Job Description
Responsibilities
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• Provide 24x7 shift-based advanced support for critical endpoint and VDI incidents.
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• Triage escalations from L1/L2, perform deep technical troubleshooting, and drive incidents to resolution within
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SLAs.
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• Lead coordination with network, identity, security, application, and infrastructure teams during major incidents.
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• Produce clear incident timelines, root cause updates, and customer communications as needed.
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• Implement, and troubleshoot Group Policy (GPO) for endpoint configuration, security baselines, and user
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experience.
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• Administer and support Microsoft Intune and SCCM/MECM for device enrollment, compliance, patching,
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software distribution, and reporting.
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• Resolve device management issues (enrollment failures, policy conflicts, update compliance, deployment
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failures).
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• Manage application lifecycle: pilot, UAT coordination, phased rollouts, rollback planning, and post-deployment
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validation.
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• Troubleshoot packaging/deployment failures and dependency conflicts; partner with app owners for
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remediation.
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• Troubleshoot complex issues on Windows 10/11 devices (performance, profile corruption, OS stability, drivers,
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BitLocker, updates, login issues).
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• Support endpoint security and compliance troubleshooting (certificates, VPN agents, EDR conflicts—per approved
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tooling).
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• Provide advanced support for peripherals and collaboration tools as applicable.
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• Citrix Cloud & AWS Workspaces Issues troubleshooting on Endpoint OS and Application Level
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• Provide advanced troubleshooting for macOS endpoints (device posture, app issues, connectivity, OS updates,
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MDM policy impact).
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• Support Chromebook/ChromeOS issues including enrollment, policy, authentication, and application access (as
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applicable).
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• Perform root cause analysis (RCA), document known errors, and implement permanent fixes.
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• Create and maintain knowledge articles, SOPs, and runbooks for L1/L2 and operations.
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• Identify automation opportunities for common issues (self-service, scripts, monitoring improvements).
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Experience & Requirements:
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• 6+ years’ experience in enterprise endpoint support/engineering with at least 2+ years in L3 or equivalent
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advanced escalation role.
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• Strong hands-on experience supporting SCCM/MECM in a medium-to-large enterprise environment.
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• Proven experience with OSD/imaging and deployment automation for Windows endpoints.
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• Demonstrated troubleshooting experience across Windows, macOS, and ChromeOS in managed enterprise
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environments.
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• Experience supporting or integrating with VDI platforms (Citrix/AWS/Azure Virtual Desktop or equivalent).
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• Experience in 24/7 operations, on-call support, and handling major incidents and RA