Senior Engineer - Cloud & Infra Management

Role Description Technology Landscape Tools full skill Windows Microsoft SCCM MECM Microsoft Intune Software Center Company Portal Azure AD Active Directory Windows Autopilot Windows 10 11 driver packages macOS Jamf Pro Apple Business Manager macOS FileVault MDM configuration profiles Mobile Microsoft Intune Microsoft Defender for Endpoint mobile iOS iPadOS Android Company Portal Android Enterprise Kiosk dedicateddevice configuration Common ServiceNow ITSM SSO MFA BAND P2 Support Engineer Associate Level 2 24 years The Endpoint Support Support Engineer Band P2 provides standardized secondline endpoint and device support for Knaufs global Digital Workplace Services Working under defined SOPs and supervision the role resolves routine incidents and service requests within agreed SLAs maintains accurate ServiceNow records and promptly escalates complex or crosstower issues Tools Technology Exposure Working operational command of the full technology landscape above confident daytoday use of the relevant admin consoles and tooling Handson Experience Required Demonstrated handson exposure typically 24 years to Windows device SCCM Intune client and Office clientside troubleshooting Azure AD AD and Intune device checks compliance ownership registration macOS troubleshooting and Jamf enrollment profiles policies and software deployment Mac provisioning FileVault and securitybaseline compliance iOS Android enrollment compliance and managedapp MAM troubleshooting Typical experience 24 years Key Activities Responsibilities Under defined SOPs and supervision executes the operational scope of the skill escalating complex or crosstower cases Windows Device Support L2 Provide secondline support for Windows device issues individual users isolated devices following up on firstline analysis Troubleshoot Software Center SCCM issues local installation and deployment failures and collect error details for packaging teams support desktop Office clientside issues Perform initial Azure AD AD checks ownership object info group membership registration and Intune checks compliance ownership primary user Support UAT allowlist activities via SCCM install and troubleshoot printer and peripheral drivers coordinate with Field Services and packaging teams macOS Device Support L1 L2 Provide first and secondline support for Apple macOS devices via ticketing phone chat or walkup Troubleshoot macOS login performance app crashes printing scanning OS updates and diagnose hardware issues resolve WiFi VPN email SSO MFA and AVperipheral issues Provision and deploy Macs imaging enrollment configuration encryption baseline software manage via Jamf enrollment profiles policy execution software deployment Maintain security compliance posture FileVault password policy patching malware protection support asset management and provide enduser guidance Mobile Device Support L2 Support enrollment of mobile devices into Microsoft Intune guidance status validation licensing access prerequisites Troubleshoot compliance issues Defender OS version policy enforcement sync checkin and access to corporatemanaged MAMprotected apps Support corporate connectivity for managed devices perform Intune operational actions status compliance review sync passcode reset Assist with kioskmode dedicated devices and support lostdevice scenarios per security and dataprotection procedures Certifications Qualifications ITIL 4 Foundation is expected across all bands Managing Professional desirable at P4 Strategic Leader desirable at P5 Product certifications scale with band associate at P2 specialty at P3 expert at P4 architect at P5 Relevant certifications for this skill MD102 Endpoint Administrator Microsoft SCCM MECM Jamf Certified Associate Administrator Apple ACSP ACMT Microsoft Intune specialty Skills: Active Directory, Windows, Ios, Windows 10, Sso, Macos, Azure Ad, Android, Microsoft Intune, Mfa Experience: 2.00-4.00 Years