DIGITAL WORKPLACE SERVICES - Modern Workplace

RESPONSIBILITIES

Responsibilities for this role include, but are not limited to:

• Create, deploy, monitor, and troubleshoot software installs\deployments\updates.
• Maintain, deploy and troubleshoot Group Policy changes at the Enterprise level.
• Provide primary level 3 support to Deskside Support Teams.
• Troubleshoot VMware VDI machine deployments for Windows devices.
• Troubleshoot image deployments for Windows devices.
• Troubleshoot Autopilot image deployments for Windows Laptop devices.
• Performance analysis of Windows devices, both physical and virtual.
• Building queries, data gathering and reporting to aid support and maintenance of the end user computing environment.
• Ensure adherence to established IT standards and processes while proactively highlighting opportunities for improvement.
• Ensure documentation for processes and procedures are created and maintained.
• Advocate for the end user and proactively manage risk, impact and user experience.
• Ensure all issues are logged appropriately and escalated as necessary using the Incident and Problem management process.
• Communicate clearly with stakeholders to ensure they are kept up to date with progress on open issues, and follow-up on all open and pending issues.
• Escalate issues to the wider support teams, vendors and team leaders as necessary.
• Identify persistent problems and work with wider teams to resolve them.
• Provide training and guidance on best practices to our user community.
• Look for service improvement and ticket reduction opportunities.
• Ensure controls and policies are always adhered to.

 

QUALIFICATIONS & EXPERIENCE

• Previous experience working in an IT support role
• Experience of Microsoft Endpoint Configuration Manager (SCCM) Software\Image\Patch deployment and troubleshooting.
• Experience of Microsoft Intune and Autopilot.
• Excellent knowledge of MS Windows10 and 11, O365.
• Knowledge of Active Directory, Group Policy, TCP/IP, DNS and DHCP.
• PowerShell scripting experience.
• VMware vSphere and Horizon experience.
• Demonstrated ownership of Level 3 desktop support issues, while working closely with Levels 1&2, other internal teams and 3rd Party vendor support.
• Solid communications skills for documentation and knowledge transfer upon problem resolution.
• Ability to work independently without intensive oversight.
• Experience in working with global teams.
• Strong interpersonal skills.
• Positive, team centric attitude.
• Organized.
• Committed to continual improvement.