ADMINISTRATOR L3

Role Purpose

The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

4-8 years’ experience in Re-Packaging vendor applications (Physical Packaging, MSIX, Migrations and Intune SWD knowledge)

• Mid-level application packaging Administrator utilizing tools like Rabopack, Action 1, Copilot, AI-driven insights, and automation for governance enforcement, and proactive issue resolution.

• Should be well versed with end-to-end Application packaging process and life cycle.

• Hands on experience on tools like Install Shield, MSIX, Intune packaging and Advanced Installer.

• Complex repackaging, virtualization, and escalation handling

• Excellent troubleshooting skills. Deep-dive analysis using tools like ProcMon and Event Viewer.

• Develop best practices/ process documents in collaboration with the team

• Cross functional skills in EUC Engineering space like Intune and Software Distribution

• Pro- active approach, strong team player

• Strong problem solving skills including critical thinking, analysis, negotiation, Ability to work well under pressure and work on multiple projects

• Basic knowledge in AD groups related to Software distribution

• Trouble shoot and resolve complex packaging issues.

• knowledge of multiple tools like apptimized, Rabopack, Action 1 etc..

MAC Support experience

• Apply 5–8 years of macOS administration experience to manage medium/large Mac fleets.

• Perform day-to-day macOS device management through MDM platforms (Jamf/Intune/Kandji/Workspace ONE).

• Create, deploy, and manage configuration profiles, policies, scripts, and security controls.

• Troubleshoot macOS OS issues, kernel/system extension conflicts, login/window services, and app-related problems.

• Use experience to manage patching, OS upgrades, and application update cycles.

• Support onboarding/offboarding workflows, zero-touch provisioning, DEP/ABM integrations.

• Maintain enterprise compliance with CIS benchmarks, FileVault, Gatekeeper, Firewall, and Endpoint tools.

• Leverage experience to resolve escalated L1 tickets and document resolutions.

• Use AI tools (Copilot/Intune Copilot) to suggest remediation steps and troubleshoot logs.

• Collaborate with InfoSec, DevOps, Networking teams for integrated ecosystem management.

• Maintain dashboards, asset reports, MDM inventory, and compliance tracking.

Mandatory Skills: Application Packaging - Windows.

Experience: 3-5 Years.

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