Senior Support Engineer

Job Description

Job Description – Intune & SysTrack Engineer (L2 Support)

Position Title

Position Summary

Intune & SysTrack Engineer – L2 Endpoint Digital Experience Support

We are seeking a skilled Intune & SysTrack Engineer (L2) to support enterprise mobility, endpoint management, and digital employee experience environments across Android, iOS/iPadOS, Windows, and macOS platforms. The role includes device administration, application deployment and packaging, patch management, endpoint monitoring, digital experience analytics, troubleshooting, and operational support using Microsoft Intune, SysTrack, and related endpoint technologies.

Key Responsibilities

Endpoint & Mobility Management

• Manage and support Android, iOS/iPadOS, Windows 10/11, and macOS devices.
• Configure and maintain device enrollment, compliance policies, configuration profiles, and security settings.
• Support enrollment technologies including Apple Business Manager (ABM), Windows Autopilot, and Android Zero Touch.
• Handle device lifecycle management including provisioning, re-enrollment, retirement, and troubleshooting.
  
  

Application Packaging & Deployment

• Package and deploy applications using Win32, MSI/MSIX, VPP, and Managed Google Play.
• Monitor and troubleshoot application deployment issues.
• Support Mobile Application Management (MAM) and App Protection Policies.
  
  

Patch & Update Management

• Support endpoint patching using Intune and Windows Update for Business (WUfB).
• Manage update rings, feature updates, and security patch deployments.
• Monitor patch compliance and assist in remediation activities.
  
  

Incident & Operational Support

• Provide L2 support for device enrollment, sync, compliance, VPN/Wi-Fi, and application-related issues.
• Coordinate with L3 teams and vendors for escalations.
• Participate in Incident, Problem, and Change Management processes.
  
  

Security & Compliance

• Support endpoint security policies including BitLocker/FileVault, encryption, and compliance controls.
• Work with Microsoft Entra ID, Conditional Access, and Microsoft Defender for Endpoint.
• Ensure devices comply with organizational security standards.
  
  

SysTrack Administration & Endpoint Analytics

• Manage and support SysTrack environment for endpoint monitoring and digital experience management.
• Monitor endpoint health, system performance, application usage, boot performance, and user experience metrics.
• Analyze endpoint performance data and provide remediation recommendations.
• Support proactive identification of endpoint issues impacting user productivity.
• Generate SysTrack dashboards, analytics, and operational reports.
• Work with engineering teams on endpoint optimization initiatives.
  
  

Documentation & Reporting

• Maintain SOPs, KB articles, operational documentation, and support procedures.
• Generate operational and compliance reports.
• Assist in automation and scripting activities using PowerShell.
  
  

Required Skills & Experience

• Hands-on experience with Microsoft Intune, SysTrack, and enterprise endpoint management environments.
• Experience managing Android Enterprise, iOS/iPadOS, Windows 10/11, and macOS devices.
• Knowledge of MDM/MAM, Conditional Access, Autopilot, compliance policies, and endpoint security.
• Experience in application deployment, packaging, patch management, and endpoint performance monitoring.
• Basic to intermediate PowerShell scripting knowledge preferred.
• Knowledge of endpoint analytics, digital employee experience (DEX), and performance troubleshooting preferred.
• Strong troubleshooting, communication, and stakeholder management skills.
• Familiarity with ITIL processes including Incident, Problem, and Change Management.
  
  

Preferred Qualifications

• Microsoft certifications such as MD-102 or Microsoft Endpoint Administrator Associate preferred.
• Exposure to JAMF, SCCM/MECM, SysTrack analytics, and enterprise endpoint environments is an added advantage.
  
  

Experience

• 3–6 years of overall IT experience.
• Minimum 2+ years of hands-on experience in Intune/Mobility support.
• Experience supporting enterprise endpoint environments preferred.
  
  

Qualifications

Graduation

Range Of Year Experience-Min Year

3

Range Of Year Experience-Max Year

6