About the Opportunity

Job Type: Permanent

Application Deadline: 17 December 2023

Job Description Title Technical Specialist – End User Computing Department Enterprise Technology Services Location India - Gurgaon / Bangalore Reports To GCC Senior Technical Manager Level 4 We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Global client Computing team and feel like you’re part of something bigger. About your team The Global Client Computing (GCC) team is responsible for engineering and delivering solutions and infrastructure to support Fidelity’s global desktop, laptop, virtual desktop and thin client estate. The estate includes around 18,000+ VDIs 2,000 PCs, 11,000+ laptops, 6,000 Dell Wyse thin clients and 900+ Macs and supporting infrastructure across 25 countries. About your role Reporting to the Senior Technical Manager, the incumbent will be part of the Global Client Computing team whose primary focus is management of the Windows/Mac estate, including the supporting infrastructure, production delivery of software / updates and maintaining security compliance of the estate. The role will be a combination of day to day support activities and project work, with a focus on Evergreen update management for Win10 and Office 365. This will involve liaison at all levels within Enterprise Technology Services (ETS) and various business communities. The incumbent will have a primary focus on the systems management infrastructure and they will provide global support / guidance. Further to this the role will include training others as part of a centre of excellence, looking to bring up skills across the organisation and ensure consistent standards. This role requires a high level of skill and experience with Evergreen update management, Windows, O365, Mac, Security patching, Vulnerability management, group policy, security & networking for the end user computing environment. They will own problems, and work between the Engineering & BAU teams, Service Delivery, IT Security & regional desktop support teams. Role requires to work in both INDIA and EMEA shifts to cover UK working hours Key Responsibilities - Win10 & Office 365 Evergreen update management across an Enterprise environment for all EUC platforms (Laptop, PC, VDI) - Co-ordination with multiple business units to perform testing and sign off - Develop and implement best of breed vulnerability, security, Evergreen upgrade processes. - Maintain Security compliance across our Global endpoint estate using JAMF / SCCM / MECM / Azure - Ensure vulnerabilities are patched quickly and compliance levels are maintained - Troubleshoot complex issues related to Windows group policy, MAC policy & security patches - Troubleshoot complex issues with Laptop hardware, drivers and BIOS updates - Analysis of log files and windows events to identify incidents and performance issues. Manage and Triage incidents with Service Delivery, IT Security and desktop support teams where relevant - Escalate issues to our 3rd party vendors including Microsoft, Apple, Dell, 1E and Devicelock - Vendor management - Work closely with GCC Engineering, GCC Packaging, Senior Technical Management, Product Owners and Project Managers to support technology across the Collaboration stack - Help deliver service improvements without unnecessary investment in new products by working smarter, provision of better tools and better use of existing product set - Adherence to Security Policy standards. Ensure operational requirements are matched in the delivery of services around standards and engineering, identifying when support arrangements may need to change in order to efficiently and effectively onboard new technology - Maintain support documentation and issue tracking using Confluence and Jira. Publish and maintain hardware certification standards - Own and keep all technical documentation up to date. Closely work with Techhub to provide up to date Knowledge Base support articles and provide scheduled upskilling sessions. - Manage Product enhancement via Agile processes with Product owner - Provide Management reporting of end-to-end services via PowerBI - Ensure the EUC estate meets all Audit requirements. Experience and Qualifications Required Technical experience covering the following: - Advanced macOS and Windows 10/11 troubleshooting skills - Office 365 - Microsoft Intune - Enterprise level patching and vulnerability management - 3+ Years of experience with Microsoft Endpoint Configuration Manager (System Centre Configuration Manager) - Browser support and Microsoft Edge enterprise mode configuration - Troubleshooting and optimisation skills in an Enterprise environment - Advanced understanding of Patch Management and Policy creation/implementation. -