Information Technology Support Technician
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Job Description
User Support Technician: Role Summary: Responsible for providing advanced technical support and engineering services for the Digital Workplace environment, including Windows 11, Microsoft 365, endpoint management, identity, and access management. The role focuses on complex incident resolution, automation, AI-enabled support, technical changes, and continuous service improvement.
Key Responsibilities
• Provide advanced L2/L3 support for Windows 11, Microsoft 365, endpoints, and workplace applications.
• Troubleshoot Microsoft Intune issues involving device enrolment, configuration, compliance, and application deployment.
• Investigate Microsoft Entra ID issues related to authentication, access, Conditional Access, and device registration.
• Analyse, test, deploy, and troubleshoot Group Policy changes and Active Directory issues.
• Develop PowerShell scripts and Microsoft Graph automations to improve operational efficiency.
• Identify and implement AI-enabled solutions for incident analysis, knowledge management, and self-service, following security and governance requirements.
• Support technical changes, migrations, deployments, and complex incidents in collaboration with Infrastructure, Security, Network, and Application teams.
• Manage incidents, service requests, escalations, and problem management activities in line with SLAs.
• Maintain technical documentation, knowledge articles, and operational procedures.
• Identify recurring issues, perform root-cause analysis, and recommend sustainable improvements. Required Skills and
Experience:
• 8–10 years of experience in enterprise IT support or Digital Workplace engineering.
• Strong expertise in Windows 11, Microsoft 365, Active Directory, Group Policy, Microsoft Intune, and Microsoft Entra ID.
• Experience with Microsoft Configuration Manager (SCCM) and enterprise ITSM tools such as ServiceNow.
• Proficiency in PowerShell scripting and familiarity with Microsoft Graph and workflow automation.
• Strong troubleshooting, incident management, problem management, and change coordination skills.
• Understanding of endpoint architecture, authentication, networking, and infrastructure dependencies.
• Excellent communication, stakeholder coordination, documentation, and customer service skills.
• Ability to work independently, collaborate across teams, and coach junior colleagues. Additional
Requirements:
• Fluent English; French and/or Dutch is an advantage.
• Flexibility to provide onsite support when required.
• Interest in AI-assisted support, endpoint analytics, automation, and emerging workplace technologies.
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