Workplace Engineer / End User suppor coordinator

Workplace Engineer / End User suppor coordinator

Tasks:

• Hands-on system administration, 2nd line support and architecture design of workplaces backend (computers, smartphones, applications, operative systems, security)
• Be an expert in Digital Workplace solutions
• Development of release and rollout plans to continuous improvement of workplace services and user experience, ensure lifecycle management, and security compliance
• Planning and management of workplace projects, i.e. service implementations based on Office 365 and other workplace related applications, steering the implementation activities of internal and external providers
• Coordination of workplace related activities in service desk, device management, and onsite support in order to ensure seamless end user experiences
• Planning and supervision of change requests implementations
• Providing internal trainings and workshops
• Consult of internal business and IT stakeholders on modern workplace services with Microsoft 365, Windows, Enterprise Mobility and Telephony
• Manage expectations regarding development and delivery of Digital Workplace solutions
• Ensure the integrity of any proposed solutions
• Work with the Security and Information Risk functions to ensure any solution meet the needs of internal security standards and principles
• Develop an evolving solution architecture that support the IT Workplace strategy
• Act as Workplace team leader deputy - backup with regards to escalations, budget, and various leadership topics in the department
• Define workplace governance and policies as well as optimization of license usage and costs
• End-user support customer satisfaction (CSAT) follow up, analyze resource situation, drive improvements where needed
• Set clear KPIs in regard to the IT service desk performance and monitor those
• Manage outsourced services - contract review, regular SLA check, upgrades, and maintenance windows, coordinate different resources during projects and manage escalation processes.

Profile:

• University degree in IT, Business Management or any other relevant field of study
• 7+ years of professional working experience, preferably gathered in an international environment
• 7+ years of experience with MS infrastructure solutions
• ITIL Experience with ITIL V3 framework, ideally as a service desk coordinator or comparable role
• Strong experience with Windows OS, GPO?s, OS image engineering and deployment
• ’Customer First’ mindset
• Strong hands-on technical experience with Windows 10 enterprise and Office365 clients managed by SCCM, Intune and Azure AD
• Knowledges in Microsoft Security tooling (Defender suite, Pureview, Sentinel, DLP) and endpoint hardening (Microsoft Security baselines, Attack Surface Reduction rules, ?)
• Expertise in scripting (Powershell), AutoPilot, WVD, EMS, SSO, MDM, MAM, Intune, SCCM 2012R2 and Microsoft Teams unified communication (direct routing, session border controllers, Teams devices).
• Understanding of Networking (Layer 2 and 3) and Security concepts
• Proven track record with driving service improvements
• Ability to learn new technologies, processes, and procedures as they become available
• Ability to clearly document complex technical processes and procedures
• Demonstrated ability to work on multiple projects with constantly shifting priorities and to bring complex prioritized tasks to completion
• Ability to effectively and professionally communicate with customers and colleagues
• Strong interpersonal skills with ability to work successfully in an intensely collaborative environment with a broad range of people from culturally diverse backgrounds
• Fluent command of English both written and spoken; good command of Italian and German would be a plus

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