Desktop Support Engineer (Fujitsu)

Location Edmonton, Canada
JobType Temporary
Salary
Reference 13416

Job Title: Desktop Support Engineer 

Type: Contract - 6 month

Location: Edmonton, AB

Starts: October 7, 2019

Ends: April 10th, 2020

 

POSITION SUMMARY:

Work closely with the Solution Architecture team to help devise the most appropriate and efficient strategy to implement targeted delivery solutions. Able to quickly adapt to changing priorities while implementing Shared Services Solutions. Provide professional assistance to external clients’ growing needs including, but not limited to desktop image management and deployment, anti-virus administration, patch management and deployment, and software deployment. Promote collaboration with other support teams in order to resolve issues with any of the shared services program offerings. Champion continuous improvement related to processes, technologies, and service offerings to our clients. Monitor health and performance of supported client’s infrastructures. Analyze data to assess general performance of applicable infrastructures and make proactive recommendations to mitigate client’s disruptions in accordance to published SLAs while maintaining a high level of customer satisfaction.

 

POSITION DUTIES AND RESPONSIBILITIES:

  • SME for SCCM (System Center Configuration Manager) – this includes acting as a solutions engineer and expert detail knowledge
  • Provide Level-3 technical support for SCCM infrastructure, including but not limited to Site Servers, Management, Distribution and Software Update points, WSUS and SQL server clusters
  • Maintain standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers, creation of WIMs
  • Develop task sequences and baselines within Configuration Manager to aid in OS imaging, Upgrades and automation.
  • Develop and maintain creation of SQL queries and reports using SSRS (SQL Server Reporting Services)
  • Lead the development of information technology and infrastructure solutions as new external projects are initiated
  • Participate in drafts of Statement of Work (SOW) as requested to determine if intended solution appropriately meets the customer’s needs
  • Revise and recommend efficiencies on current processes and solutions
  • Troubleshoot and perform Root Cause Analysis of issues related to SCCM Infrastructure, Image Creation, Applications and Deployments
  • Utilize any shared services tool to create standard or customized reports for further analysis of assets and software distribution
  • Plan and execute preventative maintenance, upgrades, and resolve infrastructure issues within SCCM
  • Design and develop automation tools to streamline workloads for various support teams
  • Provides timely resolution of problems or escalation of shared services program issues on behalf of clients and project team members to appropriate technical personnel
  • Proactively provide continuous process improvement feedback and update standard operating procedures to improve operational efficiency
  • Gather customer requirements to create and maintain desktop images or software packages for standard or specialized systems
  • Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
  • Works independently with minimum supervision
  • Create Standard Operating Environment (SOE) builds (images), baselines and application task sequences (OSD) in SCCM

 

JOB DESCRIPTION:

  • Create SCCM based application installation packages/scripts
  • Create custom automated workflows in SCCM, Systrack, Lakeside, and SNOW License Manager
  • Create custom reports in SCCM, Systrack Lakeside and SNOW License Manager
  • Communicate effectively with multiple clients and co-workers
  • Look for opportunities to move day-to-day tasks to the Service Desk through knowledgebase articles and training
  • Able to communicate highly technical information to both technical and non-technical audiences
  • Provide status updates to management, project team members and end-users
  • Demonstrated experience presenting to clients in-person, or remotely using remote collaboration tools such as Skpe, Webex, etc.
  • Provide over the phone support to remote clients or other technical support team members
  • Provide desk-side support to clients as required
  • Participate in training programs designed to educate customers about basic and specialized applications
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to Shared Services & Engineering support

 

QUALIFICATIONS:

  • In-depth knowledge on SCCM infrastructure,(Site server, MPs, DPs, SQL Server), creation of Windows Operating System Images (WIM), task sequences, baselines and SRSS reporting
  • Ability to fill in as acting Team Lead when necessary
  • Ability to work independently and take ownership
  • Demonstrated solid technical and analytical skills with a minimum of 7 years’ experience
  • Ability to manage IT / Desktop initiatives and organize projects
  • Strong interpersonal skills
  • Strong attention to detail
  • Strong technical and analytical skills with a minimum of 7 years demonstrated experience
  • Reliability and a strong sense of responsibility
  • 7 years’ expertise supporting Microsoft Windows operating systems
  • 7 years’ experience with Active Directory administration, and Group Policy Objects (GPOs)
  • Advance level experience with scripting tools such as PowerShell

 

EDUCATION and/or WORK EXPERIENCE:

  • Associate's Degree or equivalent certification and experience required
  • Microsoft System Center certification or equivalent experience required
  • Microsoft SQL certification or equivalent experience required
  • Minimum 7 years related experience
  • Experience working in corporate environment with Enterprise tools is preferred

 

SPECIAL CONDITIONS:

  • (Travel, work environment, physical demands, certificates, licenses etc.)
  • Ability to travel as required
  • Ability to work on call after hours as required
  • Valid driver’s license with a good standing record
  • Ability to lift 50lbs (printers, desktop machines, etc.)