Reporting to the Senior Technical Manager, the incumbent will be part of the Global Client Computing team whose primary focus is management of the Windows/Mac estate, including the supporting infrastructure, production delivery of software / updates and maintaining security compliance of the estate.
The role will be a combination of day to day support activities and project work, with a focus on Business As Usual (BAU) activities. This will involve liaison at all levels within Enterprise Technology Services (ETS) and various business communities. The incumbent will have a primary focus on the systems management infrastructure and they will provide global support / guidance. Further to this the role will include training others as part of a centre of excellence, looking to bring up skills across the organisation and ensure consistent standards.This role requires a high level of skill and experience with Windows, Mac, Intune management, Microsoft Autopilot, Security patching, Vulnerability management, group policy, security & networking for the end user computing environment. They will own problems, and work between the Engineering & BAU teams, Service Delivery, IT Security & regional desktop support teams.Key ResponsibilitiesJAMF administration to provide MAC device management, user identify and endpoint protectionMicrosoft Intune device management and policy configurationMaintain Security compliance across our Global endpoint estate using JAMF / SCCM / MECM / AzureEnsure vulnerabilities are patched quickly and compliance levels are maintainedDevelop and implement best of breed vulnerability, security, Evergreen upgrade processes.Troubleshoot complex issues related to Windows group policy, MAC policy & security patchesTroubleshoot complex issues with Laptop hardware, drivers and BIOS updatesAnalysis of log files and windows events to identify incidents and performance issues. Manage and Triage incidents with Service Delivery, IT Security and desktop support teams where relevantEscalate issues to our 3rd party vendors including Microsoft, Apple, Dell, 1E and DevicelockWork closely with GCC Engineering, GCC Packaging, Senior Technical Management, Product Owners and Project Managers to support technology across the Collaboration stackHelp deliver service improvements without unnecessary investment in new products by working smarter, provision of better tools and better use of existing product setTo act as a Subject Matter Expert for macOS, Windows 10/11 and Evergreen across all EUC platforms (Laptop, PC, VDI)Adherence to Security Policy standards. Ensure operational requirements are matched in the delivery of services around standards and engineering, identifying when support arrangements may need to change in order to efficiently and effectively onboard new technologyMaintain support documentation and issue tracking using Confluence and Jira. Publish and maintain hardware certification standardsOwn and keep all technical documentation up to date. Closely work with Techhub to provide up to date Knowledge Base support articles and provide scheduled upskilling sessions.Manage Product enhancement via Agile processes with Product ownerProvide Management reporting of end-to-end services via PowerBIEnsure the EUC estate meets all Audit requirements.
