Desktop Standard Workplace Services Grade 2 Engineer in Sydney

XPT Software Australia Pty Ltd, incorporated in 2016, is a Software Services company. XPT works with top clients across Australia in Banking, Insurance, Telecom, Retail, Energy, Mining and Manufacturing domains. We have 120+ technocrats in Australia working at our client locations. XPT Software Australia is part of group companies which has global presence across India & Europe. We have served 100+ clients globally, fulfilling their onsite-offshore needs.

Job Description Purpose:

• Strong Windows troubleshooting and problem-solving skills.
• Strong understanding of SCCM / Intune technology and their technology trends.
• Strong experience with Active Directory Services, including Group Policy and other related services.
• Provide Incident, change support for Windows servers catering to customers in a 24x7 service organization.
• Strong experience supporting enterprise scale multi-domain Windows environments across multi-hosted platform environments.
• Use monitoring tools to oversee multiple Windows systems operating within a defined support operations area.
• Utilize available reports or create custom reports to perform capacity analysis and troubleshoot issues proactively.
• Implementation and assessment of Management Suite, resolving technical issues and handling data networks.
• Installation, assessment, and testing of desktop software applications.
• Resolution of technical issues.
• Extract and drive values from the end user analytics tools like Aternity, Nexthink.
• Supervision of junior desktop support engineers and creation of training guides for new joinees.
• Establishment of workstations, assessment for connectivity and its proper functioning.
• Diagnose and resolution of software and hardware issues.
• Installation of connections, computer networks, and cabling for clients.
• Troubleshooting system failures, identifying the bottlenecks and improving network efficiency.
• Configuration and test of software, maintenance of hardware and peripheral devices.
• Evaluation of network performance and identification of improvement methods.
• Scheduling upgrades and maintaining them without interference.
• Offering technical expertise to co-workers and creating a comprehensive instruction manual.
• Maintain stakeholder relationship and handle escalations as a first and single point of contact.
• Own and represent stand up meetings and weekly governance meetings with stakeholders to provide summary of key activities, continuous improvement initiatives at supplier end.
• Prepare weekly, monthly reports using the ITSM tools like Service Now and convert analytical findings into outcome driven initiatives.
• Identify opportunities for automation and drive initiatives to reap tangible outcomes for client and supplier organization.
• Create, update and maintain standard operating procedure and knowledge base documentation for software deployment, imaging and patching in our ITSM tool.
• Perform KB assessment on the environment to ensure the Knowledge management maturity is always high.
• Identify PowerShell scripting opportunities to ensure the recurring tasks are addressed and closed without any manual intervention.

Grade: 2

Consulting skills: Intermediate

• Deep understanding of Windows Operating systems, SCCM, Intune and Service Now toolset.
• Effectively exploring alternatives and positions to reach outcomes that gain the acceptance of all parties.
• Proficiency in relevant technologies.

Problem Solving: Expert

• Ability to break down complex problems.
• Use data and logic to identify root causes and solutions.
• Identifying inefficiencies and implementing improvements.
• Identifying potential risks and implementing mitigation strategies.
• Identify patterns of issues, anomalies on the health check reports and identify improvement opportunities.

Troubleshooting: Expert

• Systematic approach to identifying and resolving issues.
• Use of monitoring and logging tools.
• Creates scripts to simplify and resolve recurring issues.

Automation: Intermediate

• Ability to create and validate scripts for task automation, log analysis, and system checks.
• Creates scripts for the usual checklist-based troubleshooting steps done on user machines.

Support: Intermediate

• Client focused, great team spirit, autonomous and rigorous.
• Able to mentor grade 1A & 1B engineers on the incidents handled and impart best practices to their daily life.
• Helping our people to use systems to their full potential.
• Possess a good understanding of ITIL concepts and gain understanding of Service operations activities.
• Maintain team level accurate records of incidents, resolutions, and procedures.