Job Description

RESPONSIBILITIES

Deliver holistic monitoring capabilities utilizing digital experience monitoring tools to ensure the proper performance and reliability of endpoint hardware and software.
Establish an endpoint health strategy and drive the adoption of this strategy across the enterprise.
Detect and pinpoint performance issues with deployments and configurations.
Consolidate performance metrics from various sources to continuously improve the end user experience.
Perform daily system monitoring, implement metrics, and review trends to proactively identify technical issues prior to end user impact.
Proactively identify, troubleshoot, and tackle complicated technical issues in an enterprise environment.
Collaborate with other endpoint engineers as well as several other technology teams (network, security, server, service desk, etc.) throughout the issue resolution lifecycle.
Establish Monitoring baselines with Operations team and set up appropriate alerting and triage
Implement and maintain all endpoint monitoring integration with ITSM platform (ServiceNow).
Improve quality of IT services for end users in relation to incident submission reductions and MTTR reductions.
Have a proficient understanding of other related platform technologies and capabilities (Infrastructure Virtualization, Cloud Computing, Domain Services, Configuration Management, Automation, etc.).
Trained in the use of version and source control and the ability to collaborate through code with tools such as Gitlab, Github, etc.
Skilled in the creation and troubleshooting of Group Policy.
Collaborate with reporting resources to deliver dashboards and presentations for upper-level management.
Drive work items to completion to meet the deadlines.

REQUIREMENTS

Minimum of 7 years’ experience engineering and supporting Windows (Mac a plus) client operating systems
Minimum of 5 years’ experience as an end user computing engineer
Must have deep understanding of the Windows (Mac a plus) operating system to be able to both engineer, support, and analyze performance.
Ability to analyze data, recognize trends, and react accordingly.

QUALIFICATIONS

Experience with endpoint monitoring tools such as Lakeside SysTrack
Ability to create and troubleshoot Group Policies
A solid understanding of Active Directory and security groups
A solid understanding of Intune and Autopilot
Ability to take verbal instructions as requirements for delivery
Ability to work in a team and independently
Ability to explain the techniques being used and document them for the team to understand and replicate
General network troubleshooting (Knowledge of client-side DNS, DHCP)
Strong Problem-solving skills
Strong communication, time management, and organizational skills
Ability to effectively prioritize and execute tasks while meeting deadlines
Experience working in a Scaled Agile Framework (SAFe) is recommended
Ability to write and troubleshoot infrastructure scripting automation (PowerShell)
Working knowledge of and experience with ServiceNow a plus
Some virtualization administration experience a plus (VMware)
SQL query authoring experience a plus
Elastic (ELK) experience a plus