DCM INFOTECH LIMITED
POSITION PROFILE
The EUS End User Services Engineer, is a hands-on position. The individual should be capable of assisting the AST team, have and demonstrate the core competencies identified below, and lead by example. This position serves as the escalation for desktop support and operations; image development; desktop application packaging, troubleshooting, support, remediation; and desktop and mobile security remediation as annotated by the IT Security Organization. Providing a positive customer experience through great communication and follow through is a high priority for this position. This position requires advanced technical knowledge along with a solid understanding of all corporate agreements, product/service offerings, and tools and technologies used to meet service level commitments. The individual must be able manage a wide range of potential issues (Individual users, infrastructure, security, systems admin, Cloud, MEM, VPN, etc....) and perform root cause analysis. The quality of the work is evaluated based on the quality of results obtained via metrics, feedback from customers, and reports.
JOB DUTIES AND RESPONSIBILITIES • Solution Design & Technology
o Participates or in End User Services technical projects, department initiatives and in cross-functional team projects
to implement new or updated technology • Mobile Technology & Management
o Provides oversight to the team for the Mobile Endpoint Management (MEM) Platform - Microsoft Intune
o Evaluates new HW devices, vendor software offering - continuously influencing and defining the corporate PC
standards
o Designs, develop and implement procedures and automated solutions for optimizing the delivery, administration,
and servicing of PC technology
o Works with IT Management develops documented standards for desktop technology and ensures that adherence
to those standards is monitored and followed by all Ricoh members • Desktop Management
o Provides oversight to the team to ensure all Personal Computers (PC) are actively being managed and are in
compliance with current policies, patches, etc.
o Tests and coordinates deployment of PC Operating Systems and 3rd Party patches for workstations and mobile
devices • Engineer, develop, maintain and enhance standardized Windows/MAC Desktop builds (imaging), application
packaging, and endpoint rollout processes to include but not limited to
o Create, test, release and support new Windows \ MAC standardized builds as needed
o Troubleshoot and resolve any desktop Windows \ MAC Build issues
o Work with management to improve process and procedures related to Builds, and deployment of endpoint to
employees and workers • Application Management
o Provides assistance to the team for Ricoh Enterprise Cloud File Storage Environment that leverages technology
like AWS, Microsoft One-Drive, Azure, etc.
o Acts as an escalation point with internal and external customers that require in-depth application support
o Responsible for supporting, testing and validating end user software (new and upgrades) on PCs and Mobile
Devices to include but not limited to Web Browsers, Java, Office, Encryption, VPN, etc,.. • General Support & Administrative Duties o Assists with resolution of escalated incidents and participates in problem
management activities. Cross-trains other IT staff in the use or maintenance of technology
o Provides technical guidance, training, knowledge transfer, knowledge articles, oversight and direction for End User
Services and the employee base
o Develops policies, procedures, programs, or scripts as required
o Provides administrative functions including the development and enforcement of procedural & technical documentation, IT policy recommendations, & security initiatives o Advises IT Operation Team and the IT Support Center of performance issues and resolutions o Provides reports as defined by business needs and the Risk and Compliance Organization o Be available during non-scheduled hours either remotely or on-site as business needs require o Responsible for maintaining the cleanliness and accuracy of all items within the Lawrenceville PC Depot, specifically with the Cage. o Work with other IT groups ( Networking, Telco, Windows Admin , etc.. ) to ensure their respective, assigned spaces within the cage are organized with minimal sprawl o Work with ITFS and AST to ensure that accurate inventory is maintained, along with the timely pickup for EOL HW, including coordination of pick-ups with Ricoh's designated IT HW recycling vendors o May assist the AST team lead, with Legal Hold requests as required, pending access approvals are granted.
QUALIFICATIONS (Education, Experience, and Certifications)
Typically Requires: • Requires 4-year college degree or equivalent experience. • 5+ years of hands-on experience supporting Windows Desktop Enterprise technologies and MACs (e.g. SCCM,
WIM Creation, Capture and Deployment Task Sequence tools, Microsoft Deployment Toolkit (MDT), Automated
BIOS configuration and updates, WinPE, Active Directory & Windows) • 3+ years of hands-on experiencing supporting mobile devices (Smartphones \ Tablets) • 3+ years of experience in Managing desktop management tools (SCCM, MECM, IEM, and/or LANDesk, MS
Intune) • 3+ years Windows and/or MAC OS builds (Currently supported by Microsoft and Apple) • Strong software and hardware troubleshooting skills, including BIOS configuration, Driver selection, and
configuration. • Understanding of and experience with VMWare V-Sphere and Virtual Machines. • Solid knowledge of desktop imaging and deployment tools • Working knowledge of Microsoft's Active Directory and Group Policy Object management, Microsoft products,
Internet software and all MS Operating Systems. • Strong written, oral and listening skills. Solid critical thinking skills. Adept at presenting to audiences ranging from
technical staff to executive management • Strong organizational skills and technical acumen, ability to work
independently
KNOWLEDGE, SKILLS AND ABILITIES • Possesses ability to interpret business needs and translate them to create solutions and adequately documents
created solutions. • Possesses ability to work with users as needed. • Possesses ability to effectively communicate with people at multiple levels. • Possesses basic facilitation skills including ability to organize/conduct/document effective meetings. • Possesses ability to clearly communicate technical and procedural information verbally and in written documentation
form. • Possesses ability to recognize conflict situations and resolve or escalate. • Possesses ability to determine resolution for routine and non-routine issues; recognizes issues for escalation. • Possesses good customer service and interpersonal skills; is motivated and team oriented. • Possesses ability to prioritize multiple tasks, is organized and dependable. • Possesses ability to work in a fast paced and changing environment. • Experienced in Incident Management, Change Management, Problem Management, Asset Management • Knowledge of Windows internals and the tools used for troubleshooting issues • Knowledge of and experience using Power Shell and other scripting tools
The EUS End User Services Engineer, is a hands-on position. The individual should be capable of assisting the AST team, have and demonstrate the core competencies identified below, and lead by example. This position serves as the escalation for desktop support and operations; image development; desktop application packaging, troubleshooting, support, remediation; and desktop and mobile security remediation as annotated by the IT Security Organization. Providing a positive customer experience through great communication and follow through is a high priority for this position. This position requires advanced technical knowledge along with a solid understanding of all corporate agreements, product/service offerings, and tools and technologies used to meet service level commitments. The individual must be able manage a wide range of potential issues (Individual users, infrastructure, security, systems admin, Cloud, MEM, VPN, etc....) and perform root cause analysis. The quality of the work is evaluated based on the quality of results obtained via metrics, feedback from customers, and reports.
JOB DUTIES AND RESPONSIBILITIES • Solution Design & Technology
o Participates or in End User Services technical projects, department initiatives and in cross-functional team projects
to implement new or updated technology • Mobile Technology & Management
o Provides oversight to the team for the Mobile Endpoint Management (MEM) Platform - Microsoft Intune
o Evaluates new HW devices, vendor software offering - continuously influencing and defining the corporate PC
standards
o Designs, develop and implement procedures and automated solutions for optimizing the delivery, administration,
and servicing of PC technology
o Works with IT Management develops documented standards for desktop technology and ensures that adherence
to those standards is monitored and followed by all Ricoh members • Desktop Management
o Provides oversight to the team to ensure all Personal Computers (PC) are actively being managed and are in
compliance with current policies, patches, etc.
o Tests and coordinates deployment of PC Operating Systems and 3rd Party patches for workstations and mobile
devices • Engineer, develop, maintain and enhance standardized Windows/MAC Desktop builds (imaging), application
packaging, and endpoint rollout processes to include but not limited to
o Create, test, release and support new Windows \ MAC standardized builds as needed
o Troubleshoot and resolve any desktop Windows \ MAC Build issues
o Work with management to improve process and procedures related to Builds, and deployment of endpoint to
employees and workers • Application Management
o Provides assistance to the team for Ricoh Enterprise Cloud File Storage Environment that leverages technology
like AWS, Microsoft One-Drive, Azure, etc.
o Acts as an escalation point with internal and external customers that require in-depth application support
o Responsible for supporting, testing and validating end user software (new and upgrades) on PCs and Mobile
Devices to include but not limited to Web Browsers, Java, Office, Encryption, VPN, etc,.. • General Support & Administrative Duties o Assists with resolution of escalated incidents and participates in problem
management activities. Cross-trains other IT staff in the use or maintenance of technology
o Provides technical guidance, training, knowledge transfer, knowledge articles, oversight and direction for End User
Services and the employee base
o Develops policies, procedures, programs, or scripts as required
o Provides administrative functions including the development and enforcement of procedural & technical documentation, IT policy recommendations, & security initiatives o Advises IT Operation Team and the IT Support Center of performance issues and resolutions o Provides reports as defined by business needs and the Risk and Compliance Organization o Be available during non-scheduled hours either remotely or on-site as business needs require o Responsible for maintaining the cleanliness and accuracy of all items within the Lawrenceville PC Depot, specifically with the Cage. o Work with other IT groups ( Networking, Telco, Windows Admin , etc.. ) to ensure their respective, assigned spaces within the cage are organized with minimal sprawl o Work with ITFS and AST to ensure that accurate inventory is maintained, along with the timely pickup for EOL HW, including coordination of pick-ups with Ricoh's designated IT HW recycling vendors o May assist the AST team lead, with Legal Hold requests as required, pending access approvals are granted.
QUALIFICATIONS (Education, Experience, and Certifications)
Typically Requires: • Requires 4-year college degree or equivalent experience. • 5+ years of hands-on experience supporting Windows Desktop Enterprise technologies and MACs (e.g. SCCM,
WIM Creation, Capture and Deployment Task Sequence tools, Microsoft Deployment Toolkit (MDT), Automated
BIOS configuration and updates, WinPE, Active Directory & Windows) • 3+ years of hands-on experiencing supporting mobile devices (Smartphones \ Tablets) • 3+ years of experience in Managing desktop management tools (SCCM, MECM, IEM, and/or LANDesk, MS
Intune) • 3+ years Windows and/or MAC OS builds (Currently supported by Microsoft and Apple) • Strong software and hardware troubleshooting skills, including BIOS configuration, Driver selection, and
configuration. • Understanding of and experience with VMWare V-Sphere and Virtual Machines. • Solid knowledge of desktop imaging and deployment tools • Working knowledge of Microsoft's Active Directory and Group Policy Object management, Microsoft products,
Internet software and all MS Operating Systems. • Strong written, oral and listening skills. Solid critical thinking skills. Adept at presenting to audiences ranging from
technical staff to executive management • Strong organizational skills and technical acumen, ability to work
independently
KNOWLEDGE, SKILLS AND ABILITIES • Possesses ability to interpret business needs and translate them to create solutions and adequately documents
created solutions. • Possesses ability to work with users as needed. • Possesses ability to effectively communicate with people at multiple levels. • Possesses basic facilitation skills including ability to organize/conduct/document effective meetings. • Possesses ability to clearly communicate technical and procedural information verbally and in written documentation
form. • Possesses ability to recognize conflict situations and resolve or escalate. • Possesses ability to determine resolution for routine and non-routine issues; recognizes issues for escalation. • Possesses good customer service and interpersonal skills; is motivated and team oriented. • Possesses ability to prioritize multiple tasks, is organized and dependable. • Possesses ability to work in a fast paced and changing environment. • Experienced in Incident Management, Change Management, Problem Management, Asset Management • Knowledge of Windows internals and the tools used for troubleshooting issues • Knowledge of and experience using Power Shell and other scripting tools