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Systems Engineering Senior Specialist - Windows Endpoint & Laptop Support L2

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NTT DATA

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Location:
India , Bangalore

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are currently seeking a Systems Engineering Senior Specialist - Windows Endpoint & Laptop Support L2 (Grade 9)-IND to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Job Responsibility:

  • Provide L2 troubleshooting and resolution for Windows 10/11 laptop hardware, software, and OS-related issues
  • Act as escalation point from L1 support teams
  • Diagnose and resolve issues related to Windows OS, drivers, application conflicts, user profiles, and system performance
  • Manage and troubleshoot laptop provisioning, reimaging, and OS refresh workflows
  • Support Windows Autopilot and zero-touch provisioning in hybrid Azure AD environments
  • Coordinate with hardware vendors for warranty repairs and replacements
  • Manage end-user communication and expectation setting during incident resolution
  • Document incident trends, root cause findings, and resolution steps in ITSM ticketing system
  • Use HCL BigFix for endpoint visibility, health monitoring, and remote remediation
  • Deploy and manage software packages, patches, and configuration changes via BigFix
  • Create and maintain BigFix Fixlets, Tasks, and Baselines
  • Monitor BigFix client health and remediate unhealthy endpoints
  • Use BigFix Relevance Language for targeted diagnostics
  • Leverage BigFix WebUI for real-time endpoint compliance reporting
  • Support patch compliance monitoring for Windows laptops
  • Enforce security baselines and compliance policies using BigFix Compliance and Group Policy
  • Manage BitLocker encryption, Windows Defender configurations, and endpoint security posture
  • Support conditional access and device compliance policies in Azure AD / Intune
  • Ensure endpoint configurations meet compliance requirements
  • Perform regular endpoint audits and generate compliance reports
  • Develop PowerShell scripts for automated diagnosis and remediation
  • Create BigFix Action Scripts for remote fixes and registry changes
  • Build automation routines for common L2 tasks
  • Maintain a library of tested scripts and automation runbooks
  • Support hybrid management environments with BigFix and Intune/SCCM
  • Assist with Intune enrollment and compliance policy troubleshooting
  • Collaborate with L1 support, infrastructure, security, and application teams
  • Contribute to knowledge base articles, SOPs, and runbooks
  • Participate in problem management activities
  • Support onboarding and offboarding processes
  • Mentor L1 engineers on Windows endpoint troubleshooting best practices

Requirements:

  • Provide L2 troubleshooting and resolution for Windows 10/11 laptop hardware, software, and OS-related issues
  • Act as escalation point from L1 support teams for complex endpoint incidents that cannot be resolved at the first level
  • Diagnose and resolve issues related to Windows OS, drivers, application conflicts, user profiles, and system performance
  • Manage and troubleshoot laptop provisioning, reimaging, and OS refresh workflows for end users
  • Support Windows Autopilot and zero-touch provisioning scenarios in hybrid Azure AD environments
  • Coordinate with hardware vendors for warranty repairs, replacements, and hardware fault resolution
  • Manage end-user communication and expectation setting during incident resolution, ensuring SLA adherence
  • Document incident trends, root cause findings, and resolution steps in the ITSM ticketing system (ServiceNow / Remedy)
  • Use HCL BigFix as the primary tool for endpoint visibility, health monitoring, and remote remediation across the Windows laptop fleet
  • Deploy and manage software packages, patches, and configuration changes to laptops via BigFix Software Distribution and Patch modules
  • Create and maintain BigFix Fixlets, Tasks, and Baselines for automated remediation of common laptop issues
  • Monitor BigFix client health across managed laptops and remediate unhealthy or non-reporting endpoints
  • Use BigFix Relevance Language (BRL) to build custom queries for targeted endpoint diagnostics and inventory gathering
  • Leverage BigFix WebUI and dashboards for real-time endpoint compliance visibility and reporting
  • Support patch compliance monitoring for Windows laptops, ensuring alignment with organizational patch SLAs
  • Enforce security baselines and compliance policies on Windows laptops using BigFix Compliance (SCM) and Group Policy
  • Manage BitLocker encryption, Windows Defender configurations, and endpoint security posture via BigFix and Intune
  • Support conditional access and device compliance policies in Microsoft Azure AD / Intune environments
  • Ensure endpoint configurations meet organizational and regulatory compliance requirements
  • Perform regular endpoint audits and generate compliance reports for management review
  • Develop PowerShell scripts for automated diagnosis, remediation, and configuration management of Windows laptops
  • Create BigFix Action Scripts for remote automated fixes, registry changes, and software deployments
  • Build automation routines to handle common L2 tasks such as cache cleanup, profile repairs, and driver updates
  • Maintain a library of tested scripts and automation runbooks for reuse across the support team
  • Working knowledge of Microsoft Intune / SCCM for co-managed device scenarios and policy enforcement
  • Support hybrid management environments where BigFix and Intune/SCCM coexist for laptop management
  • Assist with Intune enrollment, compliance policy troubleshooting, and device configuration profile issues
  • Collaborate with L1 support, infrastructure, security, and application teams to resolve cross-functional endpoint issues
  • Contribute to knowledge base articles, SOPs, and runbooks to improve team capability and reduce repeat incidents
  • Participate in problem management activities to identify recurring issues and drive permanent fixes
  • Support onboarding and offboarding processes including laptop provisioning, data migration, and device recovery
  • Mentor L1 engineers and provide technical guidance on Windows endpoint troubleshooting best practices

Additional Information:

Job Posted:
May 13, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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