MDM Administration & Device Management (Primary Focus)
- Administer and optimize Microsoft Intune across Android, iOS, and Windows platforms.
- Lead SCCM to Intune migration efforts, including Autopilot deployment and Windows MDM enablement.
- Support Workspace ONE and hybrid device management strategies where applicable.
- Enforce device compliance, security policies, and endpoint governance standards.
- Integrate and support Jamf for Apple device lifecycle management.
Application Management & Deployment
- Package, deploy, and manage applications across all managed endpoints.
- Troubleshoot application installation, update, and deployment issues.
- Coordinate with vendors and development teams for application lifecycle management.
- Perform testing and validation prior to production releases.
Technical Support & Desktop Support
- Provide advanced support for hardware, software, operating systems, and peripherals.
- Troubleshoot and resolve complex issues to minimize downtime and business impact.
- Handle Level 1 & Level 2 incidents across MDM and desktop environments.
- Deploy and maintain desktop systems including imaging, patching, and configuration.
- Support high-priority and after-hours incidents, including overnight troubleshooting when required.
- Collaborate with infrastructure and engineering teams to resolve escalations and identify root causes.
User Access & Security Management
- Manage user accounts, access permissions, and endpoint security controls.
- Ensure compliance with corporate security policies and data protection standards.
Automation & Scripting
- Utilize PowerShell scripting to automate administrative tasks and improve operational efficiency.
Documentation & Knowledge Management
- Maintain detailed, audit-ready documentation including SOPs, troubleshooting guides, and technical runbooks.
- Create and update end-user documentation and training materials.
Collaboration, Projects & Continuous Improvement
- Participate in endpoint management initiatives, including Intune adoption and Autopilot rollout.
- Support infrastructure upgrades, migrations, and standardization efforts.
- Analyze support trends, ticket metrics, and device compliance reporting to drive improvements.
- Recommend tools and process enhancements to improve service delivery.
Leadership & Team Support
- Mentor junior technicians and promote knowledge sharing.
- Contribute to process improvements and service consistency across the support team.
Customer Support, Calls & Ticket Management
- Provide end-user support via phone calls, walk-ups, and ticketing systems (e.g., ServiceNow).
- Respond to and manage incoming support calls, ensuring timely troubleshooting and resolution or escalation.
- Own tickets end-to-end, including intake, triage, troubleshooting, resolution, and closure.
- Maintain clear, detailed, and time-stamped work notes for all incidents and service requests.
- Ensure adherence to defined SLAs and response/resolution targets.
- Communicate effectively with users, providing status updates and setting expectations.
- Perform additional duties as assigned.
On-Call, Overnight Support & Escalation
- Provide after-hours and overnight phone support coverage on a rotational basis.
- Respond to critical incidents and priority alerts outside of standard business hours.
- Monitor system health, deployments, and device compliance during off-hours.
- Escalate high-impact issues to on-call teams, vendors, or leadership following established procedures.
- Perform proactive remediation and support during maintenance windows.
- Ensure smooth shift handoffs with clear documentation of open issues and next steps.
