5-8 years of experience in SCCM/MECM and Windows endpoint management, with the ability to diagnose and resolve Level 1 and Level 2 incidents. Experienced in managing ServiceNow (SNOW) tickets and performing client remediation for SCCM. Capable of handling operational tasks and basic problem management while collaborating with cross-functional services such as Incident & Change Management. Provides 2nd line diagnosis of incidents and service requests, implementing solutions related to SCCM/MECM. The ideal candidate should have strong troubleshooting skills and excellent communication abilities. They should also be able to promptly escalate incidents to 3rd line support. Proficient in accessing software updates, drivers, knowledge bases, and FAQs to aid problem resolution and updating the knowledge base with new fixes. Experience in performing preventative maintenance, including workstation checks and housekeeping. Responsible for Problem Management related to SCCM testing and deployment, and preparing Problem Management reports on a weekly and monthly basis. Excellent written and verbal communication skills are required.