About the Role: We are seeking a proactive and skilled
Support Technician who will be responsible for providing exceptional support related to Windows-based endpoint devices, security practices, and Microsoft Intune deployment. The ideal candidate should possess basic troubleshooting skills, a fundamental understanding of cybersecurity practices and remediation steps, ability to work directly with end users, and good adherence to SLA commitments.
What You'll Do: Technical Support & Troubleshooting: - Provide Tier 1 technical support for Windows OS environments, endpoint devices, and security issues.
- Diagnose and troubleshoot basic software and hardware issues on Windows workstations and laptops.
- Utilize remote support tools effectively to resolve user incidents promptly and efficiently.
- Support additional peripherals in the US office including printers, telecommunications, and other devices as needed.
Microsoft Intune & Endpoint Management: - Perform device enrollment and resolve compliance issues using Microsoft Intune.
- Escalate Intune management configuration issues to Tier 2 support as needed.
- Proactively monitor and remediate device security vulnerabilities identified through Intune dashboards and reports.
Security & Compliance: - Ensure devices and applications meet organizational cybersecurity policies and compliance standards.
- Collaborate with the security team to enforce endpoint security measures, manage threat protection, and respond to security incidents.
- Follow-up with users to resolve issues and questions regarding cybersecurity findings.
SLA Management & Documentation: - Adhere strictly to established SLAs, ensuring timely resolution and clear communication with end-users.
- Maintain accurate documentation, incident tracking, and knowledge base articles to enhance service quality.
Training & Knowledge Sharing: - Educate end-users on cybersecurity best practices and corporate policies for secure device usage.
What You'll Need: Education & Experience - High School Diploma or Equivalent
- 1-3 years of experience in technical support, particularly within IT endpoint support and security domains.
- Proven experience troubleshooting Windows OS (Windows 10/11), Microsoft Intune, and related technologies.
Preferred Technical Skills - Basic knowledge of cybersecurity principles, endpoint protection, antivirus software, and security patching processes.
- Basic experience with Microsoft Intune for Mobile Device Management (MDM), Mobile Application Management (MAM)
- Hands-on experience with Active Directory (AD), Azure AD, Exchange Online, Office 365 applications.
- Experience troubleshooting printers and other office peripherals.
Soft Skills & Abilities - Basic analytical and problem-solving skills.
- Strong verbal and written communication abilities.
- Ability to manage multiple tasks simultaneously and work efficiently under pressure.
- Strong customer service mindset with a patient and empathetic ability to work with non-technical users.
Certifications (Preferred but not mandatory): - CompTIA A+
- Microsoft certifications (MD-100, MD-101, SC-200).
What You'll Get: - A competitive pay rate and a Comprehensive benefits package including medical, dental, vision, 401(k) with match, and more.
- An international and diverse work environment.
- Opportunity to begin making immediate contributions to the organization.
The retail industry continues to see unprecedented dynamics associated with the pivot to a true omni-channel shopping experience. Informed retailers are succeeding, and RD Holdings companies (Intrics & RetailData) are providing the consultation and critical data services to define, monitor and react to their ever-changing customer preferences and competitor advances. Every day retailers are making million-dollar decisions based on the insights we are providing. Combined, the companies have a 30+ year track-record providing retail data and intelligent solutions for virtually every major North American retailer.