IT Solutions Specialist - End User

As an IT Solution Specialist, you are the technical expert supporting end-user compute solutions for the company, understanding their integration across the LDC landscape.

 

In this role, you are the expert on several IT solution(s) within End-User Services. You ensure these solutions evolve, including enhancements requests, management and prioritization to support the business.

 

From a support standpoint, you ensure support at level 1 and 2 is properly handled and you deliver the level 3 support (incident, problem and change management). You own overall incident, problem, configuration, and change for your solution. You are engaged in any implementation that touches your solution and manage if there is any dependency with other solutions.

 

As a Level 3 engineer, you act as one of a small group of enterprise/global administrators of endpoint management (PCs, mobile devices). You are engaged on projects to maintain and evolve the solutions. You have good understanding of project management and in some cases, may be the technical lead on solution projects. You create and execute change plans regularly.

 

In your role, it is fundamental you stay abreast of new technologies and be able to support the LDC roadmap

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Atribuições

  • Act as primary Level 3 support; incidents, request fulfillment, problems and changes

  • Develop and maintain Level 1 & Level 2 solution documentation

  • Develop and maintain technical documentation in support of the solution(s)

  • Perform software packaging and change/release management

  • Act as point of technical escalation for Level 3 issues

  • Deploy Applications/Updates via Microsoft System Center Configuration Manager (SCCM), Intune/Endpoint Management portal, Cloud Management Gateway

  • Active Directory Group Policy: login scripts, PC/OS configuration

  • Intune/Endpoint device configuration profiles, conditional access policies, mobile application management

Requisitos

  • working experience in deploying, managing/troubleshooting end-user compute environments

  • working experience in an IT Service Desk/Helpdesk role

  • experience in creating and packaging of applications for distribution

  • working experience with Scripting (bat, VB and Powershell)

  • experience in deploying SCCM Applications, Creating collections, Deployments, SCCM Queries and Reporting

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