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