Senior Systems Engineer It Customer Support

Profile

Senior Systems Engineer, IT Customer Support
Responsibilities: Works in a team environment to implement, design, update, and troubleshoot the Firm’s workstation and application delivery systems. Acts as a subject matter expert for technologies such as: Microsoft Endpoint Manager Configuration Manager Current Branch (MEMCM) / Cloud Management Gateway. Formerly known as System Center Configuration Manager (SCCM). Operating System Deployment. Package Applications with Flexera. Citrix XenApp / Citrix Provisioning Services / Citrix NetScaler. AppSense / FSLogix. Windows 10 configuration, updating, and support. Microsoft Office M365 configuration, updating, and support. Group Policy Object. PowerShell and VBScript. MobileIron Mobile Device Management. Manages system deployments, upgrades, and migration projects. Evaluates new products and tools as required. Maintains and improves upon overall product quality to ensure overall customer satisfaction with the Firm’s desktop and application delivery systems on Windows 10, XenApp, XenDesktop, and iOS. Investigates and resolves complex technical issues. Participates in testing and quality checks as required. Documents all processes and procedures in a timely, clear and concise manner. Follows the Firm’s change management process. Monitors and follows up with customers after resolution of complex technical issues to ensure integrity of solutions. Recommends improvements to achieve greater efficiency, functionality, and customer satisfaction. Facilitates the escalation of major issues to the appropriate parties or vendors. Works closely with the Firm’s Cloud & Infrastructure Services team, Information Security team, and other internal support teams. Shares knowledge with own team and other groups. Interacts with customers and team members employing a high degree of tact, diplomacy and professionalism. Identifies and acts on opportunities for self-improvement. Attends seminars and training in a variety of formats to enhance technical skills. Other tasks as assigned by manager. Provide management with project briefings.

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