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 Bit Locker key recovery and encryption issues
Application Management    Deploy and manage applications using Intune:
Win
32 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  (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  (Azure AD)
Conditional Access (devicebased)
Basic Power Shell 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
Team oriented approach