 
						L1.5 Cloud and Systems Engineer
5 days ago
Key Responsibilities User & Endpoint Support (Advanced Level)• Troubleshoot escalated endpoint issues (Windows, Mac, mobile). Intune/MDM: perform enrollment troubleshooting, push policy refreshes, check compliance errors. Apply PowerShell scripts or basic CLI commands for troubleshooting. Support advanced Office 365 cases: Outlook client profile rebuilds, OST corruption, add-ins issues. Teams meeting failures, voice/video troubleshooting. OneDrive/SharePoint advanced sync & permission issues. Cloud & Identity Management • Perform user lifecycle management in Azure AD / Entra ID: Group membership, license assignments, conditional access troubleshooting. MFA and SSO troubleshooting (re-registration, token issues). Handle mailbox management in Exchange Online (shared mailboxes, distribution lists). Troubleshoot OneDrive/SharePoint access & sync issues beyond L1 scope. Basic monitoring & alert response in Azure portal or M365 Admin Center. Onsite Infrastructure Support (Hands & Eyes + Advanced Tasks)• Provide onsite support for network devices, servers, or firewalls under remote L2/L3 guidance. Perform firmware upgrades, patch installations, or configuration changes (if approved/runbook exists). Deploy and configure devices (laptops, docking stations, POS terminals, printers, WAPs). Support VPN client troubleshooting and endpoint security (EDR/AV agent health checks). Operational Excellence • Own ticket queue triage: resolve, elevate, or coordinate with L2. Document troubleshooting steps and maintain local knowledge base. Perform proactive health checks (M365 services, network connectivity, endpoint compliance). Assist with project rollouts (new cloud service deployments, endpoint migrations, pilot testing). Compliance & Best Practices • Ensure device and user compliance with corporate IT policies (MFA, patching, encryption). Follow ITIL-based incident, request, and change management processes. Maintain accurate IT asset inventory onsite. Provide monthly feedback to improve runbooks and SOPs. Escalation Boundaries L1.5 resolves independently • 60–70% of end-user & endpoint cases. Standard Microsoft 365
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