Engineer End User Computing 1

ROLE DESCRIPTION SUMMARY

The position is responsible for providing support for all business services and applications deployed within

SES. In addition to ticket management, the function also includes support via telephone, remote support,

and hands on.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Act as a point of escalation within the EUC for more complex or in-depth issues
• Perform the role of a Problem Analyst in the SES Problem Management process for problems requiring the analysis of the ServiceDesk
• Take on role of Incident Manager when required or directed by management
• Act as a point of contact between the EUC and the Digital Workplace team for in-depth understanding of SES computer deployment process
• Train and mentor more junior EUC agents
• Provide first level Incident logging and resolution, or re-assignment to other teams
• Provide Service Request Fulfilment for IT Services
• Provide support for various technical areas like computers, computer peripherals, mobile phones, printers, applications, conference systems, software delivery, user account and access management, etc.
• Adhere to and promote all applicable official SES policies, procedures, and standards.
• Ensure the adherence to existing policies (ITSM, CoBIT, ITIL, Security)
• Leverage the SES official Knowledge base in response to Incidents and Requests to ensure consistency and adherence to established practices.
• Take ownership and responsibility for assigned Incidents, Requests, or Tasks and follow them up until solved and keep the user up to date
• Document in writing in ITSM tool all issues, troubleshooting, and resolutions for calls, incidents, requests and task assignments.
• Be proactive and responsive to customer needs
• Participate in the monitoring of the SES IT landscape via the use of monitoring tools, dashboards, and alert notifications.
• Proactively communicate, as necessary, service status changes, advisories, or updates to appropriate stakeholders via established designated channels.
• Actively participate to the Lifecycle management of all End User Computers within SES including:
  • Deployment
  • Maintenance
  • Renewal
  • Disposal Management
  • Intunes
  • JamF Apple
  • Company Portal
• Provide remote user support through appropriate technical tools
• Create and maintain EUC related Knowledge articles and support documentation as requested.
• Support 24/7 Business operations by working in a shift environment which may be outside of typical business hours
• Participate in after-hours on-call rotation for end-user support

COMPETENCIES

• Ability to work independently and as a strong team player
• Be absolutely service and customer oriented
• Be an excellent communicator and have the ability to articulate technical concepts to a diverse audience
• Ability to multi-task and work under pressure
• Ability to document all work performed
• Excellent understanding of computer hardware and operating systems (Windows 10)
• Excellent knowledge of fundamental operations of software (MS Office 365 and previous versions), hardware (laptops, PCs, phones, printers, scanners, …) and other equipment

Expertise in

• • Deployment
  • Maintenance
  • Renewal
  • Disposal Management
  • Intunes
  • JamF Apple
  • Company Portal
  • Printer
• ITIL Process professional with core IPC process
• Thorough understanding of Cloud concepts
• Working knowledge of the Microsoft Power Platform and the ability to create custom flows or applications.
• Working knowledge of Azure service portal and the ability to navigate it

• Working understanding of software development concepts and experience with with script are considered strong assets.
• Fundamental understanding of Active Directory and Group Policy and uses in an enterprise environment
• Ability to work internationally in a matrix-managed, results-oriented environment
• Very strong analytical and problem-solving skills: ability to interpret complex technical issues
• Good communication skills: able to exchange ideas and information effectively in a concise & logical way and be sensitive to audience diversity
• Ability to clearly explain complex technical issues to non-technical people
• Self-motivated and demonstrate a “doer mentality”

QUALIFICATIONS & EXPERIENCE

• Education and experience in Information and Communications Technology (ICT), Computer Science, Computer Engineering or equivalent or 6+ years applicable work experience
• Experience with ITSM tool (ServiceNow, BMC, HPSM, …)
• Fluency in English, any other language is considered as an asset
• Willingness for occasional international travel