Job description:

Description:\\r\\nSupport for web browsers technologies used at SAP and Windows 11 operating systems. \\r\\nWe need a curious and passionate specialist that helps to dive into our environment and help to manage our clients. \\r\\n\\r\\nArea of responsibility:\\r\\n Create and update baseline settings documentation for all browsers across all platforms\\r\\n Meeting with lines of Business / program managers and stakeholders (e.g., application services)\\r\\n Be able to maintain Intune CSP and inform management and key stakeholders before changes are deployed\\r\\n SPOC for level 3 related to requests/questions\\r\\n Handle ServiceNow support tickets from the end-users\\r\\n Create Knowledge Base articles for the web browsers topics\\r\\n Create and update baseline settings documentation for all browsers across all platforms\\r\\n Collaborate with Packaging Team on delivery for browser frontend technologies at SAP\\r\\n Be able to maintain Intune CSP and inform management and key stakeholders before changes are deployed\\r\\n Troubleshoot Windows 11 technical problems at a solid level \\r\\n Open advisory and incidents tickets with the vendors\\r\\n\\r\\nTechnical requirements:\\r\\n\\r\\n Good understanding of web browser technologies (MS Edge, Chrome, Safari, etc) on Windows, MAC and Linux operating systems\\r\\n Knowledge of Microsoft Endpoint Manager (MEM) with focus on Intune, including basic knowledge of Autopilot process\\r\\n MEM Win32 applications fundamentals \\r\\n Azure Active Directory fundamentals \\r\\n PowerShell scripting skills\\r\\n\\r\\nPre-requisites:\\r\\nExperience Level: L3\\r\\nSkillset:\\r\\n More than 2 years of experience in IT \\r\\n Good knowledge in the Web Browsers technology and their settings/policies.\\r\\n Be able to search for technical information and solutions on the web and understand them before implementing in Intune/ PS Script + Registry.\\r\\n Able to work independently, keep the tasks on track and be ready to bring updates during regular calls.\\r\\n\\r\\nEducation:\\r\\n Bachelor\\'s Degree in Computer Science / Information Technology / Engineering or similar\\r\\n Desirable professional education or equivalent certification (e.g., Windows 11 / Windows 10, Microsoft Azure)

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases