Endpoint Operations Analyst - L1, Intune & SCCM

Position Summary:

We are looking for a proactive L1 System Administrator to support enterprise endpoint operations, including Windows devices, device enrollment, software deployment and endpoint management. The role is responsible for monitoring, initial troubleshooting, routine device checks, incident logging and escalation to L2/L3 teams to maintain endpoint availability and meet operational SLAs.

Key Responsibilities:

Endpoint & Device Management

• Provide first-level support for Windows endpoint incidents and service requests.
• Perform basic checks on device health, availability, connectivity and configuration.
• Support routine device enrollment and provisioning activities using approved procedures.
• Perform initial checks for Intune/SCCM policy synchronization and device compliance issues.
• Assist with Windows Autopilot enrollment and device lifecycle activities.

OS Patching & Application Management

• Monitor endpoint patching status and report failed or pending updates.
• Perform approved software installation, deployment validation and basic troubleshooting.
• Support routine Windows update checks and post-patching validation.
• Identify application installation failures and escalate unresolved issues to L2.
• Assist with approved driver, firmware and configuration update activities.

Endpoint Configuration & Compliance

• Perform basic checks on device compliance, encryption status and configuration policies.
• Identify issues related to BitLocker, device configuration and policy application.
• Collect relevant diagnostic information and escalate compliance failures to L2.
• Coordinate with the dedicated Defender/Security team through established procedures for security-related incidents.
• Follow approved endpoint management and security policies.

Operations & Service Management

• Log, categorize, prioritize and track incidents and service requests in ServiceNow or equivalent ITSM tools.
• Perform initial troubleshooting using approved runbooks and standard operating procedures.
• Escalate unresolved issues within defined SLAs and escalation procedures.
• Maintain accurate ticket updates, operational checklists and shift handover documentation.
• Coordinate with L2/L3, Service Desk, Identity, Security and Application teams.
• Follow ITIL Incident, Change and Request Management processes.
• Ensure effective APAC–EMEA–NLAM shift handovers and uninterrupted 24x7 operational support.

Required Skills & Qualifications:

• Basic knowledge of Windows operating systems and endpoint troubleshooting.
• Familiarity with Windows updates, software installation, device connectivity and system settings.
• Basic understanding of Microsoft Intune and/or SCCM/MECM.
• Knowledge of device enrollment, configuration policies and endpoint compliance fundamentals.
• Basic understanding of BitLocker, encryption and Windows security configurations.
• Familiarity with ServiceNow or equivalent ITSM tools.
• Understanding of incident management, SLA compliance and escalation procedures.
• Good communication, documentation and shift handover skills.
• Willingness to work in rotational shifts in a 24x7 production support environment.

Preferred Skills & Qualifications:

• Basic PowerShell knowledge.
• Exposure to Windows Autopilot and endpoint provisioning.
• Familiarity with Microsoft Entra ID and device registration.
• Basic understanding of application deployment and patch management.
• Microsoft MD-102 fundamentals or equivalent endpoint management training.
• Exposure to enterprise monitoring and endpoint management tools.

Key Competencies

Windows Endpoint Support | Intune | SCCM/MECM | Device Provisioning | Patch Monitoring | Software Deployment | Endpoint Configuration | Device Compliance | BitLocker Fundamentals | Incident Logging | Runbook Execution | SLA Compliance | Escalation Management | Global 24x7 Operations

Role boundary: L1 focuses on endpoint monitoring, routine checks, basic troubleshooting and incident escalation. L2 handles technical administration, patching, application deployment and compliance remediation. Defender operations remain with the dedicated Defender team, while complex endpoint platform issues are escalated to L3 SMEs.