Accountabilities/Responsibilities

• Provide L2/L3 support for Windows endpoints and Cloud PCs (Windows 365) managed via Microsoft Intune, handling escalated incidents and service requests related to device enrollment, configuration, application installation, and policy compliance.

• Support the end-to-end device lifecycle, including device provisioning, rebuilds, re-enrollment, and de‑provisioning activities, in line with documented SOPs and defined escalation procedures.

• Assist with application deployment support by validating Microsoft Intune deployment profiles, assignment groups, dependencies, and installation results, and troubleshooting application installation failures escalated from the Service Desk.

• Perform basic Windows application packaging and validation tasks as required, supporting senior engineers with testing, issue identification, and deployment readiness.

• Investigate recurring or complex technical issues, perform initial analysis, and escalate appropriately to senior team members with clear findings and supporting evidence.

• Collaborate closely with the Service Desk, Infrastructure, Security, and On‑site Support teams to ensure timely issue resolution, effective communication, and an improved end‑user experience.

• Ensure all support activities adhere to security, compliance, and operational standards, proactively identifying and raising risks through established governance and escalation channels.

• Create, update, and maintain support documentation, including SOPs, troubleshooting guides, and knowledge base articles, to improve first‑time fix rates and reduce repeat incidents.

• Support continuous improvement of the digital employee experience by leveraging and enhancing PowerShell-based tools and scripts to automate tasks and reduce manual operational effort.

Key Stakeholder Management

Internal / External

• Business & Workspace Delivery Teams

• Consultants

• Vendors (Microsoft)

Knowledge, Skills, Experience & Educational Qualification

Knowledge & Skills (Key):

• Strong understanding of ITSM processes and escalation workflows.

• Provide support for Windows endpoints, resolving issues escalated from L1 and L2.

• Perform basic application packaging and test validation activities.

• Support Cloud PC (Windows 365) provisioning and troubleshooting.

• Troubleshoot Windows Update for Business, including update rings and compliance issues.

• Conduct troubleshooting using Event Viewer, device diagnostic logs.

• Use PowerShell scripts to automate tasks and reduce manual effort.

• Create and maintain SOPs, troubleshooting guides, and knowledge articles to improve fix rates.

KNOWLEDGE AND SKILLS (DESIRABLE):

• Experience working with infrastructure SCCM / MECM and Azure AD (Entra ID) , Nexthink, Patch My PC.

• Familiarity with Citrix, App-V, Cloud PC/Windows 365, AVD or other VDI platforms, including application virtualization and remote desktop delivery.

Experience:

• 2-4 years of hands-on experience in End User Computing (EUC) administration, managing Windows devices, modern management platforms, and enterprise endpoint environments.

• Experience working within global infrastructure teams and collaborating effectively.

• Strong background in supporting, maintaining, and troubleshooting end-user technologies, including operating systems, device provisioning, application deployment, and endpoint security.

• Demonstrated success working in fast paced, agile environments, contributing to cross functional teams, and adapting quickly to evolving business and technology requirements.

Educational Qualification:

• Graduate/Masters in any discipline

• Any certifications would be an added advantage

Note: *We are in Hybrid working with three days’ work from office (subject to policy change)