L3 Support Engineer

AMS EMM - L3 Support

Must have skills

• Minimum 5+ Years of Experience in IT industry with excellent hands-on experience on Omnissa Workspace One Unified Endpoint Management (UEM) for managing iOS & Android mobile devices.
• Good knowledge of iOS & Android OS ecosystem and MDM (Mobile Devices Management) features.
• Candidate should be able to own and manage Workspace One tool with more than 80K mobile devices users including admin tasks like maintaining users, policies, profiles, apps, configs and rules.
• Good working experience in IT Infra services like networks/firewalls, vulnerabilities, certificates, active directory, scripting (shell scripting) etc.
• Having experience in managing Apple Business Manager, Microsoft Intune App and App Connect for individual applications.
• Ensure the systems are updated and secure by implementing necessary changes using ITSM processes that include patching, upgrades, testing.
• Maintain an up-to-date list in the workspace one tool including tasks like add new users/devices, delete the leavers, housekeeping etc.
• Ensure High availability of the system proactively and restore any disruption to services caused due to an incident within the defined SLA's and KPIs.
• Work on continuously improving the service and ensuring to follow appropriate problem management techniques and work on permanent fixes based on the RCAs.
• Having good exposure to work with third party vendors/ service providers to ensure minimum impact on the infrastructure
• Establish and maintain relationships with internal business users and external providers.
• Good experience with ITSM tools like ServiceNow and very good with following best practises in ITIL
• Candidate must have excellent communication skills and be a strong team player.
• Flexible with Multiple one-week on-call shifts distributed across the year.
• Keep current with industry regulations and emerging technologies.

Requirements

• Tertiary- or university degree in IT, Business and Information Systems Engineering or work experience.
• Solid know-how and experience in basic infrastructure, client/server technologies, databases, webservices, Windows Services, Azure Cloud and IT Security.
• Working knowledge in Linux Commands.
• Good experience with working on monitoring tools like Grafana, New Relic etc.
• Very good analytical and problem-solving skills.
• Right mindset to learn and understand how interfaces are working
• Fluent in English, German is an advantage.
• Flexible, able to work independently and under pressure.
• Good to have Omnissa Certified administrator and Omnissa Certified administrator - Workspace One ions.
• Team member should be able to work during Central European time (CET) hours.
• Good to have ITIL V3 or V4 foundation certifications.