Endpoint Operations Analyst (L1) – Intune & SCCM

About Gruve Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks. Position Summary: We are looking for a proactive L1 System Administrator to support enterprise endpoint operations, including Windows devices, device enrollment, software deployment and endpoint management. The role is responsible for monitoring, initial troubleshooting, routine device checks, incident logging and escalation to L2/L3 teams to maintain endpoint availability and meet operational SLAs. Key Responsibilities: Endpoint & Device Management Provide first-level support for Windows endpoint incidents and service requests. Perform basic checks on device health, availability, connectivity and configuration. Support routine device enrollment and provisioning activities using approved procedures. Perform initial checks for Intune/SCCM policy synchronization and device compliance issues. Assist with Windows Autopilot enrollment and device lifecycle activities. OS Patching & Application Management Monitor endpoint patching status and report failed or pending updates. Perform approved software installation, deployment validation and basic troubleshooting. Support routine Windows update checks and post-patching validation. Identify application installation failures and escalate unresolved issues to L2. Assist with approved driver, firmware and configuration update activities. Endpoint Configuration & Compliance Perform basic checks on device compliance, encryption status and configuration policies. Identify issues related to BitLocker, device configuration and policy application. Collect relevant diagnostic information and escalate compliance failures to L2. Coordinate with the dedicated Defender/Security team through established procedures for security-related incidents. Follow approved endpoint management and security policies. Operations & Service Management Log, categorize, prioritize and track incidents and service requests in ServiceNow or equivalent ITSM tools. Perform initial troubleshooting using approved runbooks and standard operating procedures. Escalate unresolved issues within defined SLAs and escalation procedures. Maintain accurate ticket updates, operational checklists and shift handover documentation. Coordinate with L2/L3, Service Desk, Identity, Security and Application teams. Follow ITIL Incident, Change and Request Management processes. Ensure effective APAC–EMEA–NLAM shift handovers and uninterrupted 24x7 operational support. Required Skills & Qualifications: Basic knowledge of Windows operating systems and endpoint troubleshooting.