Technical Support Specialist

Job Description – L3 / SME Endpoint Architect (SCCM / Intune / MEM) 

Role Overview 

The L3 Endpoint SME is responsible for end-to-end ownership, architecture, and optimization of endpoint management platforms, including Microsoft Endpoint Configuration Manager (SCCM) and Microsoft Intune (MEM). 

This role acts as the highest technical escalation point, drives platform stability, automation, and modernization (Intune-first strategy), and ensures secure, compliant, and scalable endpoint management across the enterprise. 

Key Responsibilities 

Platform Ownership & Architecture 

Own the design, architecture, and roadmap for: 

Microsoft Intune (MDM/MAM) 

Device configuration 

Patch management 

Patch failures across large device groups 

Co-management conflicts (SCCM vs Intune workloads) 

SCCM logs (CAS.log, WUAHandler.log, AppEnforce.log, etc.) 

Monthly patch cycles 

Patch rings and deployment groups 

Ensure high compliance (>95–98%) across environment 

Align patching with security and audit requirements 

Application Packaging Strategy & Engineering 

Define standards and frameworks for: 

Detection methods and deployment logic 

Review and approve complex application packages 

Drive automation and standardization in packaging 

Policy & Compliance Management 

Design and implement: 

Compliance policies 

GPO vs Intune policies 

PowerShell (advanced scripting expected) 

Patch deployments 

Compliance remediation 

Drive adoption of: 

Zero-touch provisioning 

Patch compliance 

Device health and compliance 

Identify and eliminate: 

Recurring incidents 

Optimize infrastructure: 

Distribution point efficiency 

Implement endpoint security baselines 

Internal/external audits 

Improvement roadmap 

Risk and mitigation plans 

Required Skills & Qualifications 

Technical Expertise (Non-Negotiable) 

Deep hands-on experience in: 

Microsoft Intune (MEM) – device management, compliance, app deployment 

Strong expertise in: 

Azure AD / Entra ID 

PowerShell (mandatory) 

Windows Autopilot 

Windows Update for Business (WUfB) 

Process & Governance 

Strong ITIL understanding: 

CAB discussions 

Audit and compliance reporting 

Soft Skills 

Strong decision-making during critical issues 

Ability to simplify complex technical issues for business stakeholders 

Ownership mindset with proactive problem-solving 

Ability to challenge and improve existing setups (not just maintain) 

Experience & Education 

7–10+ years of experience in endpoint management / EUC engineering 

3+ years in L3 / SME / Architect role 

Bachelor’s degree in IT or related field 

Certifications (strongly preferred): 

Azure Administrator (AZ-104)