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End User Services Engineer

📁
Information Technology & Systems
📅
206034 Requisition #

The End User Experience Engineer creates, develops, and installs solutions to complex technical, procedural, and logistical problems, providing expertise for the end user experience and desktop services. The ideal candidate performs complex diagnostics to resolve problems related to the desktop environment and relies upon technology best practices and research findings to improve desktop performance for local and virtual environments. The person in this role develops the desktop strategy and maintains processes and technologies that deliver a consistent end user experience and provides IT solutions and services.

Responsibilities:

  • Providing management support to all personal computers within the company
  • Function as a resource on projects including new hardware images, Windows and office upgrades and other projects involving updates to software on end user devices (main focus around remediating vulnerabilities on desktop estates throughout sustainability)
  • Coordinate with multiple teams and Firm departments to implement, maintain, support and enhance the end user device experience and work with Infrastructure team to ensure a common user experience between end user devices & systems (main focus around desktop vulnerability project)
  • Perform system administration and updates as required, operating system and software updates
  • Manage and administer business critical systems, such as System Center Configuration Manager, & Active Directory
  • Coordinate with the Security team to implement solutions for end user device security (Focus on desktop vulnerability with building sustainable process and approach)
  • Research complex technical problems and identify, implement and communicate technical fixes
  • Function as technical escalation point for end-user problems
  • Review service desk reports to identify systemic end user device issues
  • Participate in a collaborative design and solution delivery environment

Requirements:

  • Bachelor's degree
  • A minimum of five years of support experience
  • Experience with end to end desktop technology (Microsoft technology exposure is a must. Adobe and Java are added advantage) stack from solution, design, engineering and administration
  • Experience with SCCM is a must
  • Experience with Active Directory (Group Policy) and MS Office applications
  • Strong professional and interpersonal skills including: exceptional customer service, creative problem solving, effective written and verbal communications, planned and organized coordination of cross functional teams., acute attention to detail and quality, driven with the ability to self-manage
  • Broad systems thinking: understands the connections and relationships across functions and entities for both internal and external constituencies
  • Expert troubleshooting skills of complex technical end user device issues in large distributed environment
  • Track record of excellent quality assurance and documentation skills
  • Experience in packaging and deployment of software on Windows, Mac Computers and mobile devices
  • Extensive knowledge of Wise software packaging, Windows, Microsoft Office, Outlook, Internet Explorer, Citrix
  • Experience in working in a DevOps environment
  • Familiarity and knowledge on cloud computing technology/services

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