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