Client Services Engineer residing under the Support Layer of Digital Technology Team – designs, creates, administrates, and implements various Service Level applications, tools, and reports, IT Environment to improve and mature this layer and integration of existing and new technologies. |
Duties and responsibilities- Manage enterprise-wide deployment and MDM tools (e.g. Autopilot, Intune, JAMF, etc) including patching, major version upgrades, troubleshooting, administration, product selection, etc.
- Facilitate endpoint patching process (e.g. monitor for critical vs. standard patches, scheduled deployments, measuring installed base, etc)
- Package software for deployments (e.g. JAMF, PDQ Deploy, etc)
- Develop standard images for system imaging on Windows and MacOS systems including GPOs, Policies, and Profiles)
- Evaluate hardware / software platforms for suitability of use (e.g. Windows 12, iOS, laptop standards, etc); assesses needs & recommends solutions, sets global standards for hardware and software.
- Oversees virtual desktop solutions (e.g. WVD, Amazon Workspaces, etc)
- Ensures critical client software (e.g. antivirus, etc) is installed and up to date; supports IT software deployments with end user software pushes.
- Supports audits including installed base, configuration (e.g. compliance % for whole disk encryption, installation of various products, record of systems in asset management platform, etc)
- Manage system lifecycle deployments and refreshes.
- Supports Help Desk manager in development of policies, processes, and procedures around Client Hardware and Software.
- Acts as point of escalation for Help Desk team on Platform Issues.
- Performs vendor management for escalation of issues/trends, build quality, lead times, quotes, and evaluates vendor performance, etc.
- Demonstrated experience with automated patch-management for operating systems and firmware.
- Preference given candidates with 4-year degree in computer or related equivalent academic credentials.
Job Skills and Traits- Excellent analytical and problems solving skills.
- Ability to work independently with minimal supervision. Must be a self-starter with a proven track record of driving initiatives to completion.
- Workload is a blend of project-based activities and issue escalation response.
- Individual must be able to juggle various tasks and effectively prioritize.
- Ability to Lead related IT projects; define scope, LoE, Stakeholders, Communications schemas, describe risks and benefits in appropriate detail.
- Desire and ability to effectively troubleshoot applications and systems quickly and with the correct diagnosis on most first tries (comes from experience). Must be able to solve problems and communicate in / from remote locations.
- Strong written and verbal communication skills
- Strong interpersonal skills to deal effectively to work effectively with diverse groups of people at all levels of the organization and balance multiple priorities with a positive attitude.
- A can-do attitude, and calm under pressure and when working towards a deadline. Assess and remediate operational risk in infrastructure IT Environments.
- Detect, and remedy problems relating to performance, failure, or intermittent issue of Client Services environment.
- Make proposals for Client Services upgrades consistent with organizational growth and need.
- Document requirements and test cases.
- Maintain regular communication with users and supervisor regarding issues, priorities and concerns.
- Performs other duties as assigned. Must be able to work evenings or weekends on limited occasions.
Qualifications- 5+ years of Client Services engineering experience a must in diverse heterogeneous technology environments.
- 4+ years of supporting common, critical applications such as Exchange, Active Directory, Sharepoint, and MS Office applications.
- Microsoft certification desired.
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