Role Responsibilities

• Responsible for the delivery of all aspects of support of Win11 or macOS infrastructure and services across service components including the following:
• Client Image Management (Fat Client, Autopilot)
• Enterprise Mobility Management (Intune, MECM)
• Workplace Patch Management
• Windows 11 Evergreen
• Endpoint Security
• Provide services and tasks to the customer within agreed service delivery timeframes. 
• Provide governance to all implementations and changes affecting the end user environment.
• Escalate issues as required to the Workplace Engineering  Team Leader or SDM.
• Assist with the development and enhancement of relevant standards, procedures and guidelines.
• Manage customer expectations by keeping them updated as their case progresses, notifying of any delays.
• All customer interactions and activities are logged correctly in the client ITSM tool.
• Create and maintain knowledge and technical documentation to ensure information is accurate and up to date including but not limited to Troubleshooting, How To Guides, Operational procedures, Build documentation, Operational acceptance testing documentation and configuration management records.

• Provide reports on a monthly basis and as required by management or as directed
• Identify opportunities for increased service opportunities and value add to the business.
• Identify CSI opportunities including technical solutions, gaps in knowledge, documentation, and automation that deliver efficiency or cost savings internally and externally.

• Assist with providing training and communications of knowledge to the team across multiple industry technologies

• Create and manage Workplace Engineering operational action items, customer delivery reports and continual service improvement plans
• Assist with project activities (internally or externally).
• When required assist with Root Cause Analysis and remediation efforts.

Knowledge Skills and Work Experience

Mandatory:

• Strong written and verbal communication skills
• Minimum of 5 years managing and supporting End User Computing environments
• Minimum of 2 years experience in Modern Workplace device management support, maintenance and implementation
• Minimum of 2 years experience in SOE support, maintenance and implementation
• Advanced software, hardware and environmental troubleshooting ability
• Advanced working knowledge of the Microsoft Windows family of End User Computing Operating Systems and applications
• Strong experience administering MDM configuration, compliance policy as well as Entra ID and Group Policy
• Strong experience with enterprise deployment and management tools (ie; MECM, Intune, UEM tools)
• Experience with using Entra ID to manage users, groups and roles
• Experience with facilitating complex and enterprise scale software deployments
• Advanced working knowledge/understanding of Microsoft unattended deployment methodologies for the Microsoft Windows family
• Strong Scripting ability (PowerShell, VBScript, Batch)
• Working Knowledge of Incident, Problem, Change and Configuration Management (ITIL) processes
• Excellent documentation skills, for user training and technical documents

Preferred:

• Exposure to Mobility Services and platforms such as IOS and Android Enterprise, Chrome OS, SOTI
• Experience in Application Packaging and Deployment methodologies (Microsoft AppV, MSI, Windows Installer, MSIX)
• A high-level understanding of the Microsoft 365 platform and knowledge of how device management, compliance and identity are integrated
• Relevant industry certification viewed favourably
• Relevant tertiary education
• ITIL V3/V4 Certification
• M365 Certifications