Modern Workplace Endpoint Specialist

Department - Technology

Report to - Modern Workplace Manager

Location - London, UK

What you will be doing:

• Maintain and provide SME level infrastructure and content support for the CLS internal and external solutions.
• Ensure that the BAU service is prioritized, and all incidents, problems and service requests are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place.
• Maintain and support the enterprise Microsoft Windows 10/11 end user environment (both virtual and physical) including distribution/maintenance of Virtualized Applications and Office Suite, as well as our Golden Image template.
• Have experience in migrating to/supporting Windows 11 and using Autopilot and Intune technologies to image laptops and desktops as well as maintain and troubleshoot them.
• Maintain and support the Citrix MCS server environment.
• Maintain and support related items including Exchange (Online/OnPrem Hybrid), Printing Infrastructure, Profiles and Virtualized Applications (via /FSLogix), Systrack, IGEL UMS, Trellix and storage quotas via Northern Storage Suite.
• Provide problem resolution of systems for local and remote users as an escalation point.
• Participate with the Digital Workspace team in scheduled Disaster Recovery testing activities and provide SME level support for various technologies.
• Create, maintain, and review support documentation.
• Perform daily/weekly/quarterly system checks. Ensure any issues identified are tracked and addressed or escalated as needed.
• Participate in the On-Call rota and planned weekend work as required by ITIL best practices.
• As required, provide representation for Digital Workspace changes at the weekly Change Advisory Board meeting. Ensure other team’s changes do not have an impact on the delivery of the Digital Workspace services’ items.
• Create, maintain, and review operational process for Risk Management. Be able to understand Risk v Impact in a Production Environment. Able to call out Risks identified in the environment to be able to document and resolve.
• Ensure CLS internal systems are managed to the highest standard by following industry best practice.
• Demonstrate good problem management ownership and prevention of SLA breach under Incident/Problem Management processes.
• Actively contribute to the development of existing and new IT processes and procedures to enhance service transition and service operation lifecycle stages.
• Demonstrate self-starter capabilities to be able to identify areas of improvement and take action in order to address.
• Work to automate processes and increase efficiency where possible.
• Through example and behavior, strive to provide peer leadership to other team members ensuring a level of excellence is achieved in delivering the service.
• Lead and oversee the successful release and transition of new IT services into support, meeting the team’s service acceptance criteria.
• Act as escalation point on complex issues and for required cross training of team members to bolster the team’s skillset and minimize single points of failure w/r/t knowledge.
• Undertake the role of Technical Lead on internal Run The Bank projects applying both significant communication, organizational and technical skills to achieve successful outcomes.

What we’re looking for:

• Must have very strong experience supporting production Windows 10, Windows 11, Windows Server and On-line (M365) solutions in an enterprise Microsoft Windows/Active Directory environment.
• Strong experience of supporting enterprise web infrastructure services and related technologies.
• Experience in supporting a production VMware/Citrix environment.
• Experience in system management tools (e.g. SCCM).
• Experience in packaging/updating software via 3rd party tools (e.g. Profile Unity, Citrix AppAttach).
• Experience in enterprise monitoring systems (e.g. Dynatrace).
• Experience in working with ticket systems such as ServiceNow and an understanding of priorities and SLA’s against ITIL practices.
• Ability to plan and implement technical changes without unexpected disruption to the service and with minimal oversight.
• Ability to collaborate effectively with other operational support teams to support the service.
• Strong experience of providing cross training on technologies and operational processes to colleagues.
• Strong documentation and technical writing skills.
• Have excellent time management and organizational skills.
• Knowledge of ITIL framework (understanding of Incident, Problem, Change).
• Experience utilizing Microsoft AutoPilot and InTune.
• Experience working in financial services sector.
• Experience working in and supporting a hybrid end user environment – physical and virtual endpoints (VDI, Laptop, Desktop).
• Experience with Printing Infrastructure and support.
• Experience with terminal-style end user endpoints (e.g. iGEL terminals).
• Possess a strong service-oriented mindset who can consistently deliver a high level of service to the business.
• Proactive individual who can take the lead in engaging with the business users and to support the environment with minimal oversight.
• Self-motivated to exceed management expectations and objectives.
• Demonstrate strong technical, analytical and problem-solving skills.
• Able to manage their time effectively and prioritize their own workload to meet changing demands from the business.
• A high level of presentation and communications skills with the ability to communicate confidently with both business and technical staff at all levels.
• Bachelor’s degree or equivalent.
• Prior IT operational support experience across business-critical Production Windows Server and Windows 10/11 environments, preferably virtualized.