End User Services Engineer End User Services Engineer …

Silicon Valley Bank
in Tempe, AZ, United States
Permanent, Full time
Be the first to apply
Competitive
Silicon Valley Bank
in Tempe, AZ, United States
Permanent, Full time
Be the first to apply
Competitive
End User Services Engineer
The EUS Engineer is a member of the End User Services engineering team and is responsible for delivering high quality and innovative technology solutions to SVB's end user community. The engineer must balance strong technical knowledge with sound business acumen to satisfy our internal customers and fulfill our EUS mission. The engineer is a major contributor to advancing the strategy and lifecycles of EUS platform services.

Primary Responsibilities:

  • DESKTOP COMPUTER HARDWARE - Seeks out industry trends for computing and determines how new features can solve business problems and reduce end user friction. Maintains understanding of hardware computing options (laptop, desktop, tablets, room systems, next-unit-of-computing) and how to assign them to solutions.

  • DESKTOP COMPUTER OPERATING SYSTEMS - Design, build, test and deploy desktop operating system standards utilizing desktop management tools, scripting tools and centralized directory policies to expand, reduce and control access. Maintains knowledge on new releases and continuously plan for onboarding them in the enterprise.

  • SERVER AND DATABASE INFRASTRUCTURE - Design, build, test and deploy multi-tier solutions that deliver end user services. Configure and optimize server operating systems and databases for maximum availability and resiliency. Build dependable disaster recovery strategies pairing high availability technology with business continuity processes.

  • CONFIGURATION MANAGEMENT - Design, build, test and deploy configurations as part of a configuration management system to effectively distribute operating system upgrades, patches, drivers and software in a global network.

  • MOBILE DEVICE MANAGEMENT - Design, build, test and deploy configurations as part of a mobile device (MDM) and mobile application management (MAM) supporting both corporate-owned device (COD) and bring-your-own-device (BYOD) services.

  • APPLICATION PACKAGING - Own and maintain application packaging standards for line-of-business (LOB) and commercial off-the-shelf (COTS) applications. Support various packaging and delivery methods including native, virtual and streaming. Act as a quality assurance agent to preserve engineering integrity and advance automation.

  • AUTOMATION - Design, build, test and deploy scripting and automation to reduce the effort required to provide EUS services and support. Align solutions with the existing technology stack to provide seamless delivery.

  • ACTIVE DIRECTORY - Own and maintain desktop-facing Group Policy Objects. Possess working knowledge of Active Directory administration, including advanced understanding of delegation, logging, replication, authentication protocols and management techniques/tools.

  • TEAM PLAYER - Act as a team player supporting peers, department management and business unit leadership to fulfill operational service levels, department initiatives and project deliverables. Believe in and adopt a "70% agreement, 100% commitment" attitude.

  • CUSTOMER-FOCUSED - Understand and execute a user-first service philosophy whereby restoring service quickly for the end user comes first, deferring user training or correction for after the disruption. Review surveys and follow-up on negative experiences.

  • DOCUMENTATION - Build high quality roadmaps, strategies, standards and procedures to publicize the work of the department and develop the knowledge of others.

  • CONTINUOUS IMPROVEMENT - Organize continuous improvement efforts by understanding staff insights and concerns and creating a pipeline of change. Maintains a key eye on opportunities to improve user experience, efficiency, compliancy or cost savings. Drive resolutions to production.

  • CHANGE MANAGEMENT - Learn and follow the change management process. Independently test and implement changes in the environment while informing others.

  • PROJECT MANAGEMENT - Able to build volumetric plans that achieve the objectives of department initiatives (software rollouts, upgrades, transitions). Analyze larger problems and break down into smaller and predictable tasks that progress toward a solution. Understands development lifecycles and methodologies including waterfall and Agile.

  • SUBJECT MATTER EXPERT - Act as an expert support resource for multiple EUS technology stack components. Assist and mentor system administrators and technicians to foster personal growth and accountability.


Qualifications

  • Prior experience in a Tier 1 or Tier 2 desktop technical support role.

  • Minimum 7 years of experience supporting Windows 7, Windows 10 or Windows 10 IoT.
  • Prior experience supporting MacOS.

  • Minimum 3 years supporting end users in an Office 365 environment.

  • Advanced product knowledge of SCCM, Intune, Windows 10 servicing, Office ProPlus servicing, PowerShell, Azure, Active Directory, vSphere, JAMF, Surface/Surface Hubs, Dell hardware and/or Azulle/NUC

  • Advanced knowledge of infrastructure foundation including DNS, DHCP, VDI, SQL Server, Oracle, Mongo, Postgres, IIS, Apache, SAN, Hyper-Converged, LAN, WLAN, VLAN, OSI model, TCP/IPVPN, firewalls, PKI and/or AWS.

  • Experience with audio/visual, video conferencing and unified communications preferred.
  • Demonstrated ability to think critically.

  • Demonstrated ability to communicate effectively to business and technical audiences.

  • Demonstrated self-motivated work ethic and lifelong learner.

  • Demonstrated ability to influence and motivate others.

Education or Equivalent Experience:

  • Bachelor's degree in IT related field or related job experience
  • ITIL v3 Foundation

  • CompTIA A+ or Microsoft Technology Associate (MTA) certification

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