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Infrastructure Desktop Specialist IDS

Interserve
Job LocationBirmingham
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Job Purpose

  • The role of the Infrastructure Desktop Specialist is to provide IT support for EUS infrastructure services (MECM, AD, MDM, GPO and App Packaging) that covers all end user devices, Mobile, Tablet, PC, etc. The role will require IDS to be a technical escalation point for BAU team and where appropriate provide an interface for other activities such as Incident Management, Change Management, Problem Management. The IDS and will contribute to the maintenance of and adherence to the operational processes, toolsets and procedures.
    • Responsibilities
  • Provide the BAU team technical support in the resolution of Incidents and request where required
  • Undertakes all relevant technical support and maintenance tasks/activities as required by Change Management, Incident Management, Problem Management, Service Request Management, Project and other ITSS Processes.
  • Liaises with vendors and suppliers in the escalation process for major incidents
  • Provide input that supports the Service Managers in the management of 3rd party suppliers, technical architects and Internal business units
  • Identifies key issues and risk elements and escalates promptly to the ITSS management team
  • Demonstrate the ability to be a positive influence when working with internal and external teams.
  • Assist in new Product launches, identifying EUS requirements and streamlined process
  • Support all project work as required
  • Accurately record relevant work activities
  • Adherence to all company and departmental process and procedures
  • Participates in on-call support rotas, as agreed with Line Management, and adheres to the applicable on-call Process, policy and Procedures.
  • Create technical knowledge articles where possible and communicating fixes and workarounds within the team.
  • Hardware support and operating system support.
  • Active Directory support and server support including Active Directory administration and Group Policy creation and modification, Supporting MECM and MDM systems.
  • Building and maintaining for all required device images
  • Support of network switches, mobile devices and ‘agreed’ systems and applications packaging and life cycle tasks for maintaining application currency for both local and cloud based.
  • Working to set industry standard such as CE+
  • Ability to scrip automated tasks with tools such as PowerShell
  • Creating and maintaining Group Policies
  • Office 365 administration knowledge
  • Working closely with the other Infrastructure Teams
    • Knowledge Skills & Experience
  • End point device hardware knowledge (HP, Dell, Samsung, Microsoft, Apple)
  • Understanding of BIOS/UEFI systems, accessing and customising
  • Operating System exposure - install/update/remediate (Microsoft Windows 7/10) this includes in depth knowledge of using OS troubleshooting tools like Performance Monitor, Event Viewer, Task Scheduler and experience of investigating and manipulating device Registry settings.
  • End point software suites experience - install/update/remediate (Microsoft Office 2010/13/16, Microsoft Office M365 Pro Plus)
  • Office 365 – Experience of administration of accounts, Exchange Online administration, accessing and using O365 administration centres
  • Experience and use of PowerShell, script creation, script manipulation and customisation, accessing on premise services like Active Directory and MECM as well cloud services like Azure AD and Office 365 via PowerShell to perform administration and transformation tasks
  • Mobile Device Management Enterprise experience - device enrol/un-enrol (AirWatch, Microsoft Intune) experience of profile creation/modification within MDM system to control enrolled mobile devices including applying security settings and application push tasks
  • End point Enterprise management systems - device updates/software install (Microsoft MECM, McAfee ePO) experience of device administration within MECM, device build creation, modification tasks. Software deployment via collections and task sequences in MECM, experience of OS and application patch compilation and distribution via MECM, Experience and knowledge of packaging applications for deployment via MECM
  • Application packaging experience, preferably experience of Flexera Admin Studio (or similar) for packaging tasks. Maintenance and updating of existing packages. Understanding of application-lifecycle and its place in packaging and deployment
  • End point Enterprise deployment technologies experience and knowledge – PXE, MECM Task Sequences, device pre-boot configuration, booting devices running device build sequences (Microsoft MECM, Microsoft MDT)
  • Active Directory Group Policy creation, customisation and modification experience
  • Active Directory general administration experience
  • End point Enterprise encryption systems - device enrolment, device encryption/decryption and device/user (Microsoft MBAM, McAfee ePO, BeCrypt Enterprise)
  • Service management tool experience – Accessing, updating, closing calls (LANDesk Service Desk)
  • Telephony end point support (Avaya)- Handset configuration, extension allocation
  • Proven ability to engage with other IT 3rd line teams to investigate and resolve issues and tasks and work as part of project delivery teams to support the Interserve business
  • Keeping abreast of IT innovations and changes and their possible impact on Interserve’s IT functions
  • Extensive knowledge and experience across multiple technology disciplines.
  • Experience within a mature Shared Service or Commercial IT Services operation
  • Excellent customer focus skills with a service-orientated approach
  • Strong communicator both written and verbal
  • An eye for technical detail and a “completer/finisher”
  • Methodical and self-disciplined with flexibility and a willingness to learn new skills
  • Computer literate across all Microsoft office and Windows
  • Basic Health and Safety awareness to ensure a safe working environment at all times
  • Display positive behaviors that can effectively influence across multiple teams to achieve company goals
  • Experience of creating technical documents and Knowledge base solutions
  • Willing to travel to other Interserve/Customer sites
    • Financial
  • Work with the EUS Manager to design the cost and pricing structure for solutions provided to the end customer though in house or 3rd Party resource
  • Supports the EUS Manager in the delivery of and adherence to departmental budgets
  • Assist in the production of quotes and solution pricing for the businessAssist in the delivery of the departmenta

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