Sr End User Technology Engineer

| Fully Remote

Posted: 10/23/2021 Job Category: Engineer Job Number: 1919

Job Description

Department purpose and structure
The Global Service Management team is accountable for maintaining and upgrading current infrastructure and applications. This includes responsibility for waterfall delivery, as well as build and run activities for infrastructure and application projects, and is responsible for process improvement whilst ensuring service management is efficient and reliable.
Role purpose
The Sr End User Technology Engineer is accountable for implementing strategy, architecture, standards and roadmaps in the following areas:
• Software distribution tools and associated ecosystems to both servers and devices;
• User configuration management – for example using RES Powerfuse;
• Packaging technology and processes (Wise & Packaging Studio);
• Efficiency of login and log-off process;
• Mobile device management – as defined by security policies; and
• Printing services (including XPrint)
• SCCM task sequences, OSD deployments, maintenance and new image creation
The role involves:
• Ownership and leadership of day to day execution in the Desktop and Packaging workspaces.
• Providing a single point of technical leadership on projects (including SIPs and SEs) for technical delivery, leading the technical decision making.
• Ensuring that services are effectively delivered, understood and supported so that they fulfil business needs.
• The role holder will provide subject matter expertise
• The remit of this role is global and extends to all aspects of the Desktop independent of location.
• Support the firm’s environmental goals and initiatives.
Key relationships
• Works with Technical Team Leads (within the Global Service Delivery management teams), senior managers, and Specialists to ensure a seamless approach to support and improvement across applications and infrastructure.
• Ensure that the technology area is well understood by peers and is actively considered in wider technology decision making. It is key that we do not operate in technology silos.

Job Description
Role and responsibilities

Business / IT Strategy
• Work with the Relationship Managers & IT colleagues to ensure the most cost effective, timely & appropriate IT solutions are developed to fulfill the commercial and business requirements.
• Develops and maintains successful internal and external business relationships (at senior level), in order to understand existing and emerging business needs.
Architecture & Technology Planning
• Provide specialist advice to support the strategy, architecture, standards and roadmaps (which are owned by the Office of the CIO/CTO).
• Accountable for ensuring there is an up to date forward view of IT upgrades required to ensure that devices continue to meet the business needs and that they remain supportable. Ensure that the supporting business case is robust so that funding is secured to deliver the required changes.
Application and Infrastructure Support
• Works with the Global Service Management Support Analysts to ensure effective, seamless support for end users to include:
o Support of Desktops and Packaging, including related technologies;
o Ensure effective hand-offs between teams;
o Ensure effective, reliable and efficient end to end processes (internal, external) are in place;
o Embed continuous improvement and leading by example;
o Develop, as service owners, Service and Operational Level Agreements and performance reporting; and
o Ensure customer satisfaction levels (for example as reported in the Customer Satisfaction Survey) are maintained and reflect business requirements.
Service Delivery
• Diagnose complex incidents/problems and identify root cause and actions required to maintain or improve service levels:
o As necessary investigate complex incidents/problems through involvement in SWATs.
• Develop implementation plans for dealing with more complex requests for change; evaluate risks to the integrity of the service inherent in proposed implementations; seek authority for those activities; undertake review of effectiveness of change implementation.
• Define and deliver continuous improvement programs so that, where applicable, systems deliver a improved performance to the business:
o Enhancements and improvements to services should be delivered by the appropriate governance authority (i.e. Plumbing Budget, SE Board or the Business Solutions 'funnel' used to capture all remaining activity);
o Instill a culture of continual improvement and problem solving; and
o Provide advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities.
Supplier Management
• Maintain a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resources
Risk Management
• Embed risk awareness and management into the technical decision making in order to support the approach to risk, with a focus on stability and integrity of systems.
• Refer to domain experts for guidance on specialized areas of risk, such as architecture and environment.
• Take part in audits and risk assessments as directed by the Global Application Manager.
Quality, Methods & Tools
• Champion and ensure use of appropriate techniques, methodologies and tools.
• Provide advice on the application of appropriate quality and/or environmental management techniques.
• Provide advice to the Product Leader on ways of improving the effectiveness and efficiency of their control mechanisms.
Key requirements
Business Competencies
• Commercial acumen, including an understanding of the overall picture of IT service costs and how IT adds value to the business.
• An enthusiasm and passion for technology. The ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits.
• High level of personal credibility, impact and influence with proven ability to work effectively and persuasively at all levels of the business.
• Having an open mind to consider all alternatives when making technology decisions.
• Excellent communication and presentation skills, both orally and written.
• Ability to manage ambiguity and often conflicting priorities.
• Ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to the overall effectiveness of project and service improvement work.
• Highly self motivated, self-starter, who will undertake all activities to the highest professional standards.
• Strong commitment to excellent customer service.
• Experience of working in a global environment across international locations with an appreciation of multiple cultures.
• Excellent all-round technology knowledge and practical experience of the majority of technologies within this discipline.
• Detailed practical knowledge of the operation and maintenance of IT infrastructure and services within a Microsoft technology environment.
• Expected to have a solid understanding of all technologies used by business working practices and active working experience and understanding of the core applications.
• Knowledge of IT market and trends.
• Extensive IT experience with experience in a 2nd/3rd line role supporting a number of the technologies listed in this job description.
• Proven track record in providing technical leadership and delivering enterprise wide solutions.
• Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business.
• Degree qualified – preferred.
• Accreditation in relevant technologies ie, MCITP in Windows 7/Win2008 etc highly desirable.

Meet Your Recruiter

Gregg Chaillet
Recruiting Manager

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