DaaS Technical Lead

Job Responsibilities

• Provide L2 technical support and advice to users on systems-related issues or queries
• Perform administration/maintenance and works toward continuous optimization of systems performance related to Microsoft 365 & MDM product e.g. Intune, Jamf Pro / School
• May need to be on standby with on-call availability with varied shifts including nights, weekends and holidays during critical cutover or L1 incident management

· Provide technical support for multiple customer environments on End User Devices operations

· Provide support for Windows / Apple / Android & Chromebook operating systems (OS), end-users software and applications

• Develop and maintain technical documentation related to design, UAT, configuration, usage, troubleshooting, etc., for all Microsoft 365 & applications and services of MDM products
• Work closely with Service Delivery Managers and Technical Managers to deliver operational service excellent to meet customer expectation

· Provide support to project implementation and documentation.

· Provide technical solution for project delivery and handle and resolve all technical aspects, with hands on approach

• Work closely with Project Manager to deliver high quality project implementation
• Develop and maintain PowerShell scripts used to manage / support the Microsoft 365 & Intune / Jamf environment

· Any ad-hoc duties as assigned

Job Requirements:-

· At least Diploma in any IT related courses

· At least 3 - 5 years of IT experience. ICT experience in providing end user devices support / migration / implementation.

· Fundamental knowledge of Microsoft 365 (Microsoft Teams, SharePoint online, Exchange Teams and Azure AD)

· Familiarise with endpoint device management tools:

o On-prem - Active Directory environment Group Policies (GPOs) related to endpoint devices. Other e.g. SCCM, BitLocker, LAPS

o MDM products - Intune & Jamf Pro / School

· Familiarise with endpoint devices operating system (OS). Windows 10/11, MacOS, iOS, Chromebook and Android

· Candidates are required to handle clients professionally during all interfaces, and are customer oriented, and work effectively both independently and in a team environment

· To have Microsoft 365 related certifications MD102, MS102, CompTIA A+, etc

· To have Apple Device Support certification.

· Technical accredited competency for: Major hardware system vendors (e.g Lenovo, HP & Dell)

· Basic programming knowledge e.g. PowerShell and Visual basic scripting

· Office Productivity tools for writing and presentation skills needs.

· Knowledge of IT lifecycle management

· Knowledge of ITSM - Incident Management, Problem Management, Change Management, Asset Management, Patch Management