Workplace End-User Device Operations Specialist (Americas)

Description

About WSP

WSP is a global leader in engineering and professional services. We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide.

WSPs vast global network is today comprised of over 1,000 offices, 29 data centers, 1,300 data circuits, and used by over 65,000 users.

Position Summary

To ensure the efficient operation of WSPs internal Workplace services in the AMERICAS Hub, we are seeking a talented and experienced Operations Specialist.

This role will be part of the IT Operations team and report to the IT Infrastructure Operations Manager in the designated Hub.

The overall team is dedicated to support IT infrastructure operations which includes network, compute, cloud, and workplace systems and services.

You will manage and maintain all aspects of End-User Device operations with a primary focus on the services within the designated Hub.

Main Responsibilities

Related to End-User Device services and infrastructure :

• Managing, monitoring, and maintenance of day-to-day activities to align with expected service levels.
• Performing routine and health maintenance.
• Managing upgrades & performance related activities.
• Identifying and correcting faults with services and infrastructure.
• Planning and execution of minor infrastructure moves, adds, changes, and disposals (IMACDs).
• Execution of business continuity tests.
• Oversight and support of all related service supplier and / or manufacturer activities.
• Proactive identification and resolution of issues before they affect service performance.
• Identifying any improvements that can improve service levels.
• Engaging in the problem management process.
• Technical peer review and approvals for all related changes.
• Support audit and compliance activities.
• Management and maintenance of related platforms.
• Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation.

Qualifications

Academic and Experience Requirements

The ideal candidate would meet all, or most of the below criteria :

• Bachelor’s degree in information technology, Computer Science, Engineering, or related field.
• At least 4-6 years relevant and practical experience in a ConfigMgr, Intune and MDM operations role.
• Vendor certifications not a requirement, proven practical experience preferred.
• Experience working in large / global enterprise IT with multiple distributed branch / campus sites.
• Experience of working within ITIL aligned Service Management organisation.
• Strong knowledge of ConfigMgr, Intune and MDM features, functionalities, and best practices.
• Strong knowledge of application packaging and distribution processes and lifecycle.
• In-depth knowledge of Microsoft OS architecture.
• Proficient in writing and maintaining PowerShell scripting and automation tools.
• Proficient with Windows operating systems, Active Directory, Azure AD, Group Policy, O365, and other Microsoft technologies.

Skills / Competencies / Other Requirements

• Excellent written and spoken English.
• Ability to work with minimal direction and little supervision.
• Strong organizational and project management skills, with excellent documentation abilities.
• Excellent analytical and diagnostic problem-solving skills with the ability of providing solutions to identified problems.
• Demonstrated experience in understanding and demonstrating compliance with information security requirements.
• Knowledge and experience in performing information security practices in the management and delivery of infrastructure and operations.

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