Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Microsoft Windows Desktop Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
The Senior Analyst is responsible for managing and enhancing enterprise Windows endpoint environments using Microsoft Intune, Windows Autopilot, and Active Directory. The role ensures efficient IT service delivery through ITIL-based Incident, Problem, Change, and Service Request Management while driving endpoint compliance, operational excellence, reporting, automation, and continuous service improvement.

Key Responsibilities -

- Manage incidents, service requests, problems, and changes in accordance with ITIL best practices.
- Administer and support Windows endpoints using Microsoft Intune, Windows Autopilot, and Azure Active Directory.
- Monitor SLA compliance, track service performance, and generate operational reports.
- Conduct Root Cause Analysis (RCA) for recurring issues and maintain KEDB, Knowledge Base articles, SOPs, and Change Management documentation.
- Provide L2/L3 support for complex endpoint and device management issues.
- Participate in CAB meetings, Problem Management activities, and continuous improvement initiatives.


Professional & Technical Skills:
- Prepare and maintain SLA, RSAT, and Service Request reports.
- Analyze SLA breaches and recommend process improvements.
- Monitor service performance metrics and provide actionable insights.
- Analyze application crash and freeze trends and deliver reports with findings and recommendations.
Documentation & Continuous Improvement
- Create, maintain, and update:
- Knowledge Base (KB) Articles
- Continuous Improvement Plans (CIP)
- Initial and Final RCA Documents
- Known Error Database (KEDB)
- Carve-Out Documentation
- Service Request and Problem Reports
- Change Management Documentation
- Testing and Validation Documents
- Identify opportunities to improve service quality and operational efficiency.

Additional Information:
- Microsoft Intune and Windows Autopilot
- Active Directory and Windows Desktop Management
- Incident, Problem, Change, and Service Request Management
- ITIL Processes and SLA Management
- PowerShell (Python is an added advantage)
- Endpoint Security, Compliance, and Patch Management
- Root Cause Analysis (RCA)
- Reporting and Technical Documentation
- Experience - 4–5 years of experience in Microsoft Endpoint Management and IT Service Management.
- Hands-on experience providing L2/L3 support for Windows desktop and enterprise endpoint environments.
- ITIL Foundation
- Microsoft Certified: Endpoint Administrator Associate (MD-102)
- Microsoft 365 Certified: Modern Desktop Administrator
- PowerShell or Python Certification