Intune Engineer

What will you be doing? The L2 EUC Analyst is the physical face of the IT Department. While L1 handles remote speed and L3 manages the backend, the L2 Analyst provides the essential human element of technology. You are the boots on the ground responsible for the physical health of our office technology, handling complex hardware repairs, and ensuring our onsite workspace is fully operational and optimized for our employees. Focus: Hands-on Hardware Resolution, High-Touch Executive Support, and Onsite EUC Infrastructure Management. Job Responsibilities:

• L2 Support: Provide L2 support for Windows 10/11, macOS, Any MS Office 365 issues, VPN, printers, network, and security tools.
• On-site/Desk-site Support: Act as the primary responder for all physical hardware failures. Perform manual teardowns, components replacements, and hands-on diagnostics for laptop, peripheral, and mobile devices.
• Proactive Floor Walking & Overall Presence: Maintain a consistent physical presence across the office. Consult daily health checks of our equipment and conference room spaces. Identify and fix physical issues before they are reported.
• Conference Room Readiness: Conduct daily physical inspection of all meeting rooms. Ensure cameras, microphones, and display panels are all in operating condition.
• Audio Visual Support: Support Audio Video systems for Meeting & Conference rooms, MS Teams, and workplace tools (Access control); contribute to automation and infrastructure enhancements.
• Onsite Event Support: Provide white glove technical support for onsite town halls, board meetings, and client presentations. Manage Audio & Video devices needed to support these events.
• Asset Lifecycle: Conduct regular physical audits of our onsite assets. Responsible for shipping and receiving equipment. Following standard procedures for returned equipment to ensure it is wiped, returned to inventory or disposed in accordance with standards.
• Advanced Troubleshooting: Resolve complex OS issues (OS issues, driver conflicts, profile corruption) that L1 cannot solve.
• Software Packaging Support: Assist L3 in testing new application deployments and reporting back on compatibility issues.
• Knowledge Management: Author and maintain Knowledge Base (KB) articles based on resolved escalations to improve L1 knowledge, ultimately improving resolution rates.
• Problem Management: Identify trends in incoming tickets and escalate them to L3 as a potential problem.

• Bachelor s degree in IT, Computer Science, or related field (preferred).
• 2-4 years of experience in technical support
• Proficient ability to communicate complex technical concepts clearly and empathetically in a face-to-face setting, tailoring the message to the user s level of technical expertise.
• Strong proficiency in both Windows and Mac environments.
• Good knowledge in management tools (Azure, Intune) and the Microsoft application ecosystem.
• Intune Proficient in device enrollment, application deployment, and troubleshooting device compliance or configuration policy failures.
• Azure Experienced in managing user identities, security groups, and troubleshooting basic conditional access or MFA authentication issues.
• Microsoft 365 Advanced ability to support the core M365 stack (Teams, Outlook, One Drive) including sync resolution and license management.
• Strong communication and global support experience (APAC/NA/EMEA) is a plus.