SCCM Desktop Engineer

The Team

You will be an excellent 2nd line support technician looking to progress your career into 3rd line and SCCM Management. As a Desktop Engineer, you will join the IT team in its support of the Desktop Environment and will be responsible for maintaining, configuring, and supporting desktop technologies within a centrally managed locked-down environment. The Desktop Engineer will be responsible for 3rd line support, software distribution, application packaging, and release management processes for software deployment. The preferred desktop management tool is SCCM, which you will use to manage the desktop environment and maintain the SCCM infrastructure. Under the guidance of the team lead, you will be mentored in the environment and best practices to develop as an expert in the field of desktop management. As your understanding and technical skills develop, you will be offered projects and process improvement work.

The Role

With proven experience as a support technician, you will have an in-depth understanding of a Microsoft desktop environment (Windows 10 and Office 365). Technologies such as the registry, folder and file permissions, security, Active Directory, and Group Policy management should be essential within a locked-down environment. Good working knowledge of rebuilding desktops and laptops and deploying applications using automation tools such as SCCM. You should be able to configure and support tablets and mobile devices and use Intune MDM to manage these devices. Additionally, your networking skills will enable you to support our other technologies such as VPN, WLANs, video conferencing, Windows Server, TCP/IP / DHCP, and DNS. As well as your technical skills, you will have a proven ability to form effective relationships with your IT colleagues and with users and be able to manage your own time and work flexibly to solve problems. The ideal candidate will hold a degree in a computer-related subject and be working in an ITIL environment and should be used to Incident and change management procedures. The candidate will split time between support and SCCM Management; it will be essential to fully understand the Cundall platform, which will be complemented with desktop training and supervised SCCM tasks. The position is full-time office-based with opportunities for working from home once fully working in the desktop management role.

Your main responsibility will be to help manage the day-to-day running of SCCM environment areas such as:

• 2nd and 3rd line support - Assist in providing BAU support to the business.
• Package and re-package business-approved applications.
• Maintaining the operating system builds for both the workstation and server.
• Addition of new sites, building distribution points, configuring boundaries, and roles.
• Release Management Role; Deployment of applications, UAT testing, build deployment collection, scheduled release, monitor release, mop up any failures and report final status.
• Incident & Change Management – Raising CRs where needed as an outcome of Incidents or problems.
• Creating and maintaining process documentation.
• Collaborate and be involved in activities to ensure knowledge development in the team.

Additionally, your role will encompass:

• You may be assigned an Incident Management role for diagnosing major incidents.
• Following ITIL procedures for packaging, UAT testing, and Release Management.
• Working with the SCCM Lead to ascertain areas of weakness and implement process improvements.
• Ensure advanced testing methodology to ensure zero downtime for operating systems and deployed applications.

The Skills

• Ability to complete tasks methodically, with an eye for detail.
• Operational IT Support experience, ideally gained within a multi-site, complex network environment.
• Advanced diagnostic and troubleshooting skills.
• Experience in troubleshooting M365 products.
• Excellent oral and written communication skills.
• Excellent organisation, task prioritisation, and time management skills.
• Working knowledge and experience of branch versions of Microsoft Endpoint Configuration Manager (formerly SCCM).
• Advanced Networking, VPNs.
• Virtualisation environments for servers and VDI (Virtual desktop environments).
• Group Policy creation and management.
• ITIL Foundation certification v3 or v4 as well as working within an ITIL environment.
• Excellent Windows internals knowledge such as the registry, DLL management, Group Policy, Active Directory, and Procmon.
• Ability to follow instructions and procedures.