Senior Support Engineer - Mobile Device Management (4-6 yrs)

Responsibilities :

- Provide expert-level L2 support for issues reported through Helpdesk tickets, calls, and chat related to Microsoft Intune EMM for Android and iOS devices.

- Troubleshoot and resolve complex device enrollment, application login, VPN connectivity, and policy-related issues escalated from the L1 support team.

- Conduct thorough root cause analysis and implement effective solutions to prevent recurring issues.

- Manage new application client deployments and updates for existing applications on the Intune EMM platform.

- Ensure seamless application delivery and troubleshoot deployment failures.

- Package and configure applications for deployment through Intune.

- Troubleshoot and resolve issues related to Intune policies, including compliance policies, configuration profiles, and conditional access policies.

- Implement and manage Intune policies to enforce security standards and ensure device compliance.

- Manage and maintain the overall health of the Intune EMM environment.

- Monitor device compliance and take corrective actions as needed.

- Provide support for device wipe and retire operations.

- Perform data extraction and reconciliation for repeated tasks to improve efficiency.

- Identify opportunities for automation and implement solutions to streamline support processes.

- Participate in the change management process for deploying updates and changes to the production Intune environment.

- Ensure smooth and controlled implementation of changes with minimal disruption to users.

- Manage user access management workflows within the Intune environment.

- Ensure proper permission assignments and access control.

- Create and maintain comprehensive documentation, including knowledge base articles, troubleshooting guides, and standard

operating procedures.

- Share knowledge and best practices with the L1 support team and other stakeholders.

- Collaborate with other IT teams and vendors to resolve complex issues and implement new solutions.

- Work closely with the security team to enforce mobile security policies.

Required Skills and Experience :

- Bachelors degree in Computer Science, Information Technology, or a related field.

- Minimum of 5+ years of experience in IT support, with a focus on mobile device management.

- Extensive experience with Microsoft Intune EMM, specifically for managing Android and iOS devices.

- Strong understanding of mobile operating systems (Android and iOS) and their security features.

- Proven ability to troubleshoot complex technical issues and provide effective solutions.

- Experience with application packaging and deployment for mobile devices.

- Knowledge of VPN technologies and network connectivity troubleshooting.

- Familiarity with scripting languages (e.g., PowerShell) is a plus.

- Excellent communication, interpersonal, and problem-solving skills.

- Ability to work independently and as part of a team.

- Strong understanding of security best practices.

- Experience with user access management.

- Experience with change management procedures.