Ensure the optimization of the organization’s Digital Employee Experience solutions
Manage incident escalations and resolving solution outages to minimize business disruption and maximize productivity
Support peers in troubleshooting endpoint related incidents and outages
Work closely with peer endpoint teams on root cause analysis of endpoint issues and build long-term preventive solutions
Provide occasional after-hours support to critical issues and outages
Implement the DEX Strategy that drives continuous improvements of end user computing experience
Support planned and unplanned reporting efforts on status updates to leadership
Coordinate problem and incident management with 3rd party vendors
Complies with all policies and standards

A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science)
2 – 4 years of related experience
Certifications in Agile (e.g., Scrum Master, Product Owner) or IT Service Management (e.g., ITIL)
Experience with additional End User Technology solutions (e.g., Microsoft Endpoint Manager, ServiceNow, Cloud Computing, Group Policy, InTune, etc)
Hands-on PowerShell development
Proven track record of driving DEX improvements and measurable business outcomes
Experienced with Nexthink to; investigate system issues and trends, build dashboards, develop remote actions, etc

Systems Engineer II

Key skills