Workspace Analyst

We have an exciting opportunity for a Workspace Analyst to join our team in Hungary!

Role Purpose:

The suitable candidate for this role will play an important part in delivering 3rd line technical support for the endpoint management and Intune family areas. This support includes incident resolution, request fulfilment and change implementation.

The candidate will focus on the Intune product family, Windows and Mobile Device Management

support.

Team Purpose:

The team provides 2nd and 3rd line Workspace management activities for a large German customer in the areas of:

• Windows endpoint and mobile device management: update and software deployment, configuration management and operating system deployment.
• MS Intune product family management: maintenance and upgrading of Microsoft Configuration Manager (MCM), management of Intune.
• Software packaging: creation and maintenance of application packages Citrix virtual workplace: management of the Citrix platform.
• All Incidents and Requests are to be resolved within SLA as exceeding these would have impact on our customer’s ability to function as a business.

Primary Responsibilities:

• Manage and support customer environment built with Windows client Operating systems, Active Directory Group Policy, Microsoft Defender and the Microsoft Intune product family (Microsoft Configuration Manager / Intune) with patching, software deployment, compliance and configuration policies, etc.
• Respond to and resolve assigned incidents in addition to implementing requests and changes, ensuring appropriate actions are taken so that none of them exceed their SLA or cause unforeseen business impact.
• Update the customer and the ITSM ticket throughout the lifecycle of it.
• Liaise with the Service Desk, other Getronics resolver groups, the customer and vendors where needed, to resolve tickets.
• Comply with relevant customer and Getronics policies and procedures.
• Discuss any assigned tickets for which you need assistance with senior colleagues or management.
• When a ticket is in risk of breaching SLA, escalate to management.

Secondary responsibilities:

• Execute recurring operational activities according to prescribed schedules and procedures.
• Suggest improvements to operations and customer configuration based on handled tickets.
• Document issues and fixes in the Knowledge Management System.
• Actively keep your knowledge of the supported technologies up to date

What we expect from you:

• At least 3 years of experience working in a customer support team on the relevant technologies and products.
• Possess excellent troubleshooting and logical reasoning skills.
• Thorough knowledge of Windows 10/11 and endpoint related technologies (e.g. Microsoft Defender, Active Directory Group Policies, Active Directory, Microsoft Office suite, desktop / laptop technologies).

Thorough knowledge of Microsoft Intune product family:

• Intune : Mobile device and application management functions and closely related technologies such as AutoPilot.
• Microsoft Configuration Manager : functionality such as software update deployment as well as components such as management points and the inner working thereof.

Microsoft Certifications

• MD-100: Windows 10

• MD-101: Managing modern desktops

• Or MD-102: Endpoint Administrator

• Experienced in working in an ITIL-based operations environment using ITSM toolsets such as ServiceNow.

• Willing to participate in On-Call schedule and/or shifts (extended business hours).

• Flexible when emergencies occur.

• Proficiency in English.

• Bachelor’s degree in a relevant field.

About us

Getronics is a global leader in technology solutions with a team of over 4,000 colleagues in 22

centres, providing comprehensive end-to-end services across the globe. Our mission is to deliver and continually evolve reliable IT services and solutions to empower organisations to maximise their business potential.