Customer Engineer - SCCM/Intune Support

Job Title:

Customer Engineer - SCCM/Intune Support

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Summary:

We are looking for a SCCM/Intune Customer Engineer to provide technical support for Microsoft Endpoint Configuration Manager (SCCM) and Microsoft Intune environments. This role focuses on assisting customers with request resolution, troubleshooting, and day-to-day operational support, helping ensure reliable endpoint management across on-premises and cloud-based devices.

Key Responsibilities

• Responsibilities include, but are not limited to, the following examples:
• Provide Tier 3 support to customers for technical requests related to SCCM and Intune environments.
• Proactively review customer concerns and provide recommendations to improve endpoint management, user experience, and policy compliance.
• Investigate and resolve requests related to:
• SCCM: application deployment, task sequences, driver packages, software update groups (SUGs), boundaries and boundary groups, distribution point health, and client push installation.
• Intune: device compliance policies, configuration profiles, app protection policies, Autopilot deployment profiles, and co-management setup.
• Support mobile device management (MDM) requests, including:
• Enrollment and management of iOS, Android, and Windows 10/11 devices.
• Mobile app deployment via Intune (store apps, LOB apps, and web links).
• Addressing customer requests related to enrollment challenges, access configurations, and policy enforcement across mobile platforms.
• Assist customers with transitioning workloads from SCCM to Intune, including Windows Update for Business, endpoint security, and app deployment.
• Analyze logs and diagnostics (e.g., CMTrace, Event Viewer, Intune troubleshooting blade, MDMDiagnosticsTool) to identify root causes and resolve requests efficiently.
• Provide clear, professional technical guidance to customers and internal teams, adjusting communication style based on audience and context.
• Document support requests, investigation steps, resolutions, and known best practices.
• Collaborate with engineering or escalation teams when advanced troubleshooting or deeper investigation is required.

Soft Skills

• Strong communication skills with the ability to translate complex technical topics into simple, customer-friendly language.
• Active listening and empathy when engaging with end users or customer teams.
• Adaptable and calm under pressure, especially when working with high-impact or time-sensitive support requests.
• Excellent time management, prioritization, and follow-through.
• Strong sense of ownership and accountability for customer experience and outcomes.
• Collaborative mindset with a willingness to work cross-functionally to drive resolution.

Location:

USA, TX, Work-at-Home

Language Requirements:

Time Type:

Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

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