Device Lifecycle Engineer (L3 Support) II CloudAngles

Cloud Angles Digital Transformation; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Cloud Angles Digital Transformation is seeking a Device Lifecycle Engineer to provide Level 3 engineering support for enterprise Windows and macOS environments. You will resolve complex endpoint issues, support endpoint management platforms, and ensure device compliance.

You will collaborate with Level 2, infrastructure, networking, and security teams to resolve cross-functional issues, create technical documentation, and contribute to problem management initiatives.

Qualifications

• Experience providing Level 3 engineering support for Windows and macOS endpoint issues.
• Proficiency with OS deployment, imaging, and patch management processes.
• Hands-on experience with Intune, Autopilot, and Azure AD for device lifecycle management.

Responsibilities

• Provide Level 3 technical support for Windows and macOS endpoints.
• Troubleshoot OS, application, and endpoint management issues; perform root cause analysis.
• Assist in OS deployments, upgrades, and lifecycle refresh activities.
• Administer Microsoft Intune, Autopilot, and policy configurations.

Skills

Windows Admin

Win 10/11 Admin

OS Deployment

GPO

Patch Management

Endpoint Troubleshooting

Endpoint Management

Intune

Autopilot

Azure AD

Endpoint Security

macOS Admin

Device Enrollment

Software Deployment

ITIL/ITSM

ServiceNow

Incident Mgmt

Change Mgmt

Problem Mgmt

Job description

About the Role

We are looking for a skilled Device Lifecycle Engineer to provide Level 3 engineering support for enterprise Windows and macOS environments, resolving complex endpoint issues, supporting endpoint management platforms, and ensuring device compliance.

Key Responsibilities

• Provide Level 3 technical support for complex Windows and macOS endpoint incidents escalated from Level 2 support teams.
• Perform advanced troubleshooting, root cause analysis, and resolution of operating system, application, and endpoint management issues.
• Support Windows and macOS operating system deployments, upgrades, patching, and lifecycle refresh activities.
• Administer and troubleshoot Microsoft Intune, Windows Autopilot, and endpoint management policies.
• Investigate and resolve endpoint configuration, compliance, and security-related issues.
• Support Microsoft Entra ID (Azure AD) integration, device enrollment, and authentication-related issues.
• Work with ServiceNow for incident, change, problem, and asset management activities.
• Identify recurring issues, recommend permanent fixes, and contribute to problem management initiatives.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
• Collaborate with Level 2 support, infrastructure, networking, and security teams to resolve cross-functional issues.

Required Skills

• Windows Administration
• Windows 10/11 Administration
• OS Deployment and Imaging
• Group Policy (GPO)
• Windows Update & Patch Management
• Endpoint Troubleshooting
• Endpoint Management
• Microsoft Intune
• Windows Autopilot
• Microsoft Entra ID (Azure AD)
• Endpoint Compliance Policies
• Endpoint Security Fundamentals
• macOS
• macOS Administration
• Device Provisioning and Enrollment
• Software Installation and Updates
• Patch Management
• Performance and Application Troubleshooting
• Enterprise Device Management Concepts
• IT Service Management
• ServiceNow
• Incident Management
• Change Management
• Problem Management
• ITIL-based Support Processes

Nice to Have

• PowerShell scripting for endpoint administration and automation
• Basic Bash or Terminal scripting for macOS administration
• Experience with application packaging and software deployment
• Exposure to endpoint monitoring or analytics tools
• Understanding of automation and API-based integrations