Provide advanced technical support as a key escalation point
Optimise and manage digital workplace technologies
Ensure endpoint devices are secure, high-performing, and compliant with business policies
Collaborate with vendors, IT security teams, and product managers
Analyse incident trends and implement Service Improvement Plans (SIPs)
Drive long-term stability across IT systems
Implement, monitor, and operate digital workplace technologies
Integrate digital workplace technologies with adjacent technologies
Ensure stability and security of digital workplace technology through effective endpoint management and timely patching
Support security operations processes by monitoring and reporting anomalies
Engage in 3rd line level BAU support
Proactively engage with users to troubleshoot and resolve incidents and requests
Manage the life cycle of service requests and incidents
Ensure compliance with company and other relevant standards/ regulations
Implement automation for repetitive tasks
Requirements
Experience with standard IT operations frameworks (e.g., ITIL)
Experience with scripting tools and languages (e.g., PowerShell, Bash, Python)
Digital workplace tool management expertise: tools, techniques, monitoring and integration
Experience with configuration management, identity and access management, active directory, desktop virtualization, collaboration platforms and other cloud-based services
Experience implementing modern management of endpoint devices
Experience with continuous engineering or other agile methods to keep pace with frequent changes and to reduce complexity
Working knowledge of: ITSM platforms, Digital experience and network performance monitoring tools, Desktop and application virtualisation, Endpoint management and security tools, Identity and access management tools, Microsoft Windows, Apple macOS, Generative AI
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