Expert
Subject Matter Expert (Desktop, Hardware & SCCM
Subject Matter Expert (Desktop, Hardware & SCCM
Location: Philippines, 00, PH
Profile: User Management
Required experience:
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Subject Matter Expert (Desktop, Hardware & SCCM) A Subject Matter Expert (SME) in Desktop, Hardware, and SCCM leads enterprise endpoint management. They design OS images, manage hardware standards, package and deploy software via SCCM/MECM, troubleshoot complex tier-3 client issues, and mentor technical teams.
Key Responsibilities
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SCCM/MECM Administration: Build and maintain task sequences, operating system deployments (OSD), software updates, and driver packages.
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Endpoint & Hardware Management: Define hardware lifecycles, test device compatibility, and resolve complex laptop, desktop, and peripheral failures
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Software Packaging & Patching: Distribute enterprise applications, automate deployments using scripts, and track compliance metrics.
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Tier-3 Escalation Support: Solve critical incidents escalated from regional or tier-1/tier-2 desks and perform root cause analysis.
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Documentation & Strategy: Create standard operating procedures (SOPs), optimize imaging pipelines, and plan long-term client infrastructure.
The SME should be capable of translating technical language into user-friendly terms. Strong commitment to customer satisfaction with a demonstrated ability to prioritize and address end-user needs effectively. A proactive approach to staying updated on the latest technologies, software applications, and industry best practices. The SME should demonstrate adaptability to evolving technologies. Proficient in documenting issue resolutions, troubleshooting steps, and best practices to facilitate knowledge transfer within the team. This includes contributing insights and resolutions to knowledge base articles for broader team learning and improved efficiency in Level 1 and Level 2 support.
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