Infrastructure Support Engineer (3rd Line)

Computacenter; Bristol; On-site; GBP 38,000 - 52,000; Full time

Job summary

Computacenter is seeking a 3rd line IT support professional to deliver hardware and software support for the desktop environment, including SCCM, GPOs, and deployed applications. You will create and manage Windows Images (WIMS) to support OSD across desktops, laptops, and workstations on the client estate.

You will help deliver IT services to the end client, provide customer-focused support to staff, and contribute to the knowledge base. The role requires high-level government vetting.

Qualifications

• In-depth knowledge of Microsoft Windows 10/11 operating systems.
• Experience with Active Directory and Group Policy administration.
• Experience with System Centre Configuration Manager (SCCM) and OSD tooling.
• Experience in desktop support environments and troubleshooting.
• Experience creating and managing Windows Imaging (WIMS) and OS deployment workflows.
• Familiarity with testing and documenting hardware/software deployments.
• Ability to produce professional documentation and user guides.
• Ability to pass high-level government vetting.

Responsibilities

• Manage WIMS and OSD for the desktop environment.
• Develop and create a standard WIM image.
• Produce OSD task sequences for various hardware platforms.
• Test and document SOEs and new hardware.
• Troubleshoot SOE/build issues.
• Coordinate with suppliers on fixes and upgrades.
• Document technical solutions in the Service Desk knowledge base.
• Provide technical support and training to 1st/2nd line analysts.
• Write user documentation to support hardware/software infrastructure.
• Investigate new products and solutions and provide recommendations.
• Create and manage group policies and administer existing ones.
• Analyze, manage, and deploy Microsoft patches to the desktop environment.

Skills

SCCM

Group Policy

Active Directory

Windows 10/11

Desktop support

Documentation

Network Infrastructure

WIMS management

OSD/WIM imaging

Tools

ADK

MDT

WIMS

Job description

In this role you will be providing 3rd Line technical support to the hardware and software of the desktop environment, including SCCM, Group Policy, and deployed applications. In addition you will be assisting in the creation and management of Windows Images (WIMS) to supplement the Operating System Deployment (OSD) for desktops, laptops & workstations on the client's estate.

The role will also require you to assist the delivery of IT Services to the end client through supply of contracted services/value add as well as delivering an effective and efficient customer focused service to all staff for clients.

This role will require you to successfully complete high level government vetting

What you'll do

• Management of WIMS and OSD for desktop environment


• Development and creation a standard WIM image


• Production of OSD task sequencing for various H/W platforms


• Assistance in testing of newly created SOE’s


• Troubleshooting of SOE or build-related issues


• Liaising with suppliers in the correction of faults and the implementation of software and hardware fixes and upgrades


• Documentation of all technical solutions within the Service Desk knowledge base


• Provision of technical support and training to 1st and 2nd Line Service Desk Analysts


• Testing and documentation of new hardware


• Writing of user documentation to support the front office hardware and software infrastructure


• Investigation into new product and solutions including recommendations


• Creation of group policies and administration of existing ones


• Analysis, management, and deployment of Microsoft patches to the desktop environment

What you'll need

• In depth knowledge of Microsoft client operating systems (Windows 10/11)


• Active Directory and GPO’s


• Microsoft SCCM


• Microsoft Group Policy administration


• Extensive experience of working in a desktop support environment


• Knowledge of WIMS & their management.


• Experience in System Centre Configuration Manager (SCCM), Assessment and Deployment Kit (ADK) and Microsoft Deployment Toolkit.


• Network Infrastructure


• Ability to manage & create documents which are professional & articulate.


• Successfully complete high level government vetting