Senior M365 / Intune Client Management Specialist

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