System Engineer - Intune AD Admin

Firstnet Global•Atlanta, GA

About The Position

The System Engineer supports endpoint management and IT operations, with a focus on Microsoft Intune Endpoint Manager, Azure, Microsoft Entra ID, and Active Directory. The role builds and delivers application packages, administers mobile devices and laptops, and maintains reliable endpoint configuration and operation. The position serves as an escalation point for endpoint requests and incidents, coordinates urgent and complicated support issues, and develops escalation methodologies and processes. It also advises management about escalated incidents and trends, recommends solutions or system enhancements, and maintains an effective framework for improving organizational IT support. The engineer trains and mentors support staff, creates and documents training materials and knowledge articles, interacts with internal and external customers, and provides KPI and trend reporting weekly, monthly, and as needed. The work also includes supporting Microsoft 365 products, Windows systems, peripherals, network copiers, and video-conference equipment.

Requirements

Bachelor’s degree in a related field and three years of progressively responsible professional analyst and systems experience in a large-scale IT environment, or an equivalent combination of education and experience sufficient to perform the essential duties.
Required experience with Intune Endpoint Management, Azure Microsoft Entra ID, Azure administration, and Active Directory.
Three years of experience maintaining, configuring, and reliably operating endpoint systems using Microsoft Intune, Azure AD, and Microsoft Endpoint Configuration Manager.
Three years of experience supporting, installing, and troubleshooting Microsoft 365 mainstream products, including Microsoft Teams, Teams Premium, and New Outlook.
Three years of experience supporting and troubleshooting Microsoft Intune and Endpoint Configuration Manager.
Three years of experience with Windows 10/11, Windows Server 2012–2019, Microsoft 365, Microsoft Azure, and Microsoft Teams.
Three years of experience supporting computer peripherals, network copiers, and video-conference equipment.
Strong verbal and written communication, customer service, and interpersonal skills.
Ability to prioritize and assign work.
Strong troubleshooting, critical-thinking, diagnostic, and problem-solving skills.
Knowledge of inventory management principles, networking, and network routing over Ethernet and Wi-Fi.
Ability to analyze processes, information, and data and recommend solutions.
Knowledge of Windows system administration, Microsoft Active Directory 2012 or later, and networking topology.
Knowledge of laptop, desktop, and mobile-device hardware, operating systems, software, and peripherals.

Nice To Haves

PowerShell scripting and proficiency with PowerShell.
Experience with basic network troubleshooting, diagnostics, and repair.
Experience providing day-to-day troubleshooting, diagnostics, and support for laptops, printers, and similar equipment.
Security and patch-management experience.
Experience with the ServiceNow ticketing system, San Diego version or later.
Windows 11 operating-system experience.
Microsoft 365 support experience, including M365 Copilot, Copilot Chat, and Teams administration.
Experience with Microsoft Intune and Endpoint Configuration Manager.
Hands-on experience with hardware and software infrastructure tools.
Knowledge of Windows Server 2012–2019, Microsoft 365, Microsoft Azure, and Microsoft Teams.
Application and software installation and troubleshooting experience.
Experience supporting computer peripherals, network copiers, and video-conference equipment.

Responsibilities

Build and deliver application packages for Intune Endpoint Manager.
Administer and manage mobile devices and laptops.
Manage and coordinate urgent and complicated support issues.
Act as an escalation point for endpoint-device requests and incidents.
Develop escalation methodologies and processes to support proper escalation and information flow.
Administer Azure and the Azure Admin portal.
Train, coach, and mentor support staff.
Build, edit, publish, and document support-staff training materials, including video documentation.
Interact with internal and external customers.
Provide KPI and trend data and reporting weekly, monthly, and as needed.
Maintain a framework for managing and improving customer IT support.
Advise management on escalated incidents and identified trends.
Recommend solutions that may require additional client support or system enhancements.
Provide maintenance, configuration, and reliable operation of endpoint systems using Microsoft Intune, Azure AD, and Microsoft Endpoint Configuration Manager.
Support, install, and troubleshoot Microsoft 365 products, including Microsoft Teams, Teams Premium, and New Outlook.
Support computer peripherals, network copiers, and video-conference equipment.
Troubleshoot and support laptops, printers, desktops, mobile devices, and related hardware and software.
Create and update documentation and knowledge articles.