Technical Support Specialist

Work-mode: Hybrid - 3 days weekly from office

Skills: Vulnerability, Qualys, PowerShell and Microsoft SCCM/MECM

We at Coforge are looking for Technical Support Analyst in London, UK.

Scope & Description of Required Work

The requirement is for one Technical Support Analyst to provide the following services:

• Act as the primary Desktop Engineering resource for endpoint vulnerability remediation activities.
• Review, analyse and prioritise vulnerability findings from Qualys and other approved security platforms.
• Investigate root causes of endpoint vulnerabilities, failed remediation and device non-compliance.
• Agree and deliver practical remediation plans with the End User Platform and Security teams.
• Package, test and deploy security updates, application updates and configuration changes through Microsoft SCCM and related endpoint tooling.
• Develop and improve PowerShell scripts for detection, remediation and validation.
• Troubleshoot failed patch deployments, software installation failures, SCCM client health issues and content distribution problems.
• Support vulnerability remediation across physical workstations, laptops and Citrix virtual desktop environments.
• Maintain remediation records, technical evidence, ticket updates and closure notes.
• Identify recurring failure patterns and provide evidence for permanent engineering fixes.
• Provide accurate vulnerability, compliance and risk progress updates.
• Provide 2nd line support for Windows, Microsoft 365, desktop hardware, applications and remote access services.
• Build devices in line with the deployment lifecycle and asset management practices.
• Apply ITIL best practice to Incident, Request, Problem and Change management.
• Support wider Desktop Support operational priorities and queue management when required.
• Perform system administration in a Windows Active Directory environment.
• Support executive and remote users, meeting room AV technology and collaboration services when required.
• Maintain knowledge articles, remediation procedures and operational runbooks.

Deliverables & Delivery Milestones

• Completed endpoint vulnerability remediation based on approved findings and priorities.
• Tested SCCM packages, security updates, application updates and configuration changes.
• PowerShell detection, remediation and validation scripts.
• Root cause analysis and diagnostic records.
• Complete remediation evidence, ticket updates and closure notes.
• Knowledge articles, remediation procedures and operational runbooks.
• Accurate progress, compliance, risk and dependency updates.
• 2nd line incidents and requests completed to agreed SLAs and quality thresholds.
• Delivery milestones and target dates agreed during onboarding and maintained through TMHCC planning and change processes.

Acceptance Criteria

• Agreed remediation is completed in line with approved priorities, change controls and service levels.
• SCCM packages, scripts and configuration changes pass agreed testing and validation before production deployment.
• Remediation records contain technical evidence, ticket updates and closure notes suitable for audit and reporting.
• Root causes and recurring failure patterns are documented and referred for permanent engineering fixes where required.
• 2nd line incidents and requests meet agreed SLAs and quality thresholds.
• Knowledge articles, procedures and runbooks are complete, accurate and stored in the agreed location.
• Progress, risks, dependencies and blockers are reported accurately.
• Solutions comply with TMHCC security policies, procedures, controls and operational processes.
• Deliverables are accepted by the TMHCC Hiring Manager or nominated technical owner.

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