Job Description

End User Services Implementation Tech Lead/Engineer (Direct Delivery)

Summery

The candidate will be a focused technology specialist with in-depth experience of key device platforms, technology solutions and, critically, live operational deployments and device management within the company. The candidate will deliver continuous improvements to our platform and services to ensure that we deliver a great user experience while meeting appropriate levels of device and information security. Focus will predominantly be on the PC platform, but needs to be flexible to expand to the Mac and other platforms if required.

Accountabilities/Responsibility

• Implementation of technology deployments, operating system builds, software distributions, software upgrades, patching and other end user system updates across the managed device estate.
• Implementation of solutions to automate systems and processes.
• Provide expert level support to Design and Global Operations teams with respect to end user devices and associated capability both within educational establishments and throughout Pearson.
• Create and maintain operating system builds, equipment standards and supporting documentation for users.
• Management of personal incident and request queues calls to ensure that Service Level Agreement (SLA) targets are met.
• Manage projects as directed by team leaders to agreed timescales, cost and quality
• Prioritize workflows, recommend key decisions, and manage assigned project communication to team via team meetings and line management
• Maintain technology, processes and policies to enable the use of employee owned devices securely on the company network
• Self-management of sickness, holidays and training request forms, in line with team procedures
• Manage daily tasks to identified timeframes
• Provide customers with informative updates as agreed
• Ensure appropriate and effective communication and coordination with other members of Pearson Technology Operations and clients in the business areas.

Technical Competency

• At least 5 years’ experience of administration, management, troubleshooting and support of PC operating systems (Win7+). Solid knowledge and experience related to networking in application delivery
• Mac experience an advantage.
• Sound experience on Windows Operating System hardening
• Expertise administering infrastructure management tools such as SCCM, Casper, Group Policy, Symantec Endpoint Protection, MBAM / BitLocker, Privilege Management systems and Citrix / VDI.
• ITIL knowledge or prior experience in an ITIL managed environment

Non – Technical Competency

• Should have very good verbal & written communication skills
• Ability to lead smaller teams to achieve a common goal
• Ability to make sound decisions in critical situations
• Should be able to carry out expected tasks without supervision
• Right attitude, a passion for customer service, communication skills (written and verbal), and interpersonal skills
• Should be willing to work on extended and irregular hours when required
• Ability to present to internal audiences and excellent communication skill
• Excellent organizational and time management skills
• Excellent analytical and problem-solving skills
• Ability to work efficiently in a fast paced environment
• Should be comfortable in working under pressure when required

Educational & Professional Qualifications

• Should possess a bachelor’s degree or equivalent in Computer Science, Engineering or any other relevant field
• Microsoft Certified Systems Engineer (MCSE)
• Microsoft Certified IT Professional (MCITP)
• Microsoft Certified Solutions Associate – (MCSA) – Desktop Infrastructure
• ITIL Foundation is preferred

How to Apply

Job Categories: Engineering. Job Types: Full-Time.

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