MDM - Intune L2 Engineer

MDM-Intune L2 Engineer

Location : Cracow (hybrid model)

Role Summary :

As an MDM-Intune L2 Engineer , you will be responsible for supporting device enrollment, configuration, application deployment, and policy compliance across multiple platforms using Microsoft Intune. You will provide second-level support, collaborate with other teams, and ensure alignment with organizational security and compliance standards.

Responsibilities :

Device Enrollment and Configuration

Assist with the enrollment and setup of devices in compliance with organizational policies across platforms such as iOS, Android, Windows, macOS, and ChromeOS.

Implement and manage standard device configurations and profiles using Microsoft Intune.

Ensure all devices comply with security policies and procedures.

Support and Troubleshooting

Provide technical support for device-related issues, focusing on resolution of incidents and service requests.

Escalate unresolved issues to L3 engineers and collaborate on complex problem-solving.

Assist in troubleshooting compliance and security policy issues on user devices.

Application Deployment

Deploy and manage applications on user devices through Intune.

Handle application updates and support application troubleshooting for end-users.

Ensure proper implementation of app protection policies.

User and Group Management

Assist in managing user accounts and devices through Intune and Azure Active Directory.

Support role-based access controls and manage user and device security groups.

Monitoring and Reporting

Monitor device compliance and security status, generating periodic reports for analysis.

Support in creating documentation for support processes, configurations, and troubleshooting guides.

Collaboration

Work with IT teams to ensure seamless integration of Intune with existing infrastructures.

Collaborate with stakeholders to provide feedback and suggest improvements for device management policies and procedures.

Qualifications :

Experience with Microsoft Intune and Mobile Device Management (MDM) solutions.

Familiarity with device enrollment, configuration, and compliance tasks.

Strong technical support and troubleshooting skills, particularly with user devices and applications.

Basic knowledge of network security and compliance policies.

Good communication and collaboration skills, with the ability to effectively support end-users.

Experience with managing Active Directory and Azure Active Directory is a plus.

Additional Duties :

Provide support for on-call escalations and perform root cause analysis.

Independently resolve tickets within agreed SLA in terms of volume and time.

Adhere to quality standards, regulatory requirements, and company policies.

Contribute to value-adding activities such as knowledge base updates, training new staff, and coaching analysts.

Ensure positive customer experience and high CSAT through First Call Resolution and minimal case reopens or rejections.

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