Platform Engineer, Specialist

The Vanguard Group•Wayne, PA

1d•Hybrid

About The Position

The Platform Engineer is a senior customer‑facing technical troubleshooter responsible for restoring service quickly, resolving complex incidents, and delivering a high‑quality support experience across the end user environment. This role focuses on real‑time incident resolution, deep technical troubleshooting, and clear customer communication while leveraging enterprise tooling and ITIL best practices. Engineers stabilize services, reduce user impact, and provide strong incident handoff and documentation to enable problem management and long‑term fixes.

Requirements

4+ years of experience supporting end user or workplace IT services in an operational, customer‑facing role.
Strong hands‑on experience with Microsoft 365, Microsoft Teams, Windows 11 and Windows 10, and enterprise endpoint troubleshooting.
Working knowledge of Intune, device compliance, policy impacts, and Windows 11 deployment fundamentals.
Experience using enterprise monitoring and diagnostics tools such as SysTrack, Splunk, ZDX, or similar platforms.
Solid understanding of ITIL concepts including incident management, escalation, prioritization, and service restoration.
Strong troubleshooting skills across hardware, OS, applications, and collaboration services.
Excellent written and verbal communication skills, with the ability to explain technical issues clearly to end users.

Nice To Haves

Experience supporting collaboration and meeting quality issues (audio, video, performance, connectivity).
Familiarity with log analysis, performance metrics, and telemetry‑driven troubleshooting.
Exposure to automation, scripted fixes, or standardized remediation processes.
ITIL Foundation or Microsoft certifications related to endpoint or collaboration technologies.

Responsibilities

Serve as the primary responder and owner for complex end user incidents, focusing on rapid service restoration and minimizing customer impact.
Perform advanced troubleshooting across Office 365, Microsoft Teams, Windows 11/Windows 10, and a broad portfolio of enterprise applications.
Use observability and diagnostics tools (SysTrack, Splunk, ZDX, logs, telemetry) to isolate issues related to performance, connectivity, device health, and user experience.
Execute one‑call resolution whenever possible through strong technical depth, structured troubleshooting, and effective customer interaction.
Diagnose and resolve endpoint issues related to Windows builds, Intune policies, application deployments, patching, drivers, and configuration changes.
Actively manage incidents in ServiceNow, ensuring accurate categorization, impact assessment, documentation, and timely updates aligned to ITIL standards.
Identify repeat issues, trends, or systemic risks and escalate them with high‑quality evidence and documentation to S3 for problem management.
Collaborate with peer engineers, Tech Central, and partner teams to resolve cross‑domain incidents involving endpoint, collaboration, networking, or identity dependencies.
Contribute to runbooks, knowledge articles, and troubleshooting guides to improve consistency and reduce future incident volume.
Maintain a strong customer experience by clearly explaining issues, setting expectations, and ensuring users are confident in the resolution.