Platform Engineer, End-User Services

Vanguard • Wayne, PA

3d • Hybrid

About The Position

The Operational Engineer is a senior technical contributor and operational SME responsible for advanced troubleshooting, service stability, and proactive health across the end‑user environment. This role serves as the escalation point for complex issues, owns service health telemetry, drives automation and preventive maintenance, and partners with Engineering and Tech Central to improve reliability, performance, and overall crew experience.

Requirements

• 5+ years in end‑user or workplace IT operations supporting Tier 2 or higher.
• Strong expertise with Microsoft 365, Microsoft Teams, Windows client, Intune, compliance, and patch/driver lifecycle management.
• Proficiency in PowerShell, log analysis, and troubleshooting tools (KQL, diagnostics, meeting quality analytics).
• Solid understanding of network fundamentals relevant to real-time communications (jitter, packet loss, QoS).
• Demonstrated ability to manage complex incidents, drive RCA, and implement preventive actions.

Nice To Haves

• Experience with Teams Rooms, SIP/SBC, or advanced UC troubleshooting.
• Familiarity with observability platforms such as Log Analytics, Endpoint Analytics, or Power BI.
• Experience with automation platforms (Intune Remediations, Azure Automation, API integrations).
• ITIL Foundation or Microsoft certifications (Endpoint Administrator, Teams Engineer).

Responsibilities

• Serve as the escalation point and primary technical resource for complex incidents involving collaboration, meeting quality, Windows/MAC client, and endpoint services, focusing on developing and implementing effective technical resolutions.
• Own monitoring dashboards, alerts, and telemetry; improve signal quality, reduce noise, and ensure actionable service health indicators.
• Execute proactive hygiene programs including patch/driver governance, baseline compliance, configuration drift remediation, and elimination of recurring issues.
• Build and maintain runbooks, scripts, automated remediations, and troubleshooting tools to streamline operations.
• Lead or contribute to problem management (RCA, permanent fixes, preventive actions).
• Partner across Tech Central and Engineering to publish high‑quality knowledge articles, deliver training, and shift-left routine work.
• Collaborate with engineering, security, and networking teams to resolve cross‑domain issues impacting user experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed