Level 2 Support Engineer

Key Responsibilities

Endpoint Management

. Manage and support Windows endpoints using SCCM, Microsoft Intune, and Microsoft Entra ID (Azure AD).

. Administer and maintain endpoint lifecycle management, including provisioning, configuration, deployment,compliance, and retirement.

. Monitor endpoint health,performance, and compliance across the enterprise.

. Support endpoint modernization and workplace technology initiatives.

Mobile Device Management

. Administer iPads and mobile devices through Microsoft Intune.

. Manage the complete mobile device lifecycle, including enrolment, configuration, compliance, application deployment, and decommissioning.

. Troubleshoot mobile device management (MDM) issues and enforce organizational security policies.

Microsoft Intune Administration

. Manage Intune device enrolment,compliance policies, configuration profiles, application deployments, and security baselines.

. Support co-management environments integrating SCCM and Intune.

. Implement and manage Conditional Access and device compliance requirements.

. Troubleshoot Intune- related deployment and policy issues.

SCCM Administration

. Administer and maintain Microsoft Endpoint Configuration Manager (SCCM/MECM).

. Manage collections, deployments,software distribution points, task sequences, and client health.

. Develop and maintain deployment strategies for applications, operating systems, and updates.

. Monitor deployment effectiveness and remediate failures.

Software Deployment &Application Lifecycle Management

. Deploy applications, updates, and scripts through SCCM and Intune.

. Package, test, and deploy enterprise applications.

. Manage application lifecycle activities, including onboarding, upgrades, updates, and retirement.

. Perform customized Microsoft Office installations using Office Deployment Tool (ODT).

. Ensure successful deployment of business-critical applications with minimal disruption.

Patch Management & SoftwareUpdates

. Monitor patch compliance across the enterprise.

. Deploy Windows updates, security patches, feature updates, and third-party application updates.

. Utilize Patch My PC to automate third-party application patching and deployment.

. Investigate and remediate devices failing compliance or update requirements.

. Produce patch compliance and deployment success reports.

Group Policy Administration

. Design, implement, and maintain Group Policy Objects (GPOs).

. Manage endpoint security configurations and administrative policies.

. Troubleshoot Group Policy processing and inheritance issues.

. Implement and maintain corporate desktop standards.

Vulnerability & Security Management

. Conduct vulnerability scanning using Tenable.

. Analyze vulnerability findings and identify remediation requirements.

. Coordinate and implement endpoint vulnerability remediation activities.

. Collaborate with Security Operations, Infrastructure, and Engineering teams to reduce security risks.

. Support compliance, audit, and security initiatives.

Automation & Scripting

. Develop and maintain advanced PowerShell and Batch scripts for automation, remediation, reporting, and operational efficiency.

. Automate repetitive endpoint management and administration tasks.

. Enhance service delivery through process optimization and workflow automation.

Technical Escalation &Incident Management

. Act as the primary technical escalation point for the IT Service Desk.

. Provide advanced Level 2 and Level 3 support for endpoint, mobility, and application-related incidents.

. Troubleshoot complex endpoint and mobility issues escalated from L1 support.

. Perform root cause analysis and implement long-term corrective solutions.

. Coordinate problem resolution with vendors and internal technical teams.

Stakeholder Management &Cross-Team Collaboration

. Serve as the primary liaison between IT Service Desk and End User Development Technology teams.

. Facilitate communication and coordination between support, engineering, infrastructure, and security teams.

. Participate in change management,problem management, and service improvement initiatives.

. Provide technical guidance and mentorship to junior engineers.

Monitoring, Reporting &Documentation

. Generate reports on device health, compliance, patch status, and vulnerability remediation progress.

. Monitor endpoint management KPIs and service performance metrics.

. Maintain technical documentation,operating procedures, standards, policies, and knowledge base articles.

. Ensure documentation remains current and audit-ready.

Core Technologies

Microsoft SCCM / MECM

Microsoft Intune

Microsoft Entra ID (Azure AD)

Patch My PC

Windows 10 & Windows 11

iPadOS Management

Microsoft Office Deployment Tool (ODT)

Active Directory

Group Policy (GPO)

PowerShell

Batch Scripting

Tenable Vulnerability Management

Endpoint Security & Compliance

Software Packaging & Deployment

Key Competencies

Endpoint Management

Mobile Device Management (MDM)

Technical Escalation Management

Vulnerability Management

Patch Management

Application Lifecycle Management

PowerShell Automation

Incident & Problem Management

Cross-Functional Collaboration

Stakeholder Management

Technical Leadership & Mentoring

Documentation & Knowledge Management

Level 2 / Team Lead

In addition to the services specified in Section 1.1, the Engineer shall act as the technical and operational lead for the Level 1 MSS team, including:

. Day-to-day operational oversight

. Technical guidance and escalation support

. Performance and quality monitoring

. Knowledge transfer and skills development

. Coordination with Level 2, Level 3, and customer stakeholders, and

. Ensuring compliance with service level agreements (SLAs)and operational KPIs.