Platform Engineer II

Job Summary

HCLTech Intel Ecosystem is seeking a Digital Workplace Engineer / Technical Specialist (E2) - Intel vPro & Fleet Services to support the deployment, configuration, operation and adoption of Intel-powered Digital Workplace managed services across enterprise customer accounts.

This is a hands-on technical role focused on implementation support, endpoint-management operations, technical documentation, troubleshooting, automation support and service enablement. The role will work under the guidance of senior architects, L3/L4 engineers and service leads to help deliver repeatable Intel vPro, Intel EMA, AMT and Fleet Services capabilities for HCLTech customers.

The successful candidate should have a good understanding of Digital Workplace infrastructure and endpoint-management technologies, with working knowledge of Intel vPro, Intel Endpoint Management Assistant, Intel Active Management Technology, Microsoft Intune, SCCM/MECM, Windows Autopilot, Azure, Microsoft Entra ID, endpoint security and enterprise device lifecycle management

Key Responsibilities

Key Responsibilities 1. Deployment & Technical Implementation Support Support deployment activities for Intel vPro, Intel EMA, AMT and Fleet Services across customer environments. Assist in configuring endpoint-management platforms, device groups, policies, profiles and access controls. Support integration activities involving Intune, SCCM/MECM, Autopilot, Azure, Entra ID and endpoint security tools. Follow approved solution designs, deployment guides, runbooks and standard operating procedures. Participate in pilots, proof-of-concepts, refresh programs and phased customer rollouts. Capture implementation observations, risks, issues and lessons learned for senior engineering review. 2. L2/L3 Technical Support & Troubleshooting Provide technical support for Intel vPro, EMA, AMT, endpoint management and fleet-management-related issues. Troubleshoot device connectivity, provisioning, policy application, agent installation, remote access and basic configuration issues. Support incident investigation across endpoint hardware, firmware, operating system, network, identity and management-platform layers. Escalate complex issues to senior engineers or architects with clear analysis, logs, evidence and recommended next steps. Assist in root-cause analysis for recurring issues and contribute to corrective action plans. Support operational teams during service transition and early-life support phases. 3. Managed Services Operations Support Support the operation of Intel vPro Managed Services and Fleet Services delivery models. Execute approved service workflows for provisioning, monitoring, remediation, reporting and endpoint lifecycle activities. Maintain operational runbooks, SOPs, troubleshooting guides, deployment checklists and knowledge articles. Support BAU transition from project/deployment teams to steady-state operations. Assist in monitoring service performance, incident trends, endpoint availability and compliance status. Identify basic improvement opportunities to enhance manageability, security and user experience. 4. Automation & Process Efficiency Support automation of repetitive deployment, configuration, validation and reporting activities. Develop or maintain basic scripts, templates and configuration checklists under senior guidance. Assist with device health reporting, inventory extraction, remote remediation and compliance tracking. Contribute to standardization of repeatable deployment and support activities across customer accounts. Support telemetry-driven reporting for endpoint health, provisioning status and operational readiness. Document automation steps clearly for operational reuse. 5. Customer, Delivery & Pre-Sales Support Participate in customer workshops, discovery discussions and technical walkthroughs as a supporting technical resource. Help gather customer environment details, endpoint inventory inputs, technical requirements and current-state information. Support senior architects and pre-sales teams with technical inputs, assumptions, diagrams and implementation notes. Assist in preparing demos, proof-of-concepts, deployment plans and customer-facing technical material. Provide practical implementation feedback to improve solution designs and delivery approaches. Support account and delivery teams with technical clarification during customer engagements. 6. Service Asset & Offering Support Contribute to the creation and maintenance of reusable service assets, including deployment guides, configuration templates, SOPs and knowledge articles. Support packaging of Intel vPro and Fleet Services capabilities into repeatable managed-service offerings. Assist in maintaining reference materials for customer demos, internal enablement and delivery readiness. Capture deployment effort, common issues, dependency requirements and support observations for continuous improvement. Help improve service consistency across EN and NN customer engagements. Support internal enablement sessions for

Skill Requirements

Required Technical Skills

Core / Essential

• Good understanding of Digital Workplace and endpoint infrastructure services.
• Working knowledge of Intel vPro platform and enterprise use cases.
• Working knowledge of Intel Active Management Technology.
• Working knowledge of Intel Endpoint Management Assistant.
• Endpoint and device-management experience.
• Microsoft Intune administration or implementation exposure.
• SCCM/MECM operational or implementation exposure.
• Windows Autopilot and modern endpoint provisioning knowledge.
• Basic understanding of Azure and Microsoft Entra ID.
• Windows endpoint troubleshooting experience.
• Understanding of endpoint security and Zero Trust principles.
• Device lifecycle management and remote-support experience.
• L2/L3 troubleshooting and incident-support capability.
• Ability to follow architecture guidance, runbooks and standard procedures.

Good to Have

• PowerShell scripting or basic automation experience.
• Microsoft Graph API or endpoint-management API exposure.
• ServiceNow or other ITSM platform experience.
• Endpoint analytics or Digital Employee Experience tool exposure.
• Windows 11 migration or modernization experience.
• AI PC technology awareness and enterprise adoption use cases.
• OEM device ecosystem and enterprise PC lifecycle knowledge.

Experience supporting POCs, pilots or customer demos

Other Requirements

Experience & Qualifications

• Typically 4-8 years of experience in Digital Workplace, EUC, endpoint engineering, infrastructure support or related enterprise technologies.
• Experience supporting enterprise endpoint-management environments.
• Exposure to Intel vPro, Intel EMA, AMT, Intune, SCCM/MECM, Autopilot, Azure or Entra ID.
• Experience in implementation, operations, technical support or managed-services delivery.
• Ability to troubleshoot issues across endpoint hardware, operating systems, management platforms and identity/security integrations.
• Experience creating or maintaining SOPs, runbooks, knowledge articles, configuration guides and support documentation.
• Customer-facing or delivery-team-facing communication experience is desirable.
• Bachelor's degree in Computer Science, Information Technology, Engineering or equivalent relevant professional experience.
• Relevant Microsoft, Intel, endpoint-management or ITIL certifications are desirable.

Key Competencies

• Strong hands-on technical execution capability.
• Good troubleshooting and structured problem-solving skills.
• Ability to work under the guidance of senior engineers and architects.
• Good communication and documentation skills.
• Ability to follow defined processes, standards and deployment procedures.
• Willingness to learn emerging Intel and Microsoft Digital Workplace technologies.
• Ability to collaborate with delivery, engineering, pre-sales, account and partner teams.
• Customer-service mindset with focus on quality, responsiveness and reliability.
• Ability to support multiple customer engagements and prioritize operational tasks.
• Continuous improvement mindset.

Key Performance Indicators / Success Measures

• Success in this role will be measured through:
• Successful execution of assigned deployment, configuration and support tasks.
• Timely resolution or escalation of L2/L3 technical issues.
• Quality and completeness of technical documentation, SOPs, checklists and knowledge articles.
• Support for successful pilots, POCs, customer demos and service transitions.
• Contribution to reduced deployment effort through reusable templates, scripts and documentation.
• Improved operational readiness for Intel vPro and Fleet Services engagements.
• Positive feedback from senior engineers, delivery teams and customer stakeholders.
• Adherence to SLA, process, governance and security requirements.
• Contribution to service stability, endpoint manageability and improved user experience.
• Support for repeatable delivery of Intel-powered Digital Workplace managed services.

Business Justification

The Digital Workplace Engineer / Technical Specialist (E2) - Intel vPro & Fleet Services role is required to provide hands-on technical capacity for the deployment, operation and scaling of Intel-powered Digital Workplace managed services.

While senior architects and L3/L4 engineers will define the overall solution direction and complex technical design, this E2 role will provide the practical implementation, documentation, troubleshooting and operational support required to convert those designs into repeatable delivery outcomes.

Without dedicated E2 technical support, senior resources would need to spend significant time on routine implementation, validation, documentation and operational tasks. This could slow down service rollout, reduce delivery scalability and increase dependency on a small number of senior specialists.

The role will help HCLTech improve delivery consistency, strengthen operational readiness, support customer pilots and accelerate adoption of Intel vPro, Intel EMA, AMT, Fleet Services and AI PC-enabled Digital Workplace capabilities across enterprise accounts.