Sr Engineer - Customer Service Operations

Role Summary

The Intune L2 Administrator is responsible for daytoday management, monitoring, and support of Microsoft Intune and endpoint management services. This role handles Level2 escalations, supports device and application management, enforces security policies, and works closely with L3 teams for complex issues.

Key Responsibilities

Microsoft Intune & Endpoint Management

• Manage and support Microsoft Intune for:
  • Windows (Windows 10/11)
  • macOS
  • iOS / iPadOS
  • Android devices
• Handle device lifecycle activities:
  • Enrollment, reenrollment, retirement, and wipe
  • Compliance monitoring and remediation
• Troubleshoot device enrollment and sync issues

Configuration & Compliance

• Create, modify, and support:
  • Device configuration profiles
  • Compliance policies
  • Endpoint security policies (AV, Firewall, Disk Encryption)
• Monitor compliance status and coordinate remediation with users
• Assist with BitLocker key recovery and encryption issues

Application Management

• Deploy and manage applications using Intune:
  • Win32 apps
  • Microsoft Store apps
  • iOS / Android apps
• Troubleshoot application deployment and installation failures
• Support updates and version control of managed applications

User & Device Support (L2)

• Act as L2 escalation point for Intunerelated issues
• Troubleshoot:
  • Device access issues
  • Conditional Access device compliance failures
  • Comanagement issues (SCCM + Intune)
• Work with Service Desk (L1) and provide guidance for common issues

Security & Integration

• Support integration with:
  • Microsoft Entra ID (Azure AD)
  • Conditional Access policies
  • Defender for Endpoint (basic integration)
• Ensure adherence to security and compliance standards
• Assist in endpoint security incident investigations

Operations & Documentation

• Perform routine health checks and monitoring
• Create and maintain:
  • SOPs
  • Runbooks
  • Knowledge base articles
• Participate in change management and CAB activities

Technical Skills (Mandatory)

• Microsoft Intune (Endpoint Manager)
• Windows 10 / Windows 11 management
• Mobile Device Management (MDM / MAM)
• Microsoft Entra ID (Azure AD)
• Conditional Access (devicebased)
• Basic PowerShell troubleshooting
• Endpoint compliance & security policies

Good to Have

• Experience with:
  • Autopilot (basic troubleshooting)
  • SCCM / Comanagement
  • Defender for Endpoint
• Exposure to large enterprise environments
• ITIL process knowledge

Soft Skills

• Strong troubleshooting and analytical skills
• Good communication with end users and IT teams
• Ability to handle multiple incidents and priorities
• Documentation and process discipline
• Teamoriented approach