Desktop Solution Engineer

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Profile Summary:

Resolution Life US is seeking an experienced and talented individual to develop, implement and support modern workplace solutions. The ideal candidate must have a solid technical background, assisting in the implementation and support of all facets of the end user experience, including laptops, mobile devices, productivity tools, audio visual and executive support. This role will work closely with the Workplace and ITSM Service Management (ITSM) Chapter Lead, architect, and other product teams to deliver enhancements on existing workplace solutions and establish new ones in an ever-evolving technical environment. This is a high-impact engineering role with the exciting opportunity, not only to work on and learn cutting-edge technology but leverage one’s creativity in affecting the outcome of a positive end user experience.

Profile Responsibilities:

· Drive workplace engineering activities developing new capabilities and features while solving for complex problems to improve the end user experience and our security posture.

· Effectively aid on escalated incidents and problems to third-party vendors and complete root cause analysis of chronic issues within the technical environment.

· Serve as a subject-matter expert on technical issues to ensure service delivery objectives can be achieved within established targets.

· Develop and maintain knowledge articles of resolved issues and frequently engage with level 1 and 2 teams to transition knowledge.

· Evaluate and contribute to the on-going (evergreen) governance of cloud tools, e.g. review features & tools aligned with architectural guidelines.

· Provide desk side or remote white glove support to C-suite executives and board members, responding to and communicating in a timely and professional manner for all their technical needs.

· Uphold a continuous improvement mindset that consistently identifies and implements changes to improve the effectiveness and scale of the support teams.

· Drive Workplace & ITSM projects and oversee tactical activities working closely with external vendors to monitor/track project deliverables to RLUS standards and requirements.

· Assist to mentor and direct junior staff and managed service partners to ensure overall client satisfaction and appropriate levels of service delivery.

· Aid in ServiceNow platform enhancements, providing feedback from stakeholder to internal development teams to deliver new features and releases.

Skills and Experience:

· 8+ year’s relevant experience in technology and software implementations, or consulting experience with the following cloud-based workplace technologies:

• Amazon Workspaces Virtual Desktop solutions - Windows, Linux, Web-based

• Microsoft 365 application suite

• United Endpoint Management (Intune and Autopilot) for mobile and desktop environments

• Azure Active Directory

• Microsoft Teams Room collaboration devices

• PowerShell scripting preferred

· Bachelor's degree (or equivalent experience) in Computer Science or a directly related field.

· Excellent interpersonal and writing skills including delivering presentations and the ability to interact with colleagues at all levels, including C-suite executives and board members.

· Highly motivated and a self-starter working in a completely remote environment and is eager to learn and grow.

· Strong technical aptitude and be resourceful in trouble-shooting critical incidents and performing root cause analysis.

· Experience working in Agile teams and an understanding of OKRs, a plus.

· Experience with PowerShell, PowerShell Workflow and troubleshooting PowerShell ISE

· Strong background and experience managing end user devices, audio visual collaboration technologies and Microsoft productivity tools.

· Strong background and experience with ServiceNow and ITSM processes.

· Experience with promoting business use cases for shift-left, self-service and automation including RPA assisted fulfillment.

· Solid capability to drive technology implementations that are cost efficient, simple, scalable, and flexible.

· Demonstrated curiosity to stay informed about technology trends, new products, vendors, and technologies.

· Experienced in performing objective due diligence on software and vendors selections.

Preferred Skills/Qualification:

· Microsoft Certifications

· AWS Certifications

· ITIL Certifications

· ServiceNow Certifications

Location