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- Cleanup of inactive or outdated devices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
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.