Senior Engineer End User Computing

SES S.A Brazil; Chennai District; On-site; INR 90,000 - 130,000; Full time

Job summary

SES S.A Brazil is seeking an experienced End User Computing Analyst to serve as a point of escalation for complex issues and to act as Problem Analyst within SES Problem Management. The role includes incident management duties, mentorship of junior EUC agents, and 24/7 support for SES IT services, spanning devices, apps, and access management.

You will leverage ITIL/ITSM processes, IT security standards, and SES Knowledge Base to deliver timely resolutions, while coordinating with the Digital

Qualifications

• Education or 8+ years ICT/CS/Engineering experience.
• Experience with ITSM tools (ServiceNow, BMC, HPSM, etc.).
• Fluency in English; additional languages are a plus.
• Willingness for occasional international travel.

Responsibilities

• Act as escalation point within the EUC for complex issues.
• Serve as Problem Analyst in SES Problem Management for issues requiring ServiceDesk analysis.
• Take on Incident Manager role when required or directed by management.
• Mentor and train junior EUC agents.
• Provide first level Incident logging and resolution, or re-assignment to other teams.
• Provide Service Request Fulfilment for IT Services.
• Support hardware, software, mobile devices, printers, and related IT assets.
• Adhere to SES policies, ITIL/ITSM frameworks and security standards.
• Utilize SES Knowledge base to ensure consistent issue resolution.
• Document all issues and resolutions in ITSM tooling.
• Be proactive in customer communication and service status updates.
• Participate in monitoring SES IT landscape via dashboards and alerts.
• Support Lifecycle management of End User Computers (Deployment, Maintenance, Renewal, Disposal).
• Provide remote user support using appropriate tools.
• Create EUC knowledge articles and support documentation.
• Work in shifts for 24/7 operations and after-hours on-call rotation.

Skills

Analytical skills

Communication skills

International work

Self-motivated

English fluency

Education

ICT/CS/Engineering degree or 8+ years experience

Tools

ServiceNow

Azure Portal

JamF Apple

Company Portal

MS Office 365

Job description

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• 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 Service Request Fulfilment for IT Services
• 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
• Excellent knowledge of fundamental operations of software (MS Office 365 and previous versions), hardware (laptops, PCs, phones, printers, scanners, …) and other equipment
• Deployment
• Maintenance
• Renewal
• Disposal Management
• JamF Apple
• Company Portal
• Printer
• ITIL Process professional with core IPC , SLM,CMDB ,MIM, Release management, Asset Managemnet, license management
• Thorough understanding of Cloud concepts
• Working knowledge of the Microsoft Power Platform and the ability to create custom flows or applications.
• Working knowledge of Azure service portal and the ability to navigate it
• Working understanding of software development concepts and experience with with script are considered strong assets.
• Fundamental understanding of Active Directory and Group Policy and uses in an enterprise environment
• Ability to work internationally in a matrix-managed, results-oriented environment
• Very strong analytical and problem-solving skills: ability to interpret complex technical issues
• Good communication skills: able to exchange ideas and information effectively in a concise & logical way and be sensitive to audience diversity
• Ability to clearly explain complex technical issues to non-technical people
• Self-motivated and demonstrate a “doer mentality”

QUALIFICATIONS & EXPERIENCE

• 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

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.