About The Opportunity
Job Type: Permanent
Application Deadline: 17 December 2023
Job Description
Title Technical Consultant End User Computing
Department Enterprise Technology Services
Location India - Gurgaon / Bangalore
Reports To GCC Senior Technical Manager
Level 5
We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this By working together - and supporting each other - all over the world. So, join our Global client Computing team and feel like you're part of something bigger.
About Your Team
The Global Client Computing (GCC) team is responsible for engineering and delivering solutions and infrastructure to support Fidelity's global desktop, laptop, virtual desktop and thin client estate. The estate includes around 18,000+ VDIs 2,000 PCs, 11,000+ laptops, 6,000 Dell Wyse thin clients and 900+ Macs and supporting infrastructure across 25 countries.
About Your Role
Reporting to the Senior Technical Manager, the incumbent will be part of the Global Client Computing team whose primary focus is management of the Windows/Mac estate, including the supporting infrastructure, production delivery of software / updates and maintaining security compliance of the estate.
The role will be a combination of day to day support activities and project work, with a focus on Business As Usual (BAU) activities. This will involve liaison at all levels within Enterprise Technology Services (ETS) and various business communities. The incumbent will have a primary focus on the systems management infrastructure and they will provide global support / guidance. Further to this the role will include training others as part of a centre of excellence, looking to bring up skills across the organisation and ensure consistent standards.
This role requires a high level of skill and experience with Windows, Mac, Security patching, Vulnerability management, group policy, security & networking for the end user computing environment. They will own problems, and work between the Engineering & BAU teams, Service Delivery, IT Security & regional desktop support teams.
Key Responsibilities
- JAMF administration to provide MAC device management, user identify and endpoint protection
- Microsoft Intune device management and policy configuration
- Microsoft Autopilot maintenance and engineering
- Maintain Security compliance across our Global endpoint estate using JAMF / SCCM / MECM
- Ensure vulnerabilities are patched quickly and compliance levels are maintained
- Develop and implement best of breed vulnerability, security, Evergreen upgrade processes.
- Troubleshoot complex issues related to Windows group policy, MAC policy & security patches
- Troubleshoot complex issues with Laptop hardware, drivers and BIOS updates
- Analysis of log files and windows events to identify incidents and performance issues. Manage and Triage incidents with Service Delivery, IT Security and desktop support teams where relevant
- Escalate issues to our 3rd party vendors including Microsoft, Apple, Dell, 1E and Devicelock
- Work closely with GCC Engineering, GCC Packaging, Senior Technical Management, Product Owners and Project Managers to support technology across the Collaboration stack
- Help deliver service improvements without unnecessary investment in new products by working smarter, provision of better tools and better use of existing product set
- To act as a Subject Matter Expert for macOS, Windows 10/11 and Evergreen across all EUC platforms (Laptop, PC, VDI)
- Adherence to Security Policy standards. Ensure operational requirements are matched in the delivery of services around standards and engineering, identifying when support arrangements may need to change in order to efficiently and effectively onboard new technology
- Maintain support documentation and issue tracking using Confluence and Jira. Publish and maintain hardware certification standards
- Own and keep all technical documentation up to date. Closely work with Techhub to provide up to date Knowledge Base support articles and provide scheduled upskilling sessions.
- Manage Product enhancement via Agile processes with Product owner
- Provide Management reporting of end-to-end services via PowerBI
- Ensure the EUC estate meets all Audit requirements.
Experience And Qualifications Required
Extensive technical experience covering the following:
- JAMF Administration on JAMF Pro / JAMF Cloud
- Enterprise level patching and vulnerability management
- Microsoft Endpoint Configuration Manager (System Centre Configuration Manager)
- Knowledge of task sequence & Autopilot build processes
- Enterprise level Group Policy and Active Directory troubleshooting skills
- Advanced macOS and Windows 10/11 troubleshooting skills
- Browser support and Microsoft Edge enterprise mode configuration
- Troubleshooting and optimisation skills in an Enterprise environment
- Advanced understanding of Patch Management and Policy creation/implementation.
- Experience working in a compliance-driven environment.
- Microsoft Intune
- Office 365
- Ability to deliver custom solutions (via automation or other products) to address non-standard requirements or provide additional value.
- Strong understanding / experience of the following products/technologies: Remote access technologies and client troubleshooting Pulse VPN, NetScaler, Zscaler Cloud Proxy
- Active Directory and Group Policy, Azure AD
- PKI infrastructure - Certificate Management and NDES
Experience with the following is an advantage:
- Enterprise printing
- Management and implementation of Apple Business Manager (DEP/VPP)
- WAN / LAN technologies and principles, 802.1x
- Strong leadership, communication, and documentation skills
- Service oriented
- A disposition to take responsibility. An ability to work under pressure and to tight deadlines, whilst following standard change control procedures
- Organised with good attention to detail
- Structured and methodical in problem solving
- Strong communication skills and flexible team player
- Flexibility to travel between locations
- Banking or Finance related business experience desirable
Feel rewarded
For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
