Responsibilities

Windows 11 Rollout Support

- Support device onboarding via Autopilot
- Validation and handling of hardware hash imports
- Troubleshooting Autopilot deployment issues
- Execution of device readiness checks
- Monitoring rollout progress and identifying blockers

Intune Device Management

- Monitoring enrollment and device status
- Troubleshooting enrollment and configuration issues
- Review and analysis of compliance status
- Execution of predefined remediation steps

BYOD (Entra Registered) – Compliance Support

- Analysis of compliance issues on BYOD devices
- User guidance for resolving compliance problems
- Validation of device configuration
- Escalation of complex issues

Corporate Devices (Entra Joined)

- Support of company-managed devices
- Troubleshooting policy and configuration issues
- Support device lifecycle (reset, reprovisioning)
- Validation of compliance and configuration

Software Deployment & Patch Management

- Monitoring application deployments in Intune
- Analysis of failed software installations
- Monitoring Windows update and patch status
- Identification of recurring deployment issues
- Suggestion of remediation actions

Software Packaging Coordination

- Validation and testing of application packages
- Support for package acceptance and quality checks
- Creation of requirements for packaging requests
- Coordination with internal and external packaging teams
- Feedback and rework coordination

Intune & Client Ticket Handling (Second Level Support)  Processing of incidents and service requests in the area of Intune and client management

 Analysis and prioritization based on SLAs and support processes

 Troubleshooting of:

- Autopilot and enrollment issues
- BYOD compliance errors
- Software installation failures
- Patch and update issues
- Policy conflicts

Ticket Analysis & Quality Assurance





- Structured documentation of tickets and solutions
- Identification of recurring issues (problem patterns)
- Creation of standard solutions and runbooks
- Ensuring audit-ready ticket documentation

Escalation & Collaboration

- Structured escalation to 3rd level / engineering teams
- Collaboration with:
- Endpoint / Intune engineering
- Packaging teams
- Security and compliance teams
- Providing analyzed tickets including logs and root cause indicators

Monitoring & Proactive Incident Detection  Monitoring Intune dashboards and reports

 Identification of incidents based on monitoring data

 Proactive ticket creation in case of:

- Increased deployment failures
- Compliance issues
- Update problems

Operational Monitoring & Reporting

- Creation of regular reports on:
- Device compliance rates
- Deployment success rates
- Patch status
- Tracking Windows 11 rollout progress
- Identification of weak points and trends

Device Lifecycle Management

- Support device lifecycle:
- Enrollment
- Re-provisioning
- Retirement and wipe
- Validation of device inventory data
- Cleanup of inactive or outdated devices

Knowledge Management & Documentation

- Creation of user documentation (e.g. BYOD fixes)
- Maintenance of knowledge base articles
- Documentation of known issues and solutions

Continuous Improvement & Problem Management

- Identification of root causes for recurring issues
- Reduction of repeated incidents
- Improvement of processes and runbooks
- Feedback to engineering teams

Pilot & Rollout Support

- Support pilot phases in controlled environments
- Validation of deployment concepts
- Collection of feedback and issue patterns

Security & Compliance Support (Operational Only)

- Monitoring of device compliance status
- Support remediation of non-compliant devices
- Basic troubleshooting of client security issues
- No ownership of policies or governance

📌 Senior/ Intune Client Management Specialist (Pune)
🏢 KSB
📍 Pune