DWS Hyper care Engineer

JD: DWS Hyper care Engineer

We seek a seasoned professional to provide advanced technical support for end-user endpoints, focusing on maintaining stability and driving post-migration consolidation following AD and M365 deployments. The engineer will bridge infrastructure teams and end-users to resolve issues and optimize the digital workspace.

Key Functional Areas of Expertise

Laptop & End-User Device Support

Active Directory & Domain Support

Microsoft 365 Support

User Support & Communication

Technical Expertise the key responsibilities of the role include:

Candidates with over 5 plus years of experience in troubleshooting end-user support, particularly post-migration of on-premises Active Directory and Azure AD, M365 as well as expertise in various identity access solutions and cloud technologies. Successful applicants will have a strong background in supporting specific technology solutions, encompassing both high-level and detailed end-user operations including the Hardware's. This includes tools deployment, troubleshooting, profile migration and configuration, as well as break-fix procedures and handover processes. A minimum of 5 plus years of relevant experience is essential.

Technical Skills: -

Skilled in troubleshooting and repairing Windows and macOS hardware and peripherals. 

• Active Directory administration

• Azure AD Connect, Conditional Access, MFA, Hybrid Identity

• Microsoft 365: Exchange Online, Teams, OneDrive, SharePoint Online

• Windows 10/11 OS troubleshooting

• Endpoint Manager (Intune) or SCCM familiarity

• Network basics: DNS, DHCP, VPN policies

• File servers & NTFS/Share permissions

Responsibilities: -

• Deliver hands-on and remote troubleshooting for desktops, laptops, tablets, and mobile devices across Windows, macOS, iOS, and Android.
• Profile migration verification (data, bookmarks, PST, Desktop/Documents)
• Device re-configuration for new domain policies (Wi-Fi, BitLocker, printer mapping)
• Driver and OS compatibility fixes
• Endpoint Security validation and Intune compliance checks
• Resolve hardware or performance issues caused during migration
• Remediation of issues with Exchange Online mail flow, mailbox mapping, OST re-sync
• Validate license assignment, MFA compliance, Conditional Access
• Teams and SharePoint post-migration access and file permissions fixes
• OneDrive sync troubleshooting and data reconciliation
• Outlook profile rebuilds and Autodiscover issues resolution 
• Diagnose hardware, OS, application, and network issues.
• Provide expertise on Microsoft Teams, Outlook, OneDrive, and SharePoint.
• Assist with login issues, profile corruption, printer setups, and VPN access.
• Maintain endpoint configurations using Microsoft Endpoint Manager (Intune) and SCCM, ensuring security compliance. 
• Profile tooling experience (USMT, OneDrive Known Folder Move etcIT Asset Management: Proficient in asset tracking and using ticketing systems like ServiceNow.
• Knowledgeable in endpoint security and patch management best practices
• Review and identify the risks in projects and define the mitigation plan
• Define IAM architecture, including identity lifecycle management, single sign-on (SSO), multi-factor authentication (MFA), and privileged access management (PAM)
• Lead the implementation of IAM solutions, integrating with systems and applications, both on-premises and in the cloud 
• Expertise in Active Directory Domain Services (AD DS), Group Policy, DNS, and DHCP. 
•  Strong knowledge of the M365 ecosystem, including Exchange Online and SharePoint.
•  Expert in Azure Active Directory (Entra ID) and hybrid identity solutions, including Azure AD Connect, MFA, and SSO.
• Proficient in PowerShell for automation and management.
• Excellent troubleshooting skills for complex issues.
• Address identity challenges such as account duplications and access inconsistencies.
• Assist in consolidating AD domains and M365 tenants, optimizing access controls.
• Collaborate with IAM, Exchange, and Security teams for seamless integration.
• Keep thorough documentation of incidents and resolutions.
• Communicate effectively with end-users, providing updates and support.
• Enhance knowledge base articles and participate in training on new tools.

Key technical skills required

• The following are the mandatory requirements of infrastructure-based solutions experience for this role: 
• 5+ years in IT support and endpoint management.
• Strong knowledge of Windows 10/11, macOS, and mobile platforms.
• Expertise in AD, Azure AD, and M365 services.
• Familiarity with identity federation and MFA deployment.
• Strong troubleshooting and customer service skills.
• Windows platform upgrade
• Post-migration issue closure rate
• SLA compliance & reduction in escalations
• User satisfaction score improvement
• Zero-impact access corrections
• Device readiness compliance achieved within milestone timelines
• Working experience on various migration tools such as ADMT, Quest/Binary Tree Tools, Data migration tools like Double take, Quest, Sharegate
• OneDrive Deployment using Share gate and metalogic
• Previous experience of working on similar Active Directory Transformation projects, working on customer sites and liaising with client community
• Third-party solutions on file and print solutions like Cerato, follow me printing, managed printing, secure printing, Ctera, Ricoh printing and Double-take
• Knowledge of business applications integration with Active Directory through LDAP, SSO Providers, etc.