Job Description
Role Description
Technology Landscape Tools full skill
Windows
Microsoft SCCM MECM Microsoft Intune
Software Center Company Portal
Azure AD Active Directory Windows Autopilot Windows 10 11 driver packages
macOS
Jamf Pro Apple Business Manager
macOS FileVault MDM configuration profiles
Mobile
Microsoft Intune Microsoft Defender for Endpoint mobile
iOS iPadOS Android Company Portal Android Enterprise
Kiosk dedicateddevice configuration
Common
ServiceNow ITSM SSO MFA
BAND P2 Support Engineer Associate Level 2 24 years
The Endpoint Support Support Engineer Band P2 provides standardized secondline endpoint and device support for Knaufs global Digital Workplace Services Working under defined SOPs and supervision the role resolves routine incidents and service requests within agreed SLAs maintains accurate ServiceNow records and promptly escalates complex or crosstower issues
Tools Technology Exposure
Working operational command of the full technology landscape above confident daytoday use of the relevant admin consoles and tooling
Handson Experience Required
Demonstrated handson exposure typically 24 years to
Windows device SCCM Intune client and Office clientside troubleshooting
Azure AD AD and Intune device checks compliance ownership registration
macOS troubleshooting and Jamf enrollment profiles policies and software deployment
Mac provisioning FileVault and securitybaseline compliance
iOS Android enrollment compliance and managedapp MAM troubleshooting
Typical experience 24 years
Key Activities Responsibilities
Under defined SOPs and supervision executes the operational scope of the skill escalating complex or crosstower cases
Windows Device Support L2
Provide secondline support for Windows device issues individual users isolated devices following up on firstline analysis
Troubleshoot Software Center SCCM issues local installation and deployment failures and collect error details for packaging teams support desktop Office clientside issues
Perform initial Azure AD AD checks ownership object info group membership registration and Intune checks compliance ownership primary user
Support UAT allowlist activities via SCCM install and troubleshoot printer and peripheral drivers coordinate with Field Services and packaging teams
macOS Device Support L1 L2
Provide first and secondline support for Apple macOS devices via ticketing phone chat or walkup
Troubleshoot macOS login performance app crashes printing scanning OS updates and diagnose hardware issues resolve WiFi VPN email SSO MFA and AVperipheral issues
Provision and deploy Macs imaging enrollment configuration encryption baseline software manage via Jamf enrollment profiles policy execution software deployment
Maintain security compliance posture FileVault password policy patching malware protection support asset management and provide enduser guidance
Mobile Device Support L2
Support enrollment of mobile devices into Microsoft Intune guidance status validation licensing access prerequisites
Troubleshoot compliance issues Defender OS version policy enforcement sync checkin and access to corporatemanaged MAMprotected apps
Support corporate connectivity for managed devices perform Intune operational actions status compliance review sync passcode reset
Assist with kioskmode dedicated devices and support lostdevice scenarios per security and dataprotection procedures
Certifications Qualifications
ITIL 4 Foundation is expected across all bands Managing Professional desirable at P4 Strategic Leader desirable at P5 Product certifications scale with band associate at P2 specialty at P3 expert at P4 architect at P5 Relevant certifications for this skill
MD102 Endpoint Administrator
Microsoft SCCM MECM
Jamf Certified Associate Administrator Apple ACSP ACMT
Microsoft Intune specialty
