IT Solution Specialist

Overall Purpose:

As a Solution Specialist you are the global technical expert supporting end-user compute solutions for the company understanding their integration across the LDC landscape.

In this role you are the expert on several IT solution(s) within Personal Productivity.  You ensure these solutions evolve including enhancements requests management and prioritization to support the business.

From a support standpoint you ensure support at level 1 and 2 is properly handled and you deliver the level 3 support (incident problem and change management). You own overall incident problem configuration and change for your solution. You are engaged in any implementation that touches your solution and manage if there is any dependency with other solutions. 

As a Level 3 engineer you act as one of a small group of enterprise/global administrators of endpoint management (PCs mobile devices).  You are engaged on projects to maintain and evolve the solutions.  You have good understanding of project management and in some cases may be the technical lead on solution projects.  You create and execute change plans regularly.

LDC is operating a modern workplace solution of hybrid-joined PCs which are managed both on-premise via SCCM and cloud managed via Cloud Management Gateway (CMG) via Intune.  In a hybrid work environment LDC is able to fully manage our endpoints regardless of where the user is working.  While we continue to lean on a standard image we are moving away from traditional PC imaging and moving toward an out-of-box experience using Windows AutoPilot directly from our PC suppliers.

In your role you will continue to evolve the endpoint management solutions which align with a more cloud and self-service centric approach.

Key accountabilities:

• Act as primary Level 3 support; incidents request fulfillment problems and changes

• Develop and maintain Level 1 & Level 2 solution documentation

• Develop and maintain technical documentation in support of the solution(s)

• Perform software packaging and change/release management

• Be part of the EUC Team project implementation tasks

• Act as point of technical escalation for Level 3 issues

• Deploy Applications/Updates via Microsoft System Center Configuration Manager (SCCM) Intune/Endpoint Management Cloud Management Gateway

• Be part of Intune policy/configuration management cycle Create/Update/Clean up cloud/Intune policies and configurations

• Manage Intune/Endpoint workstation & mobile application management

• Manage Azure/W365 VDI offerings

• Active Directory Group Policy: login scripts PC/OS configuration

More precisely the role will cover but not be restricted to the following:

• Ensure support structure is on track collaborating with the Service Delivery Managers (KPIs)

• Support the Senior Solution Specialists with the Project Work.

• Ensure documentation is up to date and transition to application maintenance support is timely and transparently executed

• Participate in weekly/monthly run meetings with service partners and regional peers regarding service operations

• Maintain daily weekly monthly quarterly solution KPIs

• Maintain operational documentation (architecture diagrams SOPs run books etc.)

• Be the point of escalation for all technical service/solution issues

• Continuous improvement to solutions and respective services to users

• Manage all regional changes/enhancement requests relative to service operations and in particular to services provided by the global solutions.

• Collaborate with peers technicians and service providers to harmonize the services and solutions

• Contribute to the end-user experience; know the user-cases evolve use cases relative to user experiences and solution enhancements.

• Create and maintain support design and architecture documentation diagrams and communications

• Work with operations infrastructure teams service desks and service providers to provide knowledge transfer for day 2 support on newly deployed technologies

• Interfaces with the Service Desk and Level 1 & 2 support in order to resolve outstanding issues; is the point of escalation

• Interfaces with end-users service desks Level 1 &2 support to answer questions regarding use of hardware and operating system for more advanced use cases

• Contribute to the continuous improvement of the end-user compute service catalog

• Innovation & Self Service contribute to the development of new solutions to reduce end user downtime speed up request and incident management and enable self service capabilities reducing touch points

Qualifications :

Experience:

• Minimum 3 years of working experience in deploying managing/troubleshooting end-user compute environments

• Minimum 3 years of working experience in an IT Service Desk/Helpdesk role

• Minimum 3 years creating and packaging of applications for distribution

• Minimum 3 Years working experience with Scripting (bat VB and Powershell)

• Minimum 3 Years working experience with Intune Administration including but not limited to Autopilot administration Windows Android and iOS policy &configuration management Intune application management.

• Minimum 3 Years experience in deploying SCCM Applications Creating collections Deployments SCCM Queries and Reporting

• Minimum 1 Year managing endpoints via Intune/Endpoint Management portal device configuration profiles conditional access policies

• In-depth familiarity with general Azure components: Entra ID Dynamic device and user groups Azure applications Azure policies different types of Azure to On Prem connectors.

• In-depth familiarity with the different domain join types as Cloud/Entra ID only Hybrid and Active directory only. 

• In-depth familiarity with general Azure VDIs and W365

• In-depth familiarity with both Package model of SCCM as well as Application model including the respective advantages and disadvantages of each

• Experience with Windows 10/11 Operating systems

• Preferred experience with AD GPO login scripts policies

• Preferred experience with SCCM Management with configuration upgrading and maintenance experience

• Preferred exposure to commodities trading logistics and finance is an advantage but not a prerequisite

• Experience and desire to work in a global environment 10000 users

Education: University Degree in Computer Science or any IT related discipline or equivalent working experience

Languages: fluent English both written and spoken mandatory

Technical/ Functional skills:

• Displays expert knowledge of the following but not limited to current Windows Operating Systems Intune Active Directory Microsoft Office suite and applications for all aspects of day-to-day business operations

• Proven experience troubleshooting computer Operating Systems and Application issues

• OS and software patching (WSUS)

• Understanding of Server Virtualization and deep knowledge of hardware (Desktops Laptops Thin clients Mobile Devices)

• Proven experience with creating and packaging applications for distribution

• Technical knowledge of security (Azure Policies Intune policies AD GPO login scripts policies endpoint security)

• Microsoft System Center Configuration Manager Intune or equivalent solution for managing computer configuration and software delivery

• Good knowledge of endpoint content distribution technologies and products as well as SCCM Distribution Point or Adaptiva content distribution

• Endpoint Protection solutions (Defender Symantec McAfee etc.)

The following are the preferred qualifications:

• Working knowledge of O365

• ITIL Foundations

• Microsoft certifications

• Windows AutoPilot concepts; self-service computer provisioning

• Azure AD

• Mac OS

• Experience working within ITSM solutions and processes (Incident Request Problem Change)

• Proven work experience showing progression of new skills and roles

Other skills and competencies:

• Completeness and accuracy of documentation

• Quality and effectiveness of proposed Testing Strategies

• Adherence to project planned dates

• Timely publish of Monthly Status Reports

• Timely escalation of Potential Risks and Project Slippages

• Illustrates high attention to problem description detail and impact

• Self-motivated and goal-oriented capable of working in a fast paced and changing environment

• Ability to deal with multiple concurrent support issues

Additional Information :

Diversity & Inclusion

LDC is driven by a set of shared values and high ethical standards with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity equity and inclusion.

LDC encourages diversity supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.

Sustainability

Sustainable value is at the heart of our purpose as a company.

We are passionate about creating fair and sustainable value both for our business and for other value chain stakeholders: our people our business partners the communities we touch and the environment around us

What We Offer

We provide a dynamic and stimulating international environment which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.

Our Benefits

• 25 annual paid leave
   
• Flexible working hours
   
• Food vouchers
   
• Transportation allowance
   
• Additional medical & dental insurance
   
• Life insurance
   
• Sports card with 90/10 coverage
   
• Various learning & development opportunities
   
• Yearly performance evaluation plans
   
• Social clubs & Wellbeing initiatives
   
• Team buildings & social events
   
• Employee Referral Program

Remote Work :

No

Employment Type :

Full-time