Technology Support Engineer

Project Role : Technology Support Engineer

Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills : Microsoft Intune

Good to have skills : Workplace Technology Solutions, Apple macOS Management

Minimum 3 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:

We are looking for a Senior Analyst with expertise in Microsoft Intune administration and incident management to support enterprise endpoint management operations. The candidate should have hands-on experience in Intune, MDM solutions, ITIL processes, and troubleshooting device compliance issues. This role requires effective coordination with support teams, driving resolution for major incidents, and ensuring service stability.

Roles & Responsibilities:

- Intune Administration & Endpoint Management:

-Manage and maintain Microsoft Intune for Windows, macOS, iOS, and Android devices.

-Handle device enrollment, compliance policies, app protection, and configuration profiles.

-Troubleshoot and resolve Intune-related issues such as enrollment failures, compliance errors, and software deployment failures.

-Work with Azure AD, Conditional Access, SCCM (co-management), and Group Policies.

-Support Autopilot provisioning and policy enforcement for end-user devices.

-Ensure endpoint security and compliance as per enterprise security policies.

- Incident Management & Troubleshooting:

-Act as L2/L3 support for endpoint management issues and assist in resolving major incidents (P1/P2).

-Work closely with Service Desk, SME teams, and vendors (Microsoft, JAMF) for troubleshooting.

-Perform root cause analysis (RCA) and contribute to permanent fixes.

-Maintain incident logs, documentation, and knowledge base for recurring issues.

-Ensure adherence to SLAs for issue resolution and incident response.

-Service Improvement & Automation:

-Identify trends in incidents and recurring problems to improve service stability.

-Automate manual tasks using PowerShell, Intune Graph API, and automation tools.

-Assist in developing SOPs, technical playbooks, and troubleshooting guides.

-Provide input to process improvements and optimization initiatives.

-Stakeholder & Communication Management:

-Collaborate with IT teams, end-users, and business stakeholders to address IT concerns.

-Participate in technical discussions, problem-solving sessions, and weekly service reviews.

-Maintain transparency in incident handling and provide timely updates to leadership.

Professional & Technical Skills:

- Must To Have Skills: Proficiency in Microsoft Intune, Azure AD, Conditional Access, SCCM, and Co-management.

- Good To Have Skills: Experience with Workplace Technology Solutions.

- Strong understanding of endpoint management and security.

- Knowledge of Jamf for Apple macOS Management

-Proficiency in PowerShell scripting and automation for troubleshooting

- Experience in troubleshooting hardware and software issues.

- Ability to communicate technical information effectively and stakeholder management skills.Role & responsibilities

Preferred candidate profile