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 : Apple macOS Management

Minimum 5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary

Oversees the OSD and Intune team, ensures SLAs are met, drives process adherence, and escalates major incidents while ensuring ITIL compliance.

Roles & Responsibilities

Manage day-to-day team operations for OSD, Intune, patching, driver/firmware updates, and vulnerability remediation.

Assign tasks, monitor workload, and mentor analysts and senior analysts.

Ensure ITIL processes are followed consistently across Incident, Problem, Change, and Service Request management.

Track key metrics for patch compliance, deployment success rates, and automation effectiveness.

Review and approve Intune/OSD changes, policy deployments, and automation scripts.

Drive continuous improvement initiatives to reduce incidents and enhance automation.

Professional & Technical Skills

Proven experience leading OSD/Intune/Endpoint management teams.

Strong understanding of ITIL framework and SLAs.

Expertise in Windows/macOS deployment, Intune policies, and automation tools.

Excellent communication, mentoring, and stakeholder management skills.

Additional Information

ITIL Foundation

Microsoft Intune / Endpoint Manager Associate or Expert

Microsoft 365 Modern Desktop Administrator Expert (MD-100/101/102)

Leadership or management certification (Optional) (PMP, Prince2, or equivalent)

Service Level Management: Ensure SLA adherence and escalation management.

Change and Release Management: Approve and monitor major deployments.

Continuous Improvement: Analyze metrics to reduce incidents and improve deployment efficiency.

5–8 years in endpoint management with 2+ years in a leadership or supervisory role.

This position is based at our Gurugram office.

A 15 years full time education is required.