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