End User Devices Operations Services Specialist

Title                 End User Devices Operations Services Specialist

Team                Infra. - TDI / Technology Infrastructure EUC – Desktop, Mobile and Print

Grade                   Assistant Vice President

Profession        Service Operations (Technology)

Role                 Operations Services Specialist (Technical Specialist - Std)

Location           Sydney

Location: Sydney

Duration: 6 months

Buy rate: AUD 400 per day

Mobile Operations Overview:  This team is responsible for the Dev-Ops Level support of the centrally managed Device Management End User platforms: Mobility, Remote Access RAS, Server Based Computing Platforms, MobileIron, Intune, zScaler and related platforms. The team is responsible for driving knowledge improvement to the Tier 1 and Tier 2 Service Desk, engagement with vendors (including those providing managed or hosted services that deliver desktop or printing environments) and engineering teams for unresolved incidents.  The team is also responsible for Disaster Recovery event coordination, outage management and problem resolution on these platforms. Finally, the Mobility Operations team will be the service owner of the platforms and associated products and will be responsible for driving the service improvement plans, incident reduction through problem management, definition of communications and release plans and the engagement with 3rd party vendors.  

The Operations Services Specialist ensures all provided IT services are robust, controlled and delivered effectively and efficiently. This includes monitoring services, preventing and resolving service failures, fixing problems as well as carrying out operational tasks. The Operation Services Specialist will manage degradations or disruption of services identified and reported by service consumers or by the analysis and reactions to events on the respective service components in order to quickly re-establish the service to the full extent. The Operations Services Specialist works through service-related requests in accordance with existing service catalogue components. They will manage access requests to enable, revoke or modify privileges based on proper policy standards or direction from CISO. They will provide governance of the services, based on calculated service and capacity availability metrics, to ensure availability is not jeopardized by insufficient capacities as a result of consumption trends, upcoming campaigns or peak consumptions.

This position is required for supporting critical services such as Intune managed autopilot windows devices, Intune managed personal/corporate mobile devices, dbRAS and RSA 2FA, and essential mobile services including MobileIron, dbMAC and other platforms. This role also contributes to the day-to-day support of over 150,000 mobile end points.  A strong technical resource with experience in mobile platforms and demonstrated people management skills is required to drive our strategic vision and to transition to best-in-class future mobile platforms.

The successful candidate will have key skills & competencies such as:

• Provide first-level support for Microsoft Intune and Windows Autopilot-related issues.
• Assist end-users with device enrollment, application deployment, and configuration in Microsoft Intune.
• Working knowledge in Registering a device, working on Compliance Remediation, reporting, working on Delivery Optimization, Update Windows Defender security intelligence, Windows Update feature upgrade and quality patching during autopilot, Driver and Firmware Servicing, Windows Driver update management.
• Troubleshoot and resolve basic Intune-related problems, including connectivity issues and device compliance.
• Collaborate with other IT support teams to escalate and resolve more complex issues.
• Maintain accurate records of support activities and resolutions in a ServiceNow.
• Keep up-to-date with Microsoft Intune features, updates, and best practices.
• Participate in the development and maintenance of support documentation and knowledge base articles.
• Design and implement Intune configurations and policies to meet organizational needs.
• Conduct root cause analysis for recurring or severe Intune-related problems.
• Participate in the planning and execution of Intune migrations and upgrades.
• In-depth knowledge of Microsoft Intune architecture, policies, and features with understanding of Microsoft Intune and mobile device management.
• Experience with PowerShell scripting and Intune Graph API for automation and customization in Intune are a plus
• Proficient in Windows, iOS, and Android operating systems.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.
• Ability to work collaboratively in a team environment.
• Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate) are a plus

Soft skills:

• Proven record of thoroughness and diligence as any mistake can affect 150,000 end points
• Good communication skills with stakeholders

• Flexible hours available
• More than 4 years of relevant work experience required for this role
• Working rights required for this role
• Expected start date for role: 08 April 2024
• Expected salary: $350 - $400 per day