Technical Analyst – Endpoint L3 Engineers (24/7)
Responsibilities
• Provide 24x7 shift-based advanced support for critical endpoint and VDI incidents.
• Triage escalations from L1/L2, perform deep technical troubleshooting, and drive incidents to resolution within
SLAs.
• Lead coordination with network, identity, security, application, and infrastructure teams during major incidents.
• Produce clear incident timelines, root cause updates, and customer communications as needed.
• Implement, and troubleshoot Group Policy (GPO) for endpoint configuration, security baselines, and user
experience.
• Administer and support Microsoft Intune and SCCM/MECM for device enrollment, compliance, patching,
software distribution, and reporting.
• Resolve device management issues (enrollment failures, policy conflicts, update compliance, deployment
failures).
• Manage application lifecycle: pilot, UAT coordination, phased rollouts, rollback planning, and post-deployment
validation.
• Troubleshoot packaging/deployment failures and dependency conflicts; partner with app owners for
remediation.
• Troubleshoot complex issues on Windows 10/11 devices (performance, profile corruption, OS stability, drivers,
BitLocker, updates, login issues).
• Support endpoint security and compliance troubleshooting (certificates, VPN agents, EDR conflicts—per approved
tooling).
• Provide advanced support for peripherals and collaboration tools as applicable.
• Citrix Cloud & AWS Workspaces Issues troubleshooting on Endpoint OS and Application Level
• Provide advanced troubleshooting for macOS endpoints (device posture, app issues, connectivity, OS updates,
MDM policy impact).
• Support Chromebook/ChromeOS issues including enrollment, policy, authentication, and application access (as
applicable).
• Perform root cause analysis (RCA), document known errors, and implement permanent fixes.
• Create and maintain knowledge articles, SOPs, and runbooks for L1/L2 and operations.
• Identify automation opportunities for common issues (self-service, scripts, monitoring improvements).
Experience & Requirements:
• 6+ years’ experience in enterprise endpoint support/engineering with at least 2+ years in L3 or equivalent
advanced escalation role.
• Strong hands-on experience supporting SCCM/MECM in a medium-to-large enterprise environment.
• Proven experience with OSD/imaging and deployment automation for Windows endpoints.
• Demonstrated troubleshooting experience across Windows, macOS, and ChromeOS in managed enterprise
environments.
• Experience supporting or integrating with VDI platforms (Citrix/AWS/Azure Virtual Desktop or equivalent).
• Experience in 24/7 operations, on-call support, and handling major incidents and RA.
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