Endpoint Operations Analyst (L1) – Intune & SCCM

Accountabilities: Provide first-level support for Windows endpoint incidents and service requests. Perform routine checks of device health, availability, connectivity, and configuration. Support device enrollment and provisioning activities by following approved procedures. Conduct initial checks on Intune and SCCM/MECM policy synchronization and device compliance issues. Assist with Windows Autopilot enrollment and endpoint lifecycle activities. Monitor operating system patching status and report failed, pending, or unsuccessful updates. Perform approved software installation checks, deployment validation, and basic troubleshooting. Support routine Windows update checks and post-patching validation. Identify application installation failures and escalate unresolved issues to L2 support. Assist with approved driver, firmware, and configuration update activities. Perform basic checks on device compliance, encryption status, and configuration policies. Identify issues involving BitLocker, device configuration, and policy application, collecting relevant diagnostic information for escalation. Coordinate security-related incidents with the dedicated Defender and Security teams through established procedures. Log, categorize, prioritize, and track incidents and service requests using ServiceNow or an equivalent ITSM platform. Follow approved runbooks and standard operating procedures when performing initial troubleshooting. Escalate unresolved issues within defined SLAs and established escalation procedures. Maintain accurate ticket updates, operational checklists, and shift handover documentation. Coordinate with L2/L3 specialists, Service Desk, Identity, Security, and Application teams. Follow ITIL Incident, Change, and Request Management processes. Support effective handovers across APAC, EMEA, and North America to maintain uninterrupted 24/7 operations. Requirements: At least 2 years of experience in IT support, Windows endpoint operations, desktop support, or device management. 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 an equivalent IT service management (ITSM) platform. Understanding of incident management, SLA compliance, ticket prioritization, and escalation procedures. Good communication, documentation, and shift handover skills. Ability to follow technical runbooks, standard operating procedures, and established security policies. Strong attention to detail and a proactive approach to identifying and reporting technical issues. Willingness to work rotational shifts in a 24/7 production support environment. Preferred Qualifications: Basic PowerShell scripting 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. Benefits: Fully remote working arrangement within India. Opportunity to gain experience supporting enterprise-scale Windows endpoint environments. Practical exposure to Microsoft Intune, SCCM/MECM, Windows Autopilot, and endpoint compliance technologies. Experience working within global IT operations and 24/7 support environments. Collaboration with international technical teams and opportunities to develop IT support expertise. Exposure to structured ITIL processes, incident management, and enterprise service delivery. Opportunity for continuous learning and professional development in endpoint management. Salary, healthcare coverage, paid leave, shift allowances, and other specific compensation or benefits are not disclosed in the job description.