Windows Desktop Engineer

Mandatory skills

•            SCCM – Excellent Knowledge of Deployment, Packaging, Patching, Reporting, process automation, Task sequences

•            Understanding Microsoft SQL database query construct and SQL Server Reporting Services to create SCCM reports / SQL queries

•            Strong PowerShell scripting skills, proficient with scripting in VB Script and Batch

•            Self-motivated, ambitious, desire to drive change and improvement in processes via collaboration

•            Proactively identify and resolve issues while making recommendations to management/colleagues on continued improvement of processes.

•            Organized - able to take notes, provide clear & concise status and ability to formulate a recommended action plan based on issues encountered

•            Ability to prioritize tasks and responsibilities based on importance to the overall user base

•            Expert level experience with Windows OS, registry, file system and Event logs

•            Strong troubleshooting skills in general. Especially around OS, Software, SCCM

•            Project management experience and skillset. Ability to run a project, including scheduling meetings and publishing minutes and takeaways.

Good to have skills but not mandatory

•            A good understanding of Active Directory, Group Policy

•            ITIL v3 Foundation

•            Visio and Project Experience

•            Experience automating processes with Service Now

•            Automated Workflow Configuration and Orchestration, understanding of Automation Architecture

•            DevOps workflow

•            Experienced / comfortable with collaborating via email and verbally providing 3rd level support to 2nd level support teams.

Certifications, Nice to have

•            MCSE / MCP / MCSA

High Level Role Responsibilities

•            Identify processes that should be automated and then design and implement solutions

•            troubleshoot escalated issues and recommend solutions that Engineering can develop and proactively deploy to many/all users

•            Sunday Post-Deployment Rotation: will require you to work 1 Sunday per month, while taking the following Wednesday off

•            Ability to create SCCM audit reports / SQL reports that suit operational requirements

•            Serve on a team of resident experts in the Microsoft desktop operating system discipline who diligently interface with other engineering groups to ensure continued relevance of the technical solutions.

•            Provide expertise in troubleshooting and identifying problems in support of on-call persons with Level 2/3 expertise.

•            Available on call to assist with major incident / outage resolutions

•            Own and Drive Service/Process Improvements

•            Clear and concise Documentation

•            Work hours Monday-Friday from 6 AM-2PM EST

Education & Experience Requirements

Excellent Communication skills (Written and Verbal)

Education - Bachelor or higher degree

7-9 years’ experience in working in IT services organization

At least 3 years’ experience working in an environment where ITIL processes are implemented

In client facing role(s) for at least 2 years providing third level support for a windows desktop environment.

Experience in being part of a Global support team