L3 Service Desk Engineer

Brief overview of the role Reporting to the Service Desk Lead (APAC), the Service Desk Engineer plays a key role in managing end-user devices, resolving complex technical issues, and supporting Service Desk Analysts. The role emphasizes advanced troubleshooting, automation, asset and configuration management, ITIL-aligned service delivery, and process improvement. Additionally, the Service Desk Engineer contributes to Incident and Problem Management, mentors team members, and supports projects to drive operational excellence and enhance user experiences. (mention about Microsoft stack, intune etc.

Intune Administration & Management

- Administer and manage Microsoft Intune for device provisioning, policy enforcement, compliance, and lifecycle maintenance.
- Lead initiatives to improve Intune enrolment experience and optimise device configuration strategies.
- Own and maintain Intune environments, including migrations, upgrades, and integration with Azure AD and Microsoft 365.
- Create and present Intune-related proposals, dashboards, and reports to leadership and stakeholders.

PowerShell Scripting & Automation

- Develop and maintain PowerShell scripts for automating Intune tasks, reporting, and policy deployment.
- Write custom scripts to remediate vulnerabilities and enforce security configurations across endpoints.
- Integrate PowerShell with Graph API for advanced reporting and automation in Intune and Azure Entra.

End-User Computing & Troubleshooting

- Provide advanced L2/L3 support for Windows, macOS, and mobile devices.
- Troubleshoot complex OS, application, and performance issues across diverse environments.
- Collaborate with security teams to support tools like CrowdStrike, Webroot, and Mimecast.

ITIL-Aligned Service Delivery

- Lead and support ITIL processes, including incident, problem, change, and request management.
- Ensure SLA compliance and contribute to continual service improvement initiatives.

Documentation & Mentorship

- Create and maintain SOPs, technical guides, and knowledge base articles.
- Mentor junior analysts and act as a point of escalation within the service desk team.

Requirements

Required Skills & Experience

- Hands-on experience in Intune administration and policy management (minimum 3–5 years).
- Proven ownership of Intune projects, migrations, and environment maintenance.
- Strong PowerShell scripting skills for automation and security remediation.
- Experience with Azure AD, Microsoft 365, and Endpoint Security configurations.
- Understanding of cybersecurity principles and vulnerability management.
- Advanced troubleshooting skills across OS platforms and enterprise applications.
- Familiarity with IT asset management and CMDB practices.
- Knowledge of the ITIL framework and experience in ITIL-aligned service delivery.

Preferred Qualifications

- Microsoft MD-102 certification or equivalent.
- Experience with Graph API, Power BI, or other reporting tools.
- Exposure to hybrid environments (Intune + SCCM or on-prem AD).
- Strong communication and documentation skills.

Benefits

Professional Development: Grow your career with opportunities within a consultative and professional environment

Flexible Work Schedule: Achieve a healthy work-life balance with our flexible work schedule options, including remote work opportunities and flexible hours

Positive Work Environment: Join a collaborative and inclusive workplace culture where your ideas are valued, diversity is celebrated, and teamwork is encouraged

Community Involvement: Make a positive impact in the community through our volunteer programs, charitable initiatives, and corporate social responsibility efforts

(and more….)

Our Values

We act with integrity

We are curious about the world

We are stronger together

We seek to empower

We find strength in diversity

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