Desktop Support Engineer - Officer
Your role as a desktop support engineer will see you work with various teams in an ITIL based Service Delivery organisation to assist our IT Vendor partner support the global Desktop environment. You will be expected to both participate in and/or lead virtual teams to deploy and support Desktop Technologies across several diverse business unit communities and support organizations.
More specifically the role will be to:
- Understand and document business Desktop requirements.
- Manage large scale Desktop deployments.
- Understand all components of SSC Desktop environment including PC builds, Antivirus, Software Deployment, Printing, VDI’s, Active Directory, GPOs, Logon Scripts, Security Vulnerability remediation, OS Creation and Deployment, Xen Desktop / App and any other aspect of the end user space.
- Work with the IT vendor partner to create technical Standard Operating Procedures to support the Global Desktop environment, and manage the maintenance via the IT vendor partner.
- Work with regional iCRMs to ensure business needs are being met by Service Delivery.
- Work with Vendor Partner for escalation of issues (technical/procedural/behavioural) to resolution.
- Working with Solutions and Architecture teams to present solution improvements and designs before technology boards.
- Provide Desktop knowledge transfer to teams for implementation and support.
- Meet with vendors to understand new Desktop technologies.
- Act as 4th tier Desktop support escalation for Desktop problem resolution.
Qualifications and experience required:
- Proven knowledge of ITIL principles and process.
- Ability to understand, recognize and mitigate both technical and business risk within all solution designs.
- Business analysis
- 5+ years of experience with desktop infrastructure.
- 5+ years of experience designing and managing technical solutions in both physical and virtual production environments.
- 2+ years within a Customer facing role.
- Knowledge of implementing end point devices in mobile environments.
- Proven hands on experience with implementing and supporting desktop infrastructures including software delivery platforms such as Citrix, Microsoft’s SCCM & APP-V.
- Ability to create and deploy GPOs / Logon scripts to configure the end user experience.
- Experience of software packaging tools and packaging process.
- Experience of large scale application deployments.
- Experience of Batch programming / VB Scripting / PowerShell.
- Extensive knowledge of Windows 7 /8 /10 operating systems.
- Expansive knowledge of OS deployment.
- Working knowledge of Window server environments covering DHCP, Print, SQL, File and IIS
- Working knowledge of VDI.
- Bachelor’s degree or equiv.
