/tokens. Providing L3 support on incident resolution. Working on complex break fixes and providing solution quickly. Creation and maintenance of KB and SOP documents on regular basis. Identifies and implements process improvement opportunities. Job Specifications & Qualification: Should be B.Tech/B.E (Computer/IT), MCA or a related field is preferred. Shows flexibility / ownership & resilience. Excellent Communication Skills Ability to work within challenging environment with tight delivery timelines. Should be open to work 24/7 Understanding of the Business situation and capability to address issues. Excellent communication and interpersonal skills. Eagerness to learn and adapt to new technologies. A self-starter with the ability to work effectively in a team environment. Eligibility Criteria: Relevant Experience (Minimum total experience) 9 - 12 years Selection Process: Interview with Technical Panel and Manager (Hiring Manager) Location: EON, Kharadi Openings: 1 ( One) Process: EPM Reporting into: IT Systems Manager

Qualifications

Functional/Technical Skills