L2 Intune SME

About the role Serve as the Subject Matter Expert (SME) and escalation point for Microsoft Intune and Modern Workplace/Endpoint Management operations. This role involves managing and supporting Microsoft Intune, Windows Autopilot, endpoint compliance, configuration profiles, application deployment, BitLocker, LAPS, Conditional Access, and Microsoft Defender for Endpoint across a global operational environment. Qualifications Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field 5–7 years of experience in IT Infrastructure, End User Computing, Modern Workplace, or Endpoint Management 3+ years of hands-on experience managing Microsoft Intune in an enterprise environment 5+ years of experience supporting Microsoft 365 and endpoint technologies Strong hands-on experience with Microsoft Intune, Windows Autopilot, Microsoft Entra ID (Azure AD), Conditional Access, Device Compliance Policies, Configuration Profiles and Security Baselines, Application Packaging and Deployment, BitLocker and Windows LAPS, Microsoft Defender for Endpoint, MDM/MAM, and PowerShell scripting Experience troubleshooting L2/L3 Intune and endpoint issues including enrollment, policy conflicts, compliance, Autopilot, application deployment, and endpoint security Experience with Intune governance, RBAC/least privilege, technical documentation, SOPs, and audit/compliance requirements Knowledge of ITIL Incident, Problem, Change, and Major Incident Management Experience with automation, reporting, monitoring, and endpoint health/compliance dashboards Strong analytical, troubleshooting, communication, leadership, and stakeholder management skills Key responsibilities Manage and support Microsoft Intune, Windows Autopilot, endpoint compliance, configuration profiles, application deployment, BitLocker, LAPS, Conditional Access, and Microsoft Defender for Endpoint Provide L2/L3 technical troubleshooting and resolution for Intune enrollment, policy conflicts, device compliance, Autopilot provisioning, application deployment, remediation scripts, and endpoint security issues Maintain and improve Intune technical standards, security baselines, governance controls, operational documentation, and support procedures Coordinate endpoint support and escalations with Service Desk, Local IT, Security, Infrastructure, Microsoft Support, vendors, and regional stakeholders Monitor and improve endpoint health, compliance, deployment success, service quality, SLA/KPI performance, and recurring issues Develop PowerShell automation, reporting, and dashboards to improve operational efficiency and reduce manual activities Support security, compliance, audit readiness, vulnerability remediation, Zero Trust, and least-privilege initiatives related to endpoint management Ensure adherence to ITIL processes for incidents, requests, problems, changes, and major incidents Support endpoint-related projects such as Intune expansion, Windows Autopilot, Windows 11 readiness, application packaging, device compliance improvements, and security hardening Provide technical coaching, knowledge transfer, documentation, and upskilling to L1/L2/L3 support resources