Role Overview
As a Senior IT Support Specialist (Intune/EUC expert), you will be a cornerstone of our operational support team, delivering advanced technology and software solutions across the global enterprise. You will serve as the primary technical architect for Microsoft Intune, overseeing business-critical EUC configurations while proactively evolving our ecosystem for peak performance and user experience. You will collaborate deeply with stakeholders in Corp IT, Infra, and Security to refine our EUC roadmap, selecting best-of-breed technologies and ensuring optimal, secure configurations. You will bring a passion for emerging tech and hardware, rigorously evaluating new systems while challenging past choices and configurations across Windows, macOS, Linux, and ChromeOS.
Responsibilities
Design, test, and deploy Windows Configuration Profiles, Compliance Policies, and Conditional Access rules within Microsoft Endpoint Manager (Intune).
Manage and troubleshoot the Windows Autopilot deployment process to ensure a seamless "out-of-the-box" experience for remote new hires.
Package, test, and deploy Win32 applications (.intunewin) and M365 apps, ensuring silent installs and reliable updates.
Oversee Windows Update rings and feature updates to ensure the fleet remains secure and compliant without disrupting user productivity.
Act as the final point of escalation for complex Windows OS, hardware (Lenovo and MacBook), and driver issues that Tier 1 and Tier 2 support cannot resolve.
Perform deep-dive troubleshooting using Event Viewer, log analysis, and Sysinternals tools.
Manage and troubleshoot device enrollment, compliance, and configuration profiles for various operating systems.
Experience integrating Apple Business Manager (ABM) with Jamf PreStage Enrollments to automate the Out-of-Box Experience (OOBE).
Provide advanced technical support to end-users, resolving complex hardware, software, and network issues.
Conduct training sessions and workshops to ensure effective use of IT systems and tools.
Serve as a point of escalation for challenging support tickets and service requests.
Collaborate with the Infosec team to ensure the security and integrity of IT systems and endpoints through regular maintenance and updates.
Manage device identity and hybrid-join states within Entra ID (Azure AD).
Implement and monitor endpoint security policies, including BitLocker encryption, CrowdStrike for Endpoint, and local admin restriction policies (LAPS).
Assist in the deployment, configuration, and maintenance of IT infrastructure, including servers, network devices, and workstations.
Utilise PowerShell scripting to automate repetitive tasks & Bash/Zsh scripting for custom remediation.
In-depth understanding with deployment technologies to include, but not limited to AD DS, AD FS, AAD Connect, Identity & Access Management, MFA, RMS, AIP
Create detailed technical documentation and Knowledge Base articles to empower IT support to handle routine Windows/Mac issues with Intune.
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