Workplace Solution Engineer

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The position is a global role and is responsible for device management Engineering, in particular Industrial devices and mobile devices more than traditional workstations. A Solution Engineer is an individual who works closely with our Architecture and Engineering team but also with our Product Owner/Service Owner. Being part of an end-user-centric organization, customer satisfaction is a top priority.

An ideal candidate should have significant hands-on experience in Device management and deployment in a heavily locked-down environment along with Agile-based team management (SCRUM). The primary function of this position is to manage workplace tasks, projects, and operational support activity.

Candidate is expected to be a fully autonomous professional, able to tackle complex end-to-end endeavors either as part of projects or various initiatives. In addition, providing support to L2 teams, and / or addressing BAU or delivery issues as part of problem management is expected of the position. Candidate will work with the Architecture team and other Engineers bringing forth their knowledge and experience to help steer the company in the right direction, when it comes to device management. Testing and validating assumptions, demonstrating features, handling operations at scale, reporting, advanced troubleshooting (not just raising tickets with vendors), etc. are all expected activities of the position.

Skills

• 6+ years overall IT experience with 5+ years of experience in managing and maintaining Workstations, specific / industrial devices AND mobile devices in a “Modern” (cloud-based) environment. Requirements include working knowledge, at scale (tens of thousands of devices) of:

  • OS: Windows / Windows IoT / Android / iOS / macOS,

  • AAD/ Intune,

  • AD / SCCM,

  • NDES / SCEP

  • Autopilot

  • Window Update for Business / Autopatch,

  • MAM and Personal Mobile Devices / App Protection Policy and Conditional Access Policy

  • Apple Business Manager

  • Samsung Knox (Mobile Enrollment)

  • Etc.

• Security-minded professional aware of the implications of managing devices in an ever-changing landscape: patching, privacy issues, OS updates, devices profiles, reporting, etc.

• Expectations also include good PowerShell scripting skills and direct use of API-based management for complex tasks (using your preferred language).

• Knowledge of the ITIL framework.

• Honeywell and Zebra devices, Samsung devices, Lenovo devices, Microsoft devices.

• Mobile Device Management: implementation, configuration, troubleshooting.

• Managed App Management: implementation, configuration, troubleshooting.

• Windows Subsystem for Linux: implementation, configuration, troubleshooting.

• Experience with VR devices (Hololens or similar) is a bonus.

• Knowledge of GraphAPI and how to address Microsoft services programmatically.

• MacOS management through Intune. Knowledge of macOS specifics.

• Software Distribution knowledge and packaging experience (all OSes, Google Play Console, and Apple Business Manager).

• PowerBI knowledge.

• Agile methodology (SCRUM), knowledge of Jira or similar tools.

• Experience with an ITSM tool like ServiceNow

Soft skills

• Fast learner

• Pragmatic and efficient

• Detail oriented, able to clearly communicate ideas and work as part of a team.

• Well-proven time management skills while remaining flexible in responding to changing organization needs.

• Good written and verbal communication skills to co-ordinate tasks with other teams

• Able to work with multi-task and handle multiple priorities.

• Able to adapt quickly to changes Strong interpersonal skills

• Strong understanding of asset management processes and principles for tracking IT assets

• Strong attention to detail

• Ability to quickly adapt to changes.

• Excellent interpersonal skills and the ability to work as part of a diverse team.

• Enthusiastic, cooperative, and positive behavior

• Creative, thinking outside of the box, eager to learn and truly committed to the success of the company.

• Must be able to work in a team environment with a “can do” attitude capable of overcoming difficult challenges.

• Able to integrate and apply feedback in a professional manner.

• At ease with working on a multi-geo organization, with teams split over multiple time zones and continents.

Duties and Responsibilities

• The role requires close interactions with multiple IT departments to address their needs through an end-to-end project execution lifecycle within the End User eXperience team in a global (multi-geo) environment.

• Key member of our Escalation team interfacing, collaborating, and governing all work related to this role.

• Real time troubleshooting related to Device management issues.

• Participation to Design, development, documentation, and revision of existing or new environments or solutions as per requirements or project needs.

• Proposes technical solutions to build scalable solutions and exhibits a pragmatic view on reducing technical debt.

• Identify opportunities to innovate, extend and enhance service delivery everywhere possible.

• Analyzes technical problems and troubleshoots them to prevent future occurrences.

• Enforces standards, security procedures, and access controls to ensure integrity while applying security measures according to strategy of app and security audit / pentest results.

• Translates technical requirements into understandable business language for end users.

• Able to establish new standards for quality, performance, or productivity.

• Creates and maintains system documentation for domain technologies, including installation, configuration, and appropriate troubleshooting steps.

• Applies new solutions through research and collaboration with internal teams and determines course of action for new initiatives.

Additional Technical Skills:

Familiarity or experience with workplace technologies

• Messaging Technologies

  • Office

• 365Collaboration and End User Productivity

  • Microsoft Office

  • SharePoint

  • Engage

  • OneDrive

  • Teams

KEY EXPECTED ACHIEVEMENTS
• The road map of the expertise domain is created and communicated to stakeholders .
• The standards and Framework are :
o Built
o Deployed
o Supported
• Checking actions and capitalization of good practices are realized.
• Build and monitor the Obsolescence treatment plan of the expertise domain .
• Provide necessary assistance to project or support teams