Endpoint Operations Analyst L1 – Intune, SCCM

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver first-level support for incidents and service requests related to Windows endpoints.

• Conduct basic assessments of device health, availability, connectivity, and configuration.

• Assist with routine device enrollment and provisioning adhering to established procedures.

• Execute initial checks for policy synchronization in Intune/SCCM and assess device compliance issues.

• Aid in the enrollment of Windows Autopilot and support device lifecycle activities.

• Monitor the status of endpoint patching and report any failed or pending updates.

• Carry out approved software installations, validate deployments, and perform basic troubleshooting.

• Facilitate Windows update checks and conduct post-patching validation.

• Identify failures in application installations and escalate unresolved issues to Level 2 support.

• Assist with approved updates for drivers, firmware, and configuration.

• Verify device compliance, encryption status, and configuration policies.

• Gather diagnostic information and escalate compliance failures to Level 2 support.

• Collaborate with the Defender/Security team on security-related incidents.

• Log, categorize, prioritize, and monitor incidents and service requests in ServiceNow or similar ITSM tools.

• Perform initial troubleshooting following approved runbooks and standard operating procedures.

• Escalate unresolved issues within specified Service Level Agreements (SLAs).

• Maintain updates on tickets, operational checklists, and shift handover documentation.

• Coordinate with Level 2/Level 3 teams, Service Desk, Identity, Security, and Application teams.

• Adhere to ITIL Incident, Change, and Request Management processes.

• Ensure smooth shift handovers across APAC–EMEA–NLAM and provide uninterrupted 24x7 operational support.

• Operate within the confines of the Level 1 role, focusing on endpoint monitoring, routine checks, basic troubleshooting, and incident escalation.

⛳️ Requirements

• Fundamental knowledge of Windows operating systems and endpoint troubleshooting techniques.

• Familiarity with Windows updates, software installations, device connectivity, and system configurations.

• Basic understanding of Microsoft Intune and/or SCCM/MECM.

• Knowledge of device enrollment processes, configuration policies, and fundamentals of endpoint compliance.

• Basic comprehension of BitLocker, encryption, and Windows security configurations.

• Experience with ServiceNow or comparable ITSM tools.

• Understanding of incident management, SLA compliance, and escalation protocols.

• Strong communication, documentation, and shift handover capabilities.

• Willingness to participate in rotational shifts within a 24x7 production support setting.

• Preferred: Basic knowledge of PowerShell.

• Preferred: Experience with Windows Autopilot and endpoint provisioning.

• Preferred: Familiarity with Microsoft Entra ID and device registration processes.

• Preferred: Basic understanding of application deployment and patch management strategies.

• Preferred: Fundamentals of Microsoft MD-102 or equivalent endpoint management training.

• Preferred: Exposure to enterprise monitoring and endpoint management tools.

🏝️ Benefits

• Dynamic workplace with robust customer and partner networks.

• Culture that fosters innovation, collaboration, and continuous learning.

• Diverse and inclusive work environment.

• Equal opportunity employer.