Senior Engineer, End User Computing

Role Overview

• Act as a point of escalation within the EUC for more complex or in-depth issues
• Perform the role of a Problem Analyst in the SES Problem Management process for problems requiring the analysis of the ServiceDesk
• Take on role of Incident Manager when required or directed by management
• Act as a point of contact between the EUC and the Digital Workplace team for in-depth understanding of SES computer deployment process for the purposes of troubleshooting or training of the End user Computing Team
• Train and mentor more junior EUC agents
• Provide first level Incident logging and resolution, or re-assignment to other teams
• Provide support for various technical areas like computers, computer peripherals, mobile phones, printers, applications, conference systems, software delivery, user account and access management, etc.
• Adhere to and promote all applicable official SES policies, procedures, and standards.
• Ensure the adherence to existing policies (ITSM, CoBIT, ITIL, Security)
• Leverage the SES official Knowledge base in response to Incidents and Requests to ensure consistency and adherence to established practices.
• Take ownership and responsibility for assigned Incidents, Requests, or Tasks and follow them up until solved and keep the user up to date
• Document in writing in ITSM tool all issues, troubleshooting, and resolutions for calls, incidents, requests and task assignments.
• Be proactive and responsive to customer needs
• Participate in the monitoring of the SES IT landscape via the use of monitoring tools, dashboards, and alert notifications.
• Proactively communicate, as necessary, service status changes, advisories, or updates to appropriate stakeholders via established designated channels.
• Actively participate to the Lifecycle management of all End User Computers within SES including: Deployment Maintenance Renewal Disposal Management Intunes JamF Apple Company Portal
• Provide remote user support through appropriate technical tools
• Create and maintain EUC related Knowledge articles and support documentation as requested.
• Support 24/7 Business operations by working in a shift environment which may be outside of typical business hours
• Participate in after-hours on-call rotation for end-user support.

Requirements

• Education and experience in Information and Communications Technology (ICT), Computer Science, Computer Engineering or equivalent or 8 + years applicable work experience
• Experience with ITSM tool (ServiceNow, BMC, HPSM, …)
• Fluency in English, any other language is considered as an asset.
• Willingness for occasional international travel.

Tech Stack

• ITSM
• Jamf
• ServiceNow

Benefits

• SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all.
• We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.