Technical Analyst

My client is a leading educational company dedicated to transforming the learning experience through cutting-edge technology. Their mission is to provide innovative, reliable solutions that help students, teachers, and administrators succeed. As we continue to expand, we are looking for a Technical Analyst with expertise in Microsoft Intune, mobile device management, and 2nd line support to join our dynamic IT team.

Role Overview:

As a Technical Analyst, you will provide critical support for our mobile device management systems, specifically Microsoft Intune, and assist in the deployment and maintenance of endpoint devices. You will play an essential role in managing, troubleshooting, and resolving escalated technical issues, ensuring seamless device management and patching processes across our organization. The role offers the flexibility of working remotely most of the week, with the opportunity to collaborate in person 1-2 days per week at our Chelmsford or Cambridge locations.

Key Responsibilities:

• Intune & Mobile Device Management: Deploy, configure, and manage mobile devices via Microsoft Intune. Support the management of corporate devices, including Windows, iOS, and Android platforms. Troubleshoot and resolve complex mobile device management (MDM) issues. Maintain and update device profiles, compliance policies, and application deployments.
• Endpoint Configuration & Management: Assist in the configuration, deployment, and management of endpoint devices using Endpoint Configuration Manager (SCCM). Ensure proper patch management processes are in place and perform regular patching of devices across the network. Monitor device health and performance, ensuring all endpoints are properly configured and updated.
• 2nd Line Support: Respond to and resolve escalated 2nd line support tickets, ensuring timely resolution of technical issues. Provide expert-level troubleshooting and root cause analysis for more complex issues. Work closely with end-users, understanding their requirements and delivering technical solutions. Escalate issues to senior engineers as needed while keeping stakeholders updated on progress.
• Documentation & Knowledge Sharing: Create and maintain detailed documentation on device configurations, support processes, and troubleshooting guides. Share knowledge and provide training to junior team members when required.

Required Skills & Experience:

• Minimum 2 years of experience working with Microsoft Intune and mobile device management (MDM).
• Experience with Endpoint Configuration Manager (SCCM) and patch management processes.
• Proven experience in 2nd line support, dealing with escalated technical tickets.
• Strong understanding of Mobile Device Management (MDM) and the full lifecycle of device deployment, configuration, and management.
• Strong troubleshooting skills, particularly in device management and patching issues.
• Knowledge of IT security best practices related to device and application management.
• Excellent communication skills, with the ability to interact with technical and non-technical stakeholders.

Nice to Have Skills:

• Experience with Azure Active Directory and Azure-based services.
• Familiarity with modern IT infrastructure and cloud-based technologies.
• Knowledge of Windows Autopilot or other device provisioning technologies.
• ITIL certification or knowledge of ITIL processes.

Education & Qualifications:

• Degree in Computer Science, Information Technology, or a related field is preferred, but not required.
• Microsoft certifications (e.g., Microsoft Certified: Security, Compliance, and Identity Fundamentals) are a plus.

This role offers flexible working with 1 - 2 days a week on site and a 1 stage interview process. Interview slots now available, apply now to be considered.