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.