Endpoint Engineer

Description

The ResponsibilitiesProvide ongoing operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activitiesProviding interactive, friendly, handson support to OCD employees and contractors.Build end user computer Operating System patches as well as other local applications and package for related software distributionActively participate in an environment that support staff act as trusted advisors who provide relevant and meaningful technical guidance on the best use of technologyAssist with the creation of runbooks for services delivered by the Endpoint teamPerformance monitoring, troubleshooting, and tuning for all enduser systemsKnowledge of the Microsoft suite of products, including Office365, Skype for Business, Lync and SharePointAssist in automation of the build of new systems (laptop and desktop)Serve as Tier 2 support to the help desk to resolve desktop system issues as reported by the endusersEnsure adequate customer follow up communications and timely issue status updates to customer and IT management.Create a formal mentorship with IT Desktop peer(s) to share lessons learned and IT knowledgeNetwork with crossfunctional teams to leverage best practicesAssist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications.Identify current operational process inefficiencies and provide recommendations for improvement.The IndividualMinimum 4year degree in Computer Science or related field OR degree from Technical Trade School5+ years of proven Customer Service skills5 years working experiences on ITEM/IEM system (IBM Tivoli Endpoint management System/IBM Endpoint ManagerKnowledge of IEM package building with Relevance set up and familiar with IBM Action Scripts.Knowledge on how to generate reports with IEM properties managed, Relevance and IBM Action Script.Know how to create Manual Group, Auto Group to apply the periodical task or onetime taskKnowledge of Big Fix for remote client management, patching and SW distributionKnowledge of BigFix asset management features and reportingKnowledge of Flexera AdminStudio 2016 for software PackagingKnowledge of IBMs helpdesk tool, ITSM, a plusPreferred candidates will have Microsoft certifications (MCSA, MCSE)Ability to translate the needs of the employees and business units into the appropriate solutionsExcellent written and verbal communication skills, with the ability to work collaboratively with other colleagues in the organizationSome project management skills desiredSelfstarter and highly motivated individual who demonstrates the ability to exercise sound judgment, prioritize and effectively meet deadlines while working on multiple assignments simultaneouslyMust have demonstrated the ability to successfully worked as part of a teamMust have experience with implementing and following departmental policies and procedures.Must have knowledge of Microsoft desktop operating systems and Apple Mac operating systemsMust have knowledge of PC hardware architecture and ImagingMust have knowledge of typical desktop applications, (i.e., MS Office, Office365 suite, Skype for Business (formerly Lync) virus scan etc.)Must have knowledge of desktop architecture build methodologies