Systems Engineer

This position is responsible for product management of technology services within desktop support.

This person is accountable for patch management, software packaging and deployment. This role is key to the overall colleague experience and quality of service for the portfolio of services. This individual will work close to both the business and tower lead to manage the technical capabilities and drive continuous improvement across the space.

SERVICE DELIVERY:

- Responsible for level 3 support for the software deployment related tickets
- Responsible for OS patching and application software deployment
- Responsible for the SCCM infrastructure health and maintenance
- Responsible for job automation and Scripting
- Responsible for service request fulfillment related to SCCM pushes
- Assist in incident triage during service outages
- Responsible for following change management processes and providing detailed implementation plans
- Accountable for all product support documentation, Helpdesk script creation, process documentation and inventories
- Develop the core positioning and messaging for infrastructure products and educate executives and business users on those programs

SERVICE IMPLEMENTATION:

- Support improvement projects regarding SCCM and software deployment
- Assist in documenting process and building a knowledge base
- Manage 3rd party providers and vendors
- Ensure all turnover documentation is accurate and complete
- Responsible for process review, implementation and management for new products and initiatives

SKILLS:

REQUIRED:

- Extensive technical knowledge and depth within SCCM and PowerShell
- Proven analytical skills
- Strong problem solving skills
- Ability to provide mentoring and guidance to junior technical staff
- Strong written and verbal communications skills
- 3-5 years experience in IT Infrastructure Technology SME roles