Endpoint Operations Analyst L1 – Intune, SCCM
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Job Description
Endpoint Operations Analyst supporting Windows endpoint operations for Gruve, an enterprise AI transformation software services startup. Managing Intune/SCCM monitoring, troubleshooting, compliance checks, and 24x7 incident escalation.
Responsibilities:
- Provide first-level support for Windows endpoint incidents and service requests
- Perform basic checks on device health, availability, connectivity and configuration
- Support routine device enrollment and provisioning using approved procedures
- Perform initial checks for Intune/SCCM policy synchronization and device compliance issues
- Assist with Windows Autopilot enrollment and device lifecycle activities
- Monitor endpoint patching status and report failed or pending updates
- Perform approved software installation, deployment validation and basic troubleshooting
- Support Windows update checks and post-patching validation
- Identify application installation failures and escalate unresolved issues to L2
- Assist with approved driver, firmware and configuration updates
- Check device compliance, encryption status and configuration policies
- Collect diagnostic information and escalate compliance failures to L2
- Coordinate with the Defender/Security team for security-related incidents
- Log, categorize, prioritize and track incidents and service requests in ServiceNow or equivalent ITSM tools
- Perform initial troubleshooting using approved runbooks and standard operating procedures
- Escalate unresolved issues within defined SLAs
- Maintain ticket updates, operational checklists and shift handover documentation
- Coordinate with L2/L3, Service Desk, Identity, Security and Application teams
- Follow ITIL Incident, Change and Request Management processes
- Ensure APAC–EMEA–NLAM shift handovers and uninterrupted 24x7 operational support
- Operate within the L1 role boundary: endpoint monitoring, routine checks, basic troubleshooting and incident escalation
Requirements:
- Basic knowledge of Windows operating systems and endpoint troubleshooting
- Familiarity with Windows updates, software installation, device connectivity and system settings
- Basic understanding of Microsoft Intune and/or SCCM/MECM
- Knowledge of device enrollment, configuration policies and endpoint compliance fundamentals
- Basic understanding of BitLocker, encryption and Windows security configurations
- Familiarity with ServiceNow or equivalent ITSM tools
- Understanding of incident management, SLA compliance and escalation procedures
- Good communication, documentation and shift handover skills
- Willingness to work in rotational shifts in a 24x7 production support environment
- Preferred: Basic PowerShell knowledge
- Preferred: Exposure to Windows Autopilot and endpoint provisioning
- Preferred: Familiarity with Microsoft Entra ID and device registration
- Preferred: Basic understanding of application deployment and patch management
- Preferred: Microsoft MD-102 fundamentals or equivalent endpoint management training
- Preferred: Exposure to enterprise monitoring and endpoint management tools
Benefits:
- Dynamic environment with strong customer and partner networks
- Culture of innovation, collaboration, and continuous learning
- Diverse and inclusive workplace
- Equal opportunity employer
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